Concierge
Job Description
POSITION OVERVIEW:
As a Concierge at The Pierre New York, A Taj Hotel, you will be the epitome of hospitality and service excellence. You will play a pivotal role in ensuring that our guests’ needs are not only met but exceeded, providing personalized assistance and recommendations to enhance their experience at our prestigious establishment.
KEY RESPONSIBILITIES
Serve as the primary point of contact for guests, warmly greeting them upon arrival and maintaining a professional demeanor throughout their stay.
Anticipate guests' needs and proactively offer assistance to enhance their experience.
Provide a wide range of concierge services, including restaurant reservations, transportation arrangements, theater ticket bookings, and tour recommendations.
Utilize extensive knowledge of New York City to tailor recommendations and itineraries based on guests' preferences.
Address guests' inquiries, requests, and concerns promptly and effectively, demonstrating empathy and resourcefulness.
Maintain clear and concise communication with guests, colleagues, and other departments to ensure seamless coordination of services.
Manage resources efficiently, including maintaining an up-to-date database of contacts, vendors, and local attractions.
Collaborate with other hotel departments to ensure a cohesive guest experience and smooth operation of services.
Stay updated on industry trends, local events, and attractions to continuously enhance service delivery.
Supervise bell staff to ensure smooth arrival and departure of guests, proper handling of luggage, and follow-up on guest requests.
Provide accurate and expert information to guests in a courteous and professional manner.
Take messages for in-house or arriving guests with accuracy and proper follow-up.
Handle incoming and outgoing mail, packages, and emails accurately and timely.
Establish close contacts with city activities providers to provide VIP information, ticketing, reservations, etc.
Maintain knowledge of all hotel services, hours of operation, key personnel, and hotel policies.
Keep management informed of any guest problems or complaints and actions taken.
Assist in the reconciliation of charges originating from the Concierge Desk with accuracy.
Display a high level of integrity and ethics at all times.
Respond properly in any hotel emergency or safety situation.
Perform other tasks or projects as assigned by hotel management or departmental management.
QUALIFICATIONS and REQUIREMENTS:
High school diploma or equivalent required.
Additional education or certification in hospitality management or related field is a plus
Minimum 2 years’ experience as a lobby level hotel Concierge in the luxury market and/ or related luxury experience.
Exceptional interpersonal and communication skills, with fluency in English (additional languages are a plus
Fluency in a language other than English strongly preferred.
Ability to attend to detailed and meticulous guest requests.
Utilization of hotel computer systems and phone systems effectively; prior knowledge of Microsoft Office, OPERA, ALICE, and digital platforms such as RESY, OpenTable, Seven Rooms, etc. a plus
PHYSICAL REQUIREMENTS
NOTE: All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
Position: *Standing/walking; forward bend, overhead reaching, kneeling to lift packages and suitcases
Force: * Average package or suitcase: 25 lbs.
*Heaviest package or suitcase: 50 lbs.
*Scale: 25 lbs.
Repetitions: * Lifting occurs 3-4 x hour x 8 hours/day
*50 lbs. lifts occur occasionally
*25-30 lbs. lift occur frequently
*Standing/walking is continuous
Sensory: *Good communication skills necessary (speech and hearing)
