Concierge

Biltmore Hotel Limited • Coral Gables, FL

10d

About The Position

The Concierge serves as an ambassador for the Biltmore Hotel and the city of Miami, helping guests discover on-property and local activities, cultural and sporting attractions, restaurants, events, and transportation. The role provides guest services such as arranging reservations and transportation, assisting with airline reservations and boarding passes, handling guest communications and parcels, and welcoming and escorting VIP guests. The Concierge also supervises bell staff and doormen, monitors lobby activities, and ensures that service is delivered in accordance with hotel policies, procedures, and LQA standards.

The position requires strong guest-service, communication, organization, and problem-solving skills, along with the ability to work effectively in a dynamic hospitality environment. The employee must maintain a neat, clean, and well-groomed appearance and follow hotel policies, including Equal Opportunities, Fire, and Health & Safety regulations. Work schedules may vary according to hotel business needs and may include overtime, weekends, and holidays. Other job-related duties may be assigned by the supervisor.

Requirements

• High school diploma required.
• Previous customer service experience required.
• Ability to speak, read, write, and understand English.
• Ability to perform accurate mathematical calculations and provide legible communication and directions.
• Attention to detail, speed, and accuracy when performing job functions.
• Ability to prioritize, organize, follow directions, and resolve problems using sound judgment while remaining calm.
• Ability to understand guests’ service needs and work cohesively with coworkers as part of a team.
• Ability to work with minimal supervision and maintain confidentiality of guest information and resort data.
• Ability to use a computer keyboard, perform basic typing, and use computers at a moderate to advanced skill level.
• Ability to work in a dynamic, constantly changing environment and manage multiple tasks.
• Ability to move, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance.
• Ability to stand, sit, or walk for extended periods or an entire work shift.
• Ability to reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Ability to use, carry, and operate necessary office equipment using finger dexterity.
• Ability to communicate with employees, managers, subordinates, and guests verbally, and to meet hearing and visual requirements.
• Ability to look at a computer for extended periods.
• Ability to adapt to moderate temperatures controlled by hotel environmental systems.
• Ability to work varying schedules, which may include overtime, weekends, and holidays.
• Must maintain a neat, clean, and well-groomed appearance according to Biltmore Hotel standards.

Nice To Haves

• At least one year of experience as a concierge or bellman is preferred.

Responsibilities

• Provide support to the Chief Concierge.
• Track VIP arrivals and follow up with welcome calls.
• Maintain daily knowledge of arrivals, departures, and hotel occupancy.
• Welcome and greet arriving guests and VIPs.
• Provide directions to and from the hotel and area attractions.
• Confirm airline reservations and print boarding passes.
• Reserve and arrange transportation.
• Order flowers.
• Recommend local restaurants and special events and secure reservations.
• Recommend local activities and secure VIP access to area clubs and events.
• Escort VIP guests to their rooms.
• Track and log guest parcels.
• Ensure accurate delivery of faxes and messages to guest rooms.
• Assist the door person with arriving and departing guests.
• Promote hotel outlets.
• Maintain thorough knowledge of daily hotel functions and their locations.
• Maintain knowledge of and stay updated on LQA standards.
• Communicate with and assist prospective guests by phone and email.
• Maintain accurate, updated vendor lists.
• Supervise bell staff and door staff and ensure compliance with LQA standards.
• Ensure bell staff and doorman duties are completed promptly and appropriately.
• Supervise and control meal periods.
• Monitor lobby activities.
• Attend and participate in local concierge activities (SFCA).
• Follow hotel policies and observe Fire and Health & Safety Regulations.
• Perform other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED