Navigator (Concierge)

Stonebridge Hospitality Management•New York, NY

5d•Onsite

About The Position

The Navigator will respond 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.

Requirements

Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to speak English fluently.
Ability to interpret and perform basic computer and POS system functions.

Nice To Haves

Associate demonstrates a high QUALITY of work: Demonstrates accuracy and thoroughness. Monitors own work to ensure quality. Provides the best possible service to clients and customers.
Associate demonstrates acceptable PRODUCTIVITY standards Meets or exceeds productivity standards. Produces adequate volume of work efficiently in a specific time.
Associate demonstrates excellent CUSTOMER SERVICE SKILLS Responds to requests for service and assistance. Demonstrates the desire and ability to provide high quality service to both internal and external customers. Solicits customer feedback to improve service.
Associate demonstrates INITIATIVE Asks for and offers help when needed. Includes appropriate people in decision-making.
Associate demonstrates ACCOUNTABILITY for their job performance Takes responsibility for own actions. Performs work with little or no supervision; works independently. Can be relied upon regarding task completion and follow up.

Responsibilities

Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
Resolves customer complaints; assists 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.
Assure that collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
Acts as a resource and knows what activities are available in the city (theater, sports, concerts, shows, special exhibits, sightseeing) and assists guests in these areas in order to provide information, ticketing, and reservations for guests.
Effectively communicates with all other departments to coordinate and insure that guest requests and expectations are met.
Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Bell Desk, Business Center, and lobby coverage.
Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.
Performs other duties as assigned by supervisor.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the position.