Guest Service Concierge

Radiate Hospitality•Palo Alto, CA

2d•Onsite

About The Position

Be the Welcome. Create the Experience. Make Every Stay Memorable. We believe memorable hospitality starts with genuine connections, thoughtful service, and making every guest feel truly welcome. We are seeking an energetic, personable, and service-focused Guest Service Concierge to join our first-class Front Desk Team. This is an exciting opportunity for someone who enjoys meeting new people, solving problems, and creating memorable experiences from arrival through departure. As a Guest Service Concierge, you'll provide a combination of front desk, bell, and concierge services while serving as a knowledgeable and welcoming resource for our guests.

Requirements

Outstanding customer service and interpersonal skills with a friendly and professional approach.
Strong verbal and written communication skills.
Ability to listen to guest concerns and resolve problems thoughtfully and professionally.
Strong attention to detail and accuracy when handling guest information, accounts, and financial transactions.
Ability to learn and confidently use hotel property management, Front Desk, and cashier systems.
Ability to multitask, prioritize responsibilities, and remain composed in a fast-paced hospitality environment.
Ability to work effectively both independently and as part of a team.
Flexible availability based on hotel business needs, including mornings, evenings, weekends, and holidays.

Nice To Haves

Previous front desk, reservations, guest services, and/or hospitality experience preferred.

Responsibilities

Welcome guests with warmth, professionalism, and genuine hospitality throughout their stay.
Build authentic connections with guests and create personalized experiences that make them want to return.
Follow established service standards when greeting guests, assisting with arrivals and departures, responding to transportation requests, and directing traffic flow at the front of the hotel when needed.
Use proper sequence-of-service techniques across front desk, bell, and concierge responsibilities.
Highlight hotel amenities, services, and features while creating a positive and memorable impression and inviting guests to stay with us again.
Check guests in and out efficiently and accurately while ensuring they are properly accommodated.
Maintain complete and accurate guest records, room assignments, and payment information.
Become knowledgeable in Front Desk computer and cashier systems, including room rates and available accommodation types.
Post charges and payments accurately to guest, banquet, master, and house accounts.
Verify guest payment methods and ensure transactions and account postings are complete and accurate.
Provide guest services covering front desk, bell, and concierge responsibilities, including luggage assistance, transportation requests, restaurant and tour reservations, and hotel and city information.
Serve as a knowledgeable resource by providing information and recommendations about hotel services, dining, entertainment, attractions, transportation, and the surrounding area.
Stay informed about daily hotel functions, events, facilities, features, and services to confidently answer guest questions and provide recommendations.
Anticipate guest needs whenever possible and proactively provide helpful solutions and personalized service.
Listen carefully to guest questions, requests, and concerns and respond with professionalism and empathy.
Resolve guest concerns creatively, professionally, and promptly while working toward positive solutions.
Communicate effectively with other hotel departments to ensure guest requests and concerns are addressed in a timely manner.
Maintain a calm, positive, and guest-focused approach, including during busy periods and challenging situations.
Remain continually alert to the safety and security of guests, employees, and hotel property.
Promptly report unsafe conditions, security concerns, or unusual situations to the appropriate supervisor.
Collaborate with Front Desk and other hotel departments to provide seamless and consistent guest service.
Help maintain a welcoming, professional, organized, and guest-ready environment.