Concierge

Position details

Guest service responsibilities

• Handle requests for exceptional arrangements or services, including transport, reservations, and dry cleaning, by taking action or finding suitable providers.
• Respond to special requests, including those from guests with particular needs, and follow up to ensure satisfaction.
• Share information about the hotel, nearby services, special events, and activities.
• Record and respond to guest calls, messages, questions, and requests, and resolve problems.
• Coordinate with relevant employees and departments to fulfill requests and resolve guest issues.
• Review shift logs and record relevant information in the department log.

Operations and standards

• Monitor lounge-bar seating, service, security, and guest wellbeing.
• Report accidents, injuries, and unsafe conditions to a manager and complete safety training and certifications.
• Welcome guests to brand standards, anticipate and address needs, assist guests with disabilities, and thank guests warmly.
• Follow company policies, procedures, and quality standards; maintain a clean, complete uniform and professional appearance.
• Protect confidential hotel and brand information and company property.
• Build constructive relationships with colleagues, support shared goals, and respond appropriately to coworkers' concerns.
• Perform other duties requested by managers that are consistent with the role.

Qualifications

• A secondary-school diploma or equivalent is recommended.
• No related work experience or supervisory experience is required.
• No license or certification is specified.
• The role requires prolonged standing, sitting, and movement during shifts.
• The role requires moving, lifting, carrying, pushing, pulling, and placing loads up to 4.5 kilograms.
• Communicate clearly and courteously, prepare accurate written documents, and use appropriate language on the telephone.

About St. Regis