Personal Concierge

BHC•Charleston, SC

2d•Onsite

About The Position

The Personal Concierge serves as The Charleston Place's ambassador and one point-of-contact for guests. They have a high responsibility and ownership of the guest experience and are encouraged to execute on guest needs, both requested and unexpressed. This team utilizes pre-arrival knowledge and face-to-face interactions to truly understand our guests and their individual experiences in order to ideate, anticipate, and provide a tailored experience. Each Personal Concierge owns their guests and delivers seamless service that eliminates guest stress and builds brand bond.

Requirements

Enjoys multi-tasking and communicating in a fast-paced environment.
Likes to engage with people and understand what makes them unique.
Takes action in making things happen and can adapt when needed.
Strong customer service skills, guest relationship experience.
Knowledge of front and back of house operations.
Fluent and professional communication both written and verbal.
Works well under pressure, multitasking, and team player.
Extreme attention to detail in all areas, organizational skills, and thinks strategically.
Must be able to lift equipment, supplies, etc. of at least 30 pounds.
Must be able to resolve problems, handle conflict, and make effective decisions under pressure.
The role may require extended periods of time on your feet, especially during peak hotel hours or events.
Good hearing is necessary for effective communication with colleagues, guests, and stakeholders.
Available to work varied shifts, including nights, weekends, and holidays.

Responsibilities

Actively represents the hotel and BHC within all interactions
Maintains communication with guests during their stay, actioning and owning all guest requests
Ensures guest rooms are tailored to guest preferences
Provides the welcome and check-in experience for guests arriving on property
Owns customer experience elements, including service recovery (escalating when needed)
Engages with guests and takes part in enhancing their visit
Coordinates with Housekeeping and Engineering
Builds relationships and rapport with guests pre, during, and post -stay
Facilitates fond farewell for departing guests
Supports the planning and coordination of special guest recognition
Works at the busiest time including evenings, weekends, holidays while properly leading the team
Understands what objectives are important to the hotel and ensures the entire team is focused on exceeding expectations
Treat guests, team members and third-party vendors with courtesy, respect, and dignity
Practices preventative safety procedures daily
Must maintain stability, dependability, and professionalism when faced with changing, stressful, and challenging situations
Performs other duties as assigned for the operation