Concierge

Highgate Hotels•Savannah, GA

6d•Onsite

About The Position

The Concierge is responsible for creating a welcoming first impression and for providing current information about the local area, attractions and events. He/she is also responsible for greeting guests, assisting with questions, providing recommendations and directions for restaurants, attractions and events in the area. The Concierge also assists as the hotel’s driver and prepares and delivers the Continental Breakfast inclusion of our Signature Collection Room Package.

Requirements

Experience in a hotel or a related field preferred.
High School diploma or equivalent required.
Have a current driver’s license and ability to operate a motor vehicle.
Excellent time management skills.
Able to prioritize multiple requests.
Computer experience .
Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service-oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives .
Must be able to maintain confidentiality of information.
Must be able to show initiative, including anticipating guest or operational needs.
Perform other duties as requested by management.
Must be able to push, pull and lift up to 30 lbs.

Responsibilities

Greet and interact with internal and external guests in a genuine warm and friendly manner using professional and standard nomenclature
Maintain the integrity of the guests’ privacy, including confidentiality of personal information.
Operate the telephone system, answering calls within three (3) rings, using the correct salutation and telephone etiquette
Maintain knowledge of hotel amenities, features and hours of operation
Maintain updated information regarding area attractions, local events, activities and services
Demonstrate effective sales techniques to upsell hotel’s amenities and products
Establish relationships with the community and vendor partners
Coordinate and track reservations.
Follow up with guests and provide confirmations
Prepare welcome letters and complete amenity forms for packages and amenity requests
Notify guests of messages and record them legibly and completely
Respond promptly to questions, concerns and special requests.
Follow-up to ensure the guest is satisfied
Log guest requests and concerns according to the standard operating procedure.
Communicate with departments in a timely manner
Solve problems proficiently
When company guest services vehicles are available on property, responsibilities may also include, but are not limited to inspecting vehicles following guidelines, cleaning the vehicle inside and out, assisting guests in and out of the vehicle, loading, unloading, and transporting guests’ luggage, communicating with dispatch, and ensuring guests comfort while traveling.
Additional responsibilities due to company guest services vehicles on property include obeying all traffic laws and operator safety procedures, pumping gas, completing a daily log of guest comments regarding vehicles, filling out vehicle reports daily including listing any vehicle defects, and operating vehicles within designated travel zones.
Assist with check-in and check-out duties for guests booked under the Signature Collection Room Package .
Prepare and deliver daily Continental Breakfast items to guests booked under the Signature Col lection Room Package.
Collect and have all breakfast equipment cleaned and prepped for the following day.
Maintain a neat and organized work area
Maintain the integrity of Company proprietary information and protect Company assets
Maintain complete knowledge in the use of all office equipment, property management systems and access according to specifications
Maintain complete knowledge and comply with company policies and procedures
Maintain neat, clean and professional appearance according to standards
Follow all company safety and security policies and procedures. Report accidents, injuries and unsafe conditions
Welcome and acknowledge guests with disabilities and follow proper procedures to accommodate needs.
Develop and maintain positive working relationships and support the team to achieve our goals
Attend required training and meetings
All other duties as assigned, planned or un-planned