Concierge

Biltmore Hotel Limited • Coral Gables, FL

11d

About The Position

The Concierge serves as an ambassador for the Biltmore Hotel and Miami, informing guests about activities both on the property and in the city. The role involves staying knowledgeable about cultural, sporting, and local attractions; recommending restaurants; arranging transportation; and securing tickets, reservations, and VIP access. The Concierge also supervises bell staff and doormen and follows the department’s policies and procedures as outlined in the Biltmore Standard Operating Procedures.

The position requires guest-service, communication, organization, and computer skills, along with the ability to work effectively in a dynamic environment. Employees may be required to work varying schedules, including overtime, weekends, and holidays, according to hotel business needs. The position is primarily indoors, with work in moderate temperatures controlled by the hotel’s environmental systems. Employees must maintain a neat, clean, well-groomed appearance in accordance with hotel standards.

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.
• Ability to perform job functions with attention to detail, speed, and accuracy.
• Ability to prioritize and organize.
• Ability to think clearly, remain calm, and resolve problems using sound judgment.
• Ability to follow directions thoroughly and understand guests’ service needs.
• Ability to work cohesively with coworkers as part of a team and with minimal supervision.
• Ability to maintain confidentiality of guest information and pertinent resort data.
• Ability to use a computer keyboard and perform basic typing; moderate to advanced computer skills.
• Ability to work in a dynamic, constantly changing environment and multitask.
• Ability to move, lift, carry, push, pull, and place objects weighing up to 50 pounds without assistance.
• Ability to stand, sit, or walk for an extended period 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 through verbal communication, hearing, and visual acuity.
• Ability to look at a computer for extended periods.
• Ability to adapt to moderate temperatures in the hotel; most work tasks are performed indoors.
• Ability to work varying schedules, which may include overtime, weekends, and holidays, according to hotel business needs.
• Must maintain a neat, clean, well-groomed appearance in accordance with hotel standards.

Nice To Haves

• Minimum one year of experience as a concierge or bellman 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.
• Suggest and secure reservations at local restaurants and special events.
• Recommend local activities.
• 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 thorough, up-to-date knowledge of 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 tasks are completed promptly and appropriately.
• Supervise and control meal periods.
• Monitor lobby activities.
• Attend and participate in local concierge activities (SFCA).
• Perform other job-related duties assigned by a supervisor or department/division head.
• Follow hotel policies, including Equal Opportunities policies, and observe fire, health, and safety regulations.
• Maintain a neat, clean, well-groomed appearance according to hotel standards.

What This Job Offers

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