OVERVIEW:
As a Concierge, you will use your knowledge of the city to answer questions about everything from dining, entertainment, recreation and sports events to floral services, tours, transportation, child care and more. You should also be prepared to answer any questions concerning hotel facilities, meeting rooms, or events and give directions as necessary. You will maintain current information and materials regarding hotel facilities and services, local restaurants and attractions and any conventions, meetings, and special events held in the hotel and the city. To promote guest satisfaction, you will respond to any guest requests for special arrangements or services including transportation, reservations, dry cleaning and any other reasonable requests. You should also be prepared to assist the Front Desk with check-in and check-out processes as business necessitates. Overall, you will be guests' and employee’s go-to when it comes to everything involving the hotel and the surrounding area.

ESSENTIAL FUNCTIONS:
Answer, record, and process all guest calls, messages, requests, questions, or concerns.
Speak using clear and professional English; answer telephones using appropriate etiquette.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees.
Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
Contact appropriate individual or department as necessary to resolve guest call, request, or problem.
Review shift logs/daily memo books and document pertinent information in logbooks.
Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities.
Comply with quality assurance standards.
Notify Loss Prevention/Security of any reports of theft.
Follow company and department policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; wear nametag; maintain confidentiality of proprietary information; protect company assets.
Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Stand, sit, or walk for an extended period of time.
Have access to reliable transportation and follow attendance policy

ADDITIONAL POSITION DUTIES:
Respond to any reasonable task assigned by Front Office Managers and Supervisors.
Assist in other areas of the operation as needed.
Notify Loss Prevention/Security of any reports of theft.
All other duties as assigned.


OTHER:
Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled mandatory training sessions and meetings is required.
Upon employment, all employees are required to fully comply with policies and procedures for the safe and effective operation of the hotel’s facilities.
The above statements are intended to describe the general nature and level of work being performed by employees. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.