Concierge

PURPOSE AND OBJECTIVES OF POSITION 

Provide exceptional service to ensure memorable stays for all guests while delivering all Forbes, Leading Quality, Brand standards and departmental procedures at all times. Through proficient knowledge of the city, hotel, procedures/standards and the ability to deliver anticipatory sincere service, increase long term guest loyalty. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

-       Ensure highest level of guest service by anticipating guest’s needs while maintaining all standards such as Forbes, Langham Brand and Departmental standards   

-       Communicate and record information acquired in the Concierge department with other departments in a timely manner leading to enhanced guest experience and increased guest loyalty   

-       Have exceptional knowledge of the city and use it to personalize in assisting requests from each guest

-       Provide directions; Make appropriate recommendations and reservations (i.e. restaurants, theater, tours, sporting events) according to guest’s preferences, and record information in the systems (Opera and ALICE)    

-       Supervise bell and door colleagues when Chef Concierge is away from the Concierge desk

-       Communicate with the Rooms Division team to follow up and follow through on any pending issue, and leave appropriate records for tracking purposes (i.e. Daily Pass on/Follow up emails, Comments in Opera/ALICE, etc.)

-       Reviews daily events and notes group and VIP arrivals, meeting schedules and locations at the beginning of each shift

-       Respond to guest requests in a timely fashion delivering outstanding guest service while recording/communicating the information

-       Post all applicable charges in a timely manner with required backup paperwork (i.e. Limos, flowers, Porterage, gift deliveries, etc.)

-       Record handling of all packages (i.e. FedEx, UPS), requests (Restaurants, Limousine, Newspapers, Shoes, Gifts, etc.) and any situations in appropriate systems such as Opera, Hotsos and ALICE

-       Maintain logs and directories for department use.  (I.e. auto/limousine rentals, departmental accounting, etc.) and Prepare departmental payment for services rendered

-       Report any discrepancies and potential issues to supervisor/Chef Concierge

-       Cover Bellman’s breaks and assist colleagues in the lobby area (i.e. Service Stylist) to ensure presence in the lobby at all times 

JOB KNOWLEDGE, SKILL AND ABILITY 

-       Must have an excellent knowledge of Boston

-       Ability to communicate (read, write and speak) in the English language to the level of mutual understanding with supervisor, colleagues and guests

-       Ability to work in a fast paced environment with frequent interruptions

-       Digital dexterity; capable of using computers

-       Member of Les Clefs d’Or a plus

EDUCATION AND/OR EXPERIENCE 

-       Previous experience as Concierge in five star hotel standards preferred

-       Previous experience in hotel operations preferred

-       Previous experience in working with international colleagues

-       College degree preferred

-       Proficiency in two or more languages both written and spoken preferred

-       CPR certification a plus