Concierge

Description

Key Responsibilities :

Concierge Services :

• Manage and coordinate all established concierge operations, including making reservations for dining, tours, and activities.
• Develop and maintain relationships with guests ,local businesses, restaurants, and service providers to ensure access to exclusive or high-quality options for guests.
• Stay informed about local events, attractions, and happenings to provide up-to-date recommendations.

Guest Relations :

• Manage day-to-day activities of the Guest Relations Desk.
• Provide personalized service to guests, including handling special requests, arranging transportation, and offering recommendations for dining, entertainment, and local attractions.
• Address and resolve guest complaints or concerns promptly and professionally.
• Anticipate guests' needs and preferences to enhance their stay.
• Create a check-in / check-out environment and hotel experience for VIP and special guests that according to past history, rate or preference.

Team Management :

• Schedule and allocate tasks among team members to ensure efficient and effective operation.
• Communicate and enforce policies and procedures. Attend pre-shift meeting and review all information pertinent to the day’s activities.
• Follow procedures for monitoring phone calls to ensure that all calls are answered and recorded according to established scripts and procedures, coordinate the dispatch of amenities, service, and / or work orders to the appropriate departments and staff.

Ensure that all methods of tracking (i.e. systems) are monitored and activated in an appropriate manner.

May be required to do Manager on Duties shift.

Administrative Duties :

• Maintain accurate records of guest requests, preferences, and feedback.
• Prepare reports on concierge operations and guest satisfaction.
• Manage department inventory and supplies.

Communication :

• Act as a liaison between guests and hotel management to communicate special needs or requests.
• Collaborate with other departments to ensure a seamless guest experience.

Problem Solving :

• Handle unexpected situations and resolve issues creatively and efficiently.
• Follow up with guest issues ensuring resolve in accordance with Sonesta policies and procedures.
• Stay calm under pressure and maintain professionalism in all interactions.

Qualifications and Skills

A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support his / her competency.

• Track record of delivering exceptional guest and client experience.
• Les Clefs d’Or Certification Preferred .
• Demonstrable expertise in analysis and action taking.
• Demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Ability to prioritize and organize work assignments.
• Ability to self direct tasks and prioritize work
• Extensive knowledge of hotel and hospitality industry.
• Frequently standing up or moving within and outside of the facility
• Carrying or lifting items weighing up to 50 pounds
• Handling objects, products
• All other duties as assigned.
• Ability to act as MOD if necessary.

Other :

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training
• Mathematical skills, including basic math, budgeting, profit / loss concepts, percentages, and variances are utilized frequently.
• Problem solving, reasoning, organizational and training abilities are used often.
• May be required to work nights, weekends, and / or holidays

Additional Job Information / Anticipated

Pay Range

WHO WE ARE

We are an organization made up of people, thoughts and ideas all working towards fulfilling our simple mission :

We will achieve our mission by being passionate about exceeding expectations - by being persistent, resilient, and constantly seeking new and creative ways to succeed.

Doing the Right Thing and Going Beyond are our principles that guide everything we do.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

This job description is subject to change at any time.

Salary Range : $50,000.00 - $53,900.00 Annually

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families.

We offer a variety of benefits to our employees including :

Salaried FTE Benefits

Food and Beverage Discount

RRSP Match

Drycleaning

Competitive Medical and dental benefits

Competitive Extended health care coverage

Various employee perks and benefits

Tuition reimbursement

Employee Assistance Program

Competitive Short- and Long-term disability program

Paid vacation

Paid sick days

Employee discounted hotel rate- for all Brands within the company

Unionized FTE Benefits

Food and Beverage Discount

RRSP Match

Tool and shoe reimbursement

Competitive Medical and dental benefits

Competitive Extended health care coverage

Various employee perks and benefits

Tuition reimbursement

Employee Assistance Program

Competitive Short term disability

program

Paid vacation

Paid sick days

Employee discounted hotel rate- for all Brands within the company

Unionized PTE Benefits

Food and Beverage Discount

Employee discounted hotel rate

Tool and shoe reimbursement

Various employee perks and benefits

Employee Assistance Program

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.