Concierge

Four Seasons Hotels and Resorts•Miami Beach, FL

52d•Onsite

About The Position

The Concierge team is dedicated to responding to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies. This role involves handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible, and resolving customer complaints. The Concierge will assist customers in all inquiries related to hotel services, hours of operations, key hotel personnel, in-house events, and directions. They will respond to all guest requests accurately and in a timely manner, making recommendations based on local knowledge and hotel practices. Additionally, the role includes processing packages, faxes, messages, and mail, and ensuring that desk collateral and information for local attractions are updated and current. The Concierge must also be knowledgeable about city activities and establish contacts with vendors to provide information, ticketing, and reservations for guests. Storing and retrieving guest luggage and packages is also a responsibility.

Requirements

Previous experience in a luxury environment
Organization skills
Operation knowledge
Effective communication
Creative and resourceful problem-solving skills
Valid work authorization for the U.S.

Responsibilities

Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.
Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
Works harmoniously and professionally with co-workers and supervisors.
Assure that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
Knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests.
Stores and retrieves guest luggage and packages.