Concierge

HOUSTONIAN•Houston, TX

1d•Onsite

About The Position

The Concierge is responsible for building relationships with guests prior to arrival, during their stay, and after checkout. They are experts on all hotel services and products, curating customized experiences for each guest. The concierge also acts as an ambassador to the City of Houston, providing recommendations on sights, restaurants, activities, attractions, and events. This role involves assisting and collaborating with various departments and third-party vendors to create luxury experiences, handling guest requests, and using creative problem-solving for guest issues to build strong relationships. The concierge must interpret vague requests to find the best possible solutions, maintaining the luxury standard and reputation of The Houstonian Hotel, Club & Spa with the highest levels of discretion and professionalism.

Requirements

A High School Diploma or equivalent is required.
Must work well in a fast-pasted environment with high pressure and/or stressful situations.
Excellent verbal and written communication skills.
Must be poised and composed with ability to remain guest-focused and resolve issues quickly and accurately.
Must be able to multi-task and handle multiple priorities effectively, with strong attention to detail.
A high level of communication skills is required as this position is responsible for communicating frequently with many other departments to assist with guest requests.
Organizational skills are crucial to ensure all times, locations and people involved are aligned.
Must have the ability to speak, read and write fluently in English.
Ability to sit for extended periods of time.
Ability to stand and walk.
Ability to see and read a computer screen and printed matter with or without vision aids.
Ability to enter data into computer.
Ability to operate standard office equipment.
Ability to use a telephone.
Ability to hear and understand at normal levels and on the telephone.
Ability to speak so that others may understand at normal levels and on the telephone.
Ability to stoop, reach overhead, grasp, push, pull, move or lift up to 30 lbs. on an occasional basis.
Ability to effectively engage in one-on-one communication with guests, members, and customers.
Ability to use a 2-way radio to communicate clearly and accurately with co-workers.
Ability to accurately read instructions, reports, and log sheets.
Ability to work with computers and PDAs in varying light conditions.
Ability to analyze and process written information from a variety of sources and effectively communicate content of reports.
Ability to work safely with chemicals according to SDS sheets and all applicable laws, codes and regulatory requirements.

Responsibilities

Regularly use anticipation and adaptability to customize guest experiences.
Main point of contact and communication with guests throughout stay.
Book transportation, arrange amenities, flowers, balloons, surprise gifts and any request a guest may have for enhancing their stay.
Teamwork using excellent communication and organization with several other departments, 3rd party vendors, outside planners.
Must have excellent awareness of services, products, events, and hotel happenings.
Manage, respond, and delegate incoming e-mails, phone calls and text messages through multiple programs with a high level of articulate professionalism.
Take ownership of guest related issues using problem solving skills to find creative ways to rectify issues while building relationships.
Communicate guest issues and preferences to managers and other departments to ensure proper follow up and learnings.
Assist reservations in booking hotel room reservations while guiding future guests on best room product and hotel activities that meet their specific needs.
Assist monitoring our fire safety systems and executing emergency procedures.
Complete checklist of day-to-day tasks while multi-tasking assisting guests in the lobby.
Assist with housekeeping, valet, room service, and other departments’ duties.
Ensure compliance of all Front Office standards, procedures, and services.
Required to work varying schedules, including nights, weekends, & holidays.
Other duties as assigned.