Concierge

Job Responsibilities

• Provide warm, professional, and personalized service to all guests, visitors, and team members while maintaining the highest standards of hospitality.
• Welcome guests by name whenever possible and build rapport through genuine, engaging interactions.
• Anticipate guest needs by asking thoughtful questions and offering personalized recommendations and solutions.
• Maintain comprehensive knowledge of local restaurants, entertainment, cultural attractions, shopping, sporting events, transportation, and community events.
• Arrange restaurant reservations, transportation, tours, entertainment, spa appointments, business services, and other guest requests while remaining vendor neutral.
• Coordinate guest requests with Front Office, Bell Services, Housekeeping, Engineering, Security, Food & Beverage, Valet, and other departments to ensure seamless service.
• Maintain active relationships with local businesses, vendors, attractions, and community organizations to enhance guest offerings.
• Participate in local Concierge Association activities and professional networking opportunities, as appropriate.
• Maintain current listings of local attractions, transportation options, maps, brochures, and hotel information; ensure materials remain organized and fully stocked.
• Provide accurate information regarding hotel amenities, restaurants, lounges, retail outlets, operating hours, and resort services.
• Respond promptly to guest inquiries received in person, by telephone, email, or other communication channels.
• Document guest preferences, special occasions, reservations, purchases, requests, and guest history within Go Concierge or other designated systems.
• Provide personalized welcome calls or outreach to VIP guests and other designated arrivals.
• Ensure guest requests are completed accurately and followed through to completion.
• Coordinate shipping and receiving requests for guests utilizing FedEx, UPS, USPS, DHL, and other shipping providers.
• Process billing and maintain appropriate documentation for concierge services, purchases, and third-party reservations.