Division & Department
Rooms - Concierge
The primary function of the Concierge is to assume the following job responsibilities: Coordinate and process our Guests’ requests and special demands through a large network of vendors, in accordance with policies, procedures and government laws and regulations. The Concierge has a close relationship with Travel Agents, Front Office, Bellmen, Communication Center and the Sales Department in order to create memorable experiences for our clientele. Provides quality service to ensure positive results reflected in AAA, Forbes standard results and guest comment cards.
Individual needs to have a professional appearance and warm, accommodating confident, enthusiastic, motivating personality and abide by the principles, goals and policies in The Beverly Hills Hotel Pledge. Due to the nature of the hospitality industry, employees are required to work varying schedules, including holidays, to accommodate the business and demands of the hotel. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Is knowledgeable about the activities available in the city (theater, arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc.) and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for guests and Travel Agents
Assists Guests in the Lobby with luggage.
Assists Guests and Patrons with printing, faxing and scanning documents.
Assists Guests and Patrons over the phone.
Assists Guests and Patrons via email.
Assists Guests with basic Front Office tasks.
Anticipates, coordinate and performs all guest requests and requirements as long as they are legal and ethical.
Essential Functions & Physical Requirements
Logs requests, services, tasks, information and preferences in GoConcierge, Opera, HotSOS and CRM (Nexus) as well as other programs.
Creates memorable positive experiences to our Guests and Patrons.
Handles guest deliveries including messages, mail, faxes, telexes, packages, flowers, etc.
Provides a personal and reasonable recovery to our Guests who experienced missed expectations.
Works closely with the Front Desk to ensure the smooth handling of guest requests.
Works closely with the Sales Department in handling of groups, VIP’s, return guests, etc. Establishes rapport with frequent visitors. Keep Reservations and Front Office staff well informed about guest’s
Works with Operations Team to notate and rectify problems as they may arise during the Guest experience to ensure full recovery
Resolves guest concerns, keeping senior management well informed as to the issue and actions taken.
Send pre-arrival emails to our Guests to anticipate and/or respond to their needs.
Maintains the Concierge desk and the Lobby clean and organized
Responds properly in any hotel emergency or safety situation.
Cross train in other areas of the hotel as needed to understand the overall operations of a hotel.
Operates by the principles, goals and policies of The Beverly Hills Hotel Pledge.
Satisfactorily communicates in English with guests, management and co-workers to their fullest understanding.
Performs other tasks or projects as assigned by hotel management and staff.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk, and hear. The employee frequently is required to stand for up to 8 hours and use hands to finger, handle, or feel objects, tools, or controls. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and color vision.
Qualifications and Desirables
EDUCATION & EXPERIENCE:
4 year College or University degree. 2-3+ years of luxury hotel experience. Ability to effectively listen, communicate and engage. Create a warm, genuine and helpful environment for our Guests and Employees. Multi-task, problem-solver and prioritize activities and duties within the Department. Ability to work well with others and other departments. Ability to communicate via emails.
Good computer skills including internet, Word, Excel and Emails. Great knowledge of the city, touristic venues and local restaurants. Keeping up to date with expositions and shows. Excellent English verbal and written communication skills. Ability to work under own initiative in a highly pressured environment. Team player and able to accept feedback.
Ability to read, write analyze, speak, and interpret English.
Ability to work with mathematical concepts necessary for sales. Apply concepts such as fractions and percentages to practical situations. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions and percentages
Ability to define problems collects data, establish facts and draw valid conclusions. Ability to interpret instructions and guidelines set by the hotel’s policy and procedures.
- Medical Benefits
- Pension/401k Plan
- Sick Time
- Hotel Benefits
All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status. 7. We are an equal opportunity employer with a commitment to diversity.
The employer will make reasonable accommodations in compliance with the Americans with Disability Act.
A concierge is not to handle any human body fluid, biological agents, laboratory chemicals.
Full time Job location
9641 Sunset Blvd 90210 Beverly Hills