Concierge

IHG•CA, CA

11d

About The Position

The Concierge provides personalized guest services and serves as a knowledgeable resource for hotel amenities, local attractions, dining, transportation, and entertainment. The role makes reservations and arrangements based on guest preferences and resolves guest needs using sound judgment, service expertise, and autonomy within established service standards. The Concierge handles non-routine guest requests independently and may coordinate with internal and external partners. The position focuses on creating memorable guest experiences through swift, professional, and highly personal service; maintaining current information about local activities and services; resolving guest issues; and promoting the hotel’s businesses. The Concierge may also support other room operations during peak periods to help ensure seamless service, operational efficiency, and an exceptional guest experience.

Requirements

Communication and customer service skills, including the ability to interact with guests, employees, and third parties in a way that reflects highly on the hotel, brand, and company.
An eager and motivated approach to striving for excellence.
Excellent guest and community relations.
High school diploma or qualification.
Experience in an upscale hotel or equivalent environment as a Concierge or in a related discipline.
Fluent English.
Ability to carry or lift items weighing up to 50 pounds.

Nice To Haves

College or university degree.
Additional language skills.

Responsibilities

Build guest relationships through swift, professional, and highly personal service.
Collect, provide, and maintain comprehensive, updated knowledge to respond to guest requests, including information about sporting events, places of interest, restaurants, theatre, transportation tickets, sightseeing tours, and other points of interest.
Resolve guest issues and use feedback to improve guest satisfaction.
Delegate duties to the team while setting exceptional standards.
Ensure discretion, ethical behavior, privacy, and confidentiality for every guest.
Act as a brand ambassador and promote the hotel’s other businesses.
Support Front Desk, Bell Services, Housemen, IRD, and Door Attendant duties during peak business periods to support seamless guest service, operational efficiency, and an exceptional guest experience.
Make reservations and arrangements according to guest preferences.
Handle non-routine guest requests independently and coordinate with internal and external partners when needed.