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Guest Concierge

3 months ago

New Orleans, United States Undisclosed Full time $60,000 - $70,000
Job DescriptionJob Description

We are looking for a Guest Concierge for our client, a leading provider of large-format, luxury short-term rentals on the national level.

General Overview

Our client is committed to a 5-star guest experience. They created this role to provide guests with a dedicated point of contact before and during their stays. Instead of being a generalist communications agent serving all guests and properties, this role is assigned to serve specific properties and developments to provide a higher touch guest experience. This role was designed to ensure that while they grow rapidly, they create and maintain a unique luxury standard of service and improve their response time to guest concerns.

Compensation:

  • Salary ranges from $60,000 to $70,000 depending on experience, plus annual performance-based pay of around $4,500.

Onsite Services (40% of time allocation)

  • Provide in person support for guests during heavy check in and check out periods, ensuring that guests’ first and last impressions of company are positive and create repeat guests.
  • Partner with management in the development of field trials for add-on services, providing feedback on new programming and operational support and building a test site for best in class luxury experiences.
  • Build positive relationships in the community by ensuring that our homes are great neighbors from an aesthetic, cleanliness, and noise standpoint.
  • Work collaboratively with property operations to expedite maintenance ticket completion, particularly in cases of guest discomfort or distress, and coordinate onsite maintenance as well as guest support and resolution.

Concierge Communications (50% of time allocation)

  • Provide a seamless, single point of contact experience for guests at specific properties and developments.
  • Process all incoming guest communications (text, email, phone call, online message, etc) in accordance with company policy.
  • Elevate guest experience for VIP guests and provide unique anticipatory hospitality for guests visiting for special occasions.
  • Communicate with guests on the day of arrival, ensuring that they have completed the guest verification portal, are in agreement with our house rules and usage agreement, and have received accurate check in information in a timely manner.
  • Perform mid stay check ins with guests to ensure continuity in quality of guest experience and pre-emptively address issues that arise throughout guest stays.
  • While guests are in-house, this role is responsible for addressing guest questions and concerns via phone calls and written communication. This role will take ownership over closing the loop on any maintenance/facilities concerns that may arise during guests' stays.
  • Process claims related to damage caused by guests, acting as a liaison between company and travel
    platform support.

Client Account Management (10% of time allocation)

  • Provide investors and ownership groups with:
    • Ongoing communication for required expense approvals and key facilities matters.
    • Periodic meetings to check in about the operation.
    • Support the finance team by providing context on facilities and operations issues.

Requirements
A successful hospitality agent will anticipate guest needs, prevent and solve guest issues, and ensure that their
assigned homes are damage-free and well-maintained.

  • Experience working in a luxury hospitality environment.
  • 1-3 years of experience working in a customer service role
  • Native fluency in English (spoken, written, and reading)
  • Excellent verbal and written communication skills 
  • High energy - thrives in a fast-paced work environment
  • Lives in or within a 30-minute drive to New Orleans, LA
  • Must have a valid driver’s license, an upstanding driving record, and access to their own dependable truck and/or van

Schedule & Benefits

  • Benefits package: Insurance, 401k, PTO, preferential rates at company properties, etc.
  • A monthly gas stipend will be provided for the use of the vehicle for work
  • This is a full-time role that requires 5 work days/week, with 2 days off.
    • Scheduled shifts are Monday, Thursday, Friday, Saturday, and Sunday.
  • This position may require work after hours and/or occasionally during holidays.
  • This role has both an in-office (60%) and on-site component (40%). On-site time is to be concentrated around periods of arrival and departure for guests (Thursday and Friday afternoon/evenings, Sunday and Monday mornings).