Concierge

Starwood Hotels•Austin, TX

26d

About The Position

The Concierge provides exceptional, informed service to hotel guests, sharing knowledge of the city and arranging experiences, transportation, tickets, deliveries, and other guest requests. The role focuses on understanding individual preferences, anticipating needs, maintaining accurate guest profiles and city information, and creating a welcoming experience that encourages guest satisfaction and repeat business. The Concierge also supports front-office operations, helps guests with hotel-management-system questions and arrival or departure needs, and trains other concierges in best practices and company culture. The position requires courteous, professional communication with guests and colleagues, sound judgment in resolving concerns, and collaboration with hotel leadership and other teams. The Concierge is expected to follow hotel, safety, security, and service standards; protect guest and company information; maintain a professional appearance and organized work area; and embody the company’s mission and brand values. Duties may vary and may include other job-related assignments from leadership.

Requirements

Organized and proficient at multitasking.
Able to speak effectively before groups and respond to and creatively resolve guest inquiries and complaints.
Able to read and understand safety rules, operating and maintenance instructions, and procedure manuals.
Able to solve practical problems and handle situations with limited standardization, and interpret written, oral, diagrammed, or scheduled instructions.
Able to learn and use technology, including computers, iPods, and iPads.
Excellent guest-service skills.
Able to follow directions and work in a team environment.
Flexible and adaptable.
Proficient in verbal and written English communication.
High-quality, detail-oriented, service-focused work ethic.
Able to work in a fast-paced environment.
Professional and appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture.
Able to stand regularly and for extended periods of more than eight hours; use hands and fingers to handle or feel objects; reach with hands and arms; talk, hear, taste, and smell; and frequently walk, kneel, or crouch.
Flexible to meet the demands of a 24-hour operation, including varying schedules, weekends, and holidays.

Responsibilities

Provide guests with access to city experiences and information, including directions, travel times, costs, and transportation options.
Learn guests’ personal preferences and record them in guest profile histories.
Maintain an up-to-date database of city highlights and research recommendations firsthand.
Anticipate guest needs and proactively arrange the requirements for successful experiences.
Stay knowledgeable about in-house and arriving guests.
Arrange tickets for theatre, sporting events, and local attractions.
Make and confirm transportation arrangements with the contracted limousine company.
Arrange package delivery and pickup, and assist with guest mail, messages, plans, and other arrangements.
Provide written, printed, or computer-generated confirmations for dining, transportation, tickets, and other reservations.
Communicate important details to leadership and colleagues.
Maintain a clean, neat, and organized work area.
Attend daily front-office rallies and review communications pass-ons to stay current on hotel developments and procedures.
Assist guests with PMS questions and arrivals or departures in HMS to help prevent lobby queues.
Train new or existing concierges in best practices and company culture.
Anticipate and understand guests’ service needs, determine their satisfaction, and respond promptly and appropriately to concerns and requests.
Greet and acknowledge guests by name, respond courteously and professionally, and provide attentive, dependable, punctual, and enthusiastic service.
Identify opportunities to improve performance and create value by challenging existing processes, encouraging innovation, and driving change.
Analyze and resolve problems using sound judgment and guest-focused resolutions; promptly follow up with a leader.
Build positive, collaborative relationships with guests, colleagues, and external partners, and foster a cooperative work environment.
Follow company, safety, and security policies and procedures; report maintenance issues, hazards, accidents, or injuries; complete required safety training; and properly store flammable materials.
Ensure compliance with hotel policies, procedures, and standards, including uniform and personal-appearance requirements.
Maintain confidentiality of proprietary and guest information.
Embody the company’s vision, mission, Compass, Promise, service approach, and brand pillars.
Perform other reasonable duties assigned by the leadership team or supervisor.