Under the general guidance of the Director of Rooms, the Concierge is responsible for delivering personalized, high-quality service to guests by anticipating and fulfilling their needs, preferences, and special requests. The Concierge acts as the primary resource for guests seeking information about the hotel, local attractions, dining, entertainment, transportation, and other services. This role requires exceptional communication skills, local knowledge, and the ability to create memorable guest experiences by providing professional, courteous, and efficient assistance throughout their stay.
YOUR KEY RESPONSIBILITIES:
- Lead and manage the concierge department to ensure outstanding guest service and smooth day-to-day operations.
- Maintain highest levels of guest service and ensure consistency with Delano Brand Standards.
- Oversee scheduling, training, and performance management of the concierge staff.
- Provide knowledgeable recommendations on local dining, entertainment, cultural events, and tourist attractions
- Maintain and regularly update a comprehensive directory of trusted local vendors, service providers, and attractions
- Record guest preferences, special occasions, and feedback to personalize future stays and improve service quality
- Collaborate with other departments to coordinate guest services and ensure efficient problem resolution process.
- Monitor guest feedback and implement service improvement strategies.
- Ensure full compliance with health, safety, and hotel policies and procedures.
- Drive team member engagement and team development through regular training and coaching.
- Mentor, coach and guide staff on working successfully in a team atmosphere.
- Ensure all necessary reports and forms are completed daily.
- Create a network of contacts to access unique experiences for guests (out of hour access to sights, exclusive invites to exhibitions etc.)
- Cover for the door and bell colleagues when needed
- Be familiar with all hotel services and functions
- Any other reasonable duties as assigned by the supervisor or manager.
- We recognize we are in the hospitality industry and that may require us to provide lateral service.
- We will on occasion call for each individual in the team to, on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.