Concierge

Sonesta Hotels•Lihue, HI

23d•$30 - $32

About The Position

The Concierge serves as a key ambassador of the hotel, delivering exceptional, personalized service to enhance each guest’s stay. This role is responsible for anticipating guest needs, providing expert local recommendations, coordinating reservations, and ensuring seamless guest experiences aligned with luxury hospitality standards.

Requirements

High school diploma or equivalent required; hospitality or tourism degree preferred.
Previous experience in hospitality, guest services, or concierge role preferred.
Strong knowledge of local area, attractions, and services.
Exceptional communication and interpersonal skills.
Ability to multitask and remain calm in a fast-paced environment.
Proficiency in hotel systems (e.g., PMS) and Microsoft Office preferred.
Guest-focused mindset with a passion for service excellence
Strong problem-solving and decision-making skills
Professional appearance and demeanor
Attention to detail and organizational skills
Ability to reach overhead and below the knees, including bending, twisting, pulling, pushing, and stooping.
Climb ladders of various heights.
Must be able to push, pull and lift to 50 pounds.
Ability to stand entire shift.
Must be flexible to work various days and various shifts of the week to include weekends, holidays, days, nights and overnight.
Regular attendance in conformance with the standards which have been established by the hotel from time to time is essential to the successful performance of this position.
Ten-to-twelve-hour shifts are sometimes required.

Responsibilities

Welcome customers upon entrance and provide warm, professional, and personalized service to all guests.
Act as a point of reference for guests who need assistance or information and attend to their wishes and requirements.
Anticipate guest needs and proactively offer assistance.
Build relationships with guests to create memorable and repeat experiences.
Handle guest requests, inquiries, and concerns promptly and effectively in-person, on the phone, or by email correspondence.
Offer knowledgeable recommendations for dining, entertainment, transportation, shopping, and local attractions.
Maintain up-to-date knowledge of local events, activities, and seasonal offerings.
Tailor suggestions based on guest preferences and special occasions.
Arrange restaurant reservations, tours, spa appointments, and transportation.
Coordinate special requests such as celebrations, amenities, or VIP services.
Work closely with internal departments (Housekeeping, Engineering, F&B, Bell/Valet) to ensure seamless service delivery.
Address and resolve guest concerns with professionalism and urgency.
Follow up to ensure guest satisfaction and service recovery when needed.
Always maintain confidentiality and discretion.
Maintain accurate records of guest preferences and requests.
Utilize property management systems and concierge platforms effectively.
Keep concierge desk organized, stocked, and presentable.
Maybe required to work as a Guest Service Agent at times.
Other duties maybe assigned by supervisor and/or manager.