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Concierge

3 months ago

West Hollywood, United States The London West Hollywood at Beverly Hills Full time
Job Description

I. Job Summary
The concierge is a critical link to guest satisfaction. Responsibilities include welcoming guests, assisting guests with specific requests including, but not limited to providing directions, booking reservations on and off the property, coordinating with bell and restaurant staff to meet immediate guest needs, coordinating with local vendors to keep abreast of services provided and to coordinate bookings, responding to and resolving guest inquires and complaints, and ultimately ensuring guests feel well-cared for and valued. This person should be very comfortable interacting with guests and potential clients in a highly professional manner.

II. Job Responsibilities

Guest Communication

  • Maintain a personal demeanor that is friendly, cheerful and courteous at all times.
  • Greet guests by name.
  • Ensure that all guests feel welcomed to the property.
  • Apply open-ended questions in order to determine guests-needs.
  • Book reservations for transportation or other attractions without vendor bias.
  • Ensure guest satisfaction by responding to guest inquiries with accurate information and a positive attitude.
  • Answer inquiries pertaining to hotel services, registration of guests, shopping, dining, entertainment, and travel directions.
  • Respond to phone calls and emails in a timely manner.
  • Welcome and effectively resolve guest questions, issues and complaints with supervisor assistance as needed.
  • Provide constant and consistent communication with other departments and supervisors/managers in order to ensure guest satisfaction.
  • Attend team briefings.

Financial Transactions

  • Handle cash, credit card, currency conversions and other financial transactions.
  • Post room charges.
  • Compute or adjust bill, collect payment, and make change for guests.

Training

  • Complete training on operating job specific systems.

Perform other duties as assigned.

Source: Hospitality Online