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Concierge

posted August 4, 2019

1 Hotel Brooklyn Bridge
Brooklyn, NY
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789504 l

About This Job

Job Description

ABOUT 1 HOTELS

As a luxury lifestyle hotel brand inspired by nature, 1 Hotels cultivates the best of eco-conscious design and sustainable architecture, together with extraordinary comfort and an unrivaled level of service. 1 Hotels launched in 2015 with the opening of exclusive properties in Miami’s South Beach and Manhattan’s Central Park. 1 Hotel Brooklyn Bridge, which opened in February 2017, is the first ground-up build, flagship property for 1 Hotels in Dumbo’s Brooklyn Bridge Park. All 1 Hotels properties are inspired by a simple idea: those that travel the world also care about it. 1 Hotels upholds this vision by channeling nature through design and culinary partnerships, while connecting with the local community and taking sustainable steps to make a big difference. Additional information can be found at www.1hotels.com.

Some benefits of working with us - Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. As a part of our team, you can look forward to activities that drive your passion for nature such as:

• Sustainable, beautiful and inspiring work environment - You see and feel nature everywhere in the hotel - our hotel was built in Brooklyn Bridge Park

• Work life balance: Paid Time Off, Holidays

• Annual 8 hours paid to volunteer & hotel organized volunteer opportunities

• Pre-tax benefits to encourage commuting, and even free bicycle parking

• Wellness is important - competitive healthcare benefits & delicious, healthy meals - which are free

• Financial security - a great 401(k)/retirement savings plan

• Career advancement, in-house training, education assistance.

POSITION OVERVIEW

Work effectively as part of the Front of House service team to provide efficient and courteous Concierge service to internal and external guests. Primarily responsible for, but not limited to, responding to a wide variety of guest requests by accurately assessing the needs of the guest and adding personal recommendations and touches to deliver the ultimate guest experience and maximize guest engagement while complying with all 1 Hotels policies.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Provide guests access to all New York City has to offer within scope of availability.

• Create special conversations with guests which identify personal preferences in order to record in each guest's profile history.

• Share in-depth knowledge or access to information regarding directions, travel time, cost and various forms of transportation.

• Maintain a constantly updated database with extensive information about city highlights.

• Demonstrate first-hand knowledge of the recommendations with thorough research.

• Be proactive and anticipate the complete requirements to make the experience a success.

• Be knowledgeable of all in-house and arriving guests.

• Arrange tickets for theatre, sporting events and local attractions.

• Make and confirm all transportation arrangements with contracted limousine company.

• Arrange for package delivery and pickup for guests.

• Assist guests with mail, messages and any plans or arrangements they require.

• Provide guests with a confirmation of dining reservations, transportation, theatre tickets, etc. in the form of written, printed, or computer-generated forms.

• Communicate all important details to leadership and colleagues

• Maintain a clean, neat and organized work area.

• Stay current with developments and procedures in the hotel by attending daily front office rallies and reviewing the front office communications pass-ons daily.

• Ability to assist guests with PMS questions, arrivals, and departures in HMS to prevent any queuing in the lobby.

• Perform any other reasonable duties as requested by the leadership team.

• Anticipate and understand guests’ service needs, ascertain satisfaction, and respond urgently and appropriately to guest concerns and requests.

• Greet, welcome and acknowledge all guests by name and respond to their requests in a courteous and professional manner using professional language at all times. Remain attentive to the needs of all guests, providing them with dependable, punctual and enthusiastic service. Provide courteous, friendly and efficient service to all internal and external guests. Thank guests with genuine appreciation.

• Identify opportunities to optimize performance and create value by challenging existing processes; encouraging innovation and driving necessary change.

• Be a clear thinker, analyze and resolve problems, exercise good judgement, resolutions must be thoughtful, and with the guest in mind. Immediate follow-up with a leader is expected.

• Establish and maintain open, positive, collaborative, and professional internal and external relationships. Develop lasting relationships with guests and to secure repeat business. Foster and promote a cooperative working environment, maximizing efficiency and delivering the ultimate guest experience.

• Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications; properly store flammable materials.

• Ensure compliance with hotel policies, procedures, and standards with self and colleagues.

• Ensure uniform and personal appearance are clean and professional.

• Maintain confidentiality of proprietary and guest information.

Embody the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars.

REPORTING RELATIONSHIPS

Reports to the Front of House leadership team of 1 Hotel Brooklyn Bridge.

QUALIFICATIONS & SKILLS

REQUIRED:

• Previous related guest service experience dealing directly with the public and acquired general knowledge of basic customer service skills.

• Must be professional and possess excellent presentation, communication, organization and effective time-management skills.

• Must have very strong knowledge of the restaurants, bars, nightclubs, theatres, Broadway shows and attractions in New York City and Brooklyn.

• Ability to compute basic mathematical calculations, know standard cash handling procedures and knowledge of computerized cash register systems.

• Previous experience in dealing directly with the public and acquired general knowledge of basic customer service skills.

• Ability to learn and work with technology including devices such as computers, iPods and iPads.

• Fluent in oral and written English and excellent overall communication skills.

• Must have vision ability to read written communiques and monochrome computer screen.

• Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.

• Ability to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.

• Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.

• Highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.

• 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing, Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of up to 25 lbs.

• Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment’s notice while being composed under pressure. Doesn’t show frustration when dealing with upset guests or team members.

• Relates well to all kinds of people – up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.

• Genuinely cares about people, demonstrates real empathy with the joys and pains of others.

• Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture.

• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.

PREFERRED:

• Multi-lingual

• Les clefs d'Or member

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About This Employer

1 Hotel Brooklyn Bridge

60 Furman Street
Brooklyn, NY 11201

(347) 696-2500

194 Room Hotel

1hotels.com

Managed by

ABOUT 1 HOTELS

As a luxury lifestyle hotel brand inspired by nature, 1 Hotels cultivates the best of eco-conscious design and sustainable architecture, together with extraordinary comfort and an unrivaled level of service. 1 Hotels launched in 2015 with the opening of exclusive properties in Miami’s South Beach and Manhattan’s Central Park. 1 Hotel Brooklyn Bridge, which opened in February 2017, is the first ground-up build, flagship property for 1 Hotels in Dumbo’s Brooklyn Bridge Park. All 1 Hotels properties are inspired by a simple idea: those that travel the world also care about it. 1 Hotels upholds this vision by channeling nature through design and culinary partnerships, while connecting with the local community and taking sustainable steps to make a big difference. Additional information can be found at www.1hotels.com.

Some benefits of working with us - Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. As a part of our team, you can look forward to activities that drive your passion for nature such as:

  • Sustainable, beautiful and inspiring work environment - You see and feel nature everywhere in the hotel - our hotel was built in Brooklyn Bridge Park
  • Work life balance: Paid Time Off, Holidays
  • Annual 8 hours paid to volunteer & hotel organized volunteer opportunities
  • Pre-tax benefits to encourage commuting, and even free bicycle parking
  • Wellness is important - competitive healthcare benefits & delicious, healthy meals - which are free
  • Financial security - a great 401(k)/retirement savings plan
  • Career advancement, in-house training, education assistance.