Job Description
The Concierge Agent is a central part of the Front Of the House Team whose main objective is to ensure our guests are provided with upscale service experiences throughout their stay.
- Provide upscale service experiences for guest throughout their stay
- Ensure guest are properly greeted upon their arrival
- Promote all hotel amenities, conveniences and programs offered
- Ensure that concierge desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
- Works with guests pre arrival and in house to ascertain preferences and provide insightful recommendations.
- Conducts pre arrival process to contact all future guests to arrange services including but not limited to Wine Tastings, Dining Reservations, shipping packages, various Transportation methods, and researching different vendors and service providers.
- Follow up with guest pre-arrival, within a time of response.
- Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
- Maintains permanent communication with guest through our messenger app, with immediate response, and a proper closure of interaction.
- Resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
- Interaction with guest will be in person and by phone, following our Brand standards.
- Great knowledge to activities that available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests
- Perform additional duties as assigned by Concierge Manager and Front Office Manager
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