Concierge

Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. A job at 1 Hotels is about more than punching a clock.It'sabout changing the world - little by little.We'rethe world's first mission-driven hotelcompanyandwe'vegot some lofty goals. All we ask is that you bring your true self and do all the good you can!

MAIN DUTIES:

TheConciergeshares a passion for excellence and who infuses enthusiasm into everything they do. This positionhas the opportunity toshapeteammemberand guest experience by providing exceptional knowledge and service in support of ourhotels.

GENERAL DUTIES:

• Provide guests access to allthe cityhas to offer within scope of availability.

• Create special conversations with guests whichidentifypersonal preferencesin order torecord ineach guest's profile history.

• Share in-depth knowledge or access to informationregardingdirections, travel time,costand various forms of transportation.

• Maintain a constantly updated database with extensive information about city highlights.

• Demonstrate first-hand knowledge of the recommendations with thorough research.

• Be proactive andanticipatethe complete requirements to make the experience a success.

• Be knowledgeable of all in-house and arriving guests.

• Arrange tickets for theatre, sportingeventsand local attractions.

• Make and confirm all transportation arrangements withcontractedlimousine company.

• Arrange for package delivery and pickup for guests.

• Assistguests with mail,messagesand any plans or arrangements theyrequire.

• Provide guests witha confirmationof dining reservations, transportation, theatre tickets, etc. in the form of written, printed, or computer-generated forms.

• Communicate allimportant detailsto leadership and colleagues

• Maintain a clean,neatand organized work area.

• Stay current with developments and procedures in the hotel by attending daily front office rallies and reviewing the front office communications pass-onsdaily.

• Ability toassistguests with PMS questions, arrivals, and departures in HMS to prevent any queuing in the lobby.

• Trainsnew or existingconciergesin best practices andculture.

• Perform any other reasonable duties as requested by the leadership team.

• Anticipate and understand guests’ service needs,ascertainsatisfaction, and respond urgently and appropriately to guest concerns and requests.

• Greet, welcome and acknowledge all guests by name and respond to their requests in a courteous and professional manner using professional language at all times.  Remain attentive to the needs of all guests,providing them with dependable,punctualand enthusiastic service. Provide courteous,friendlyand efficient service to all internal and external guests. Thank guestswith genuineappreciation.

• Identifyopportunities tooptimizeperformance and create value by challenging existing processes; encouraging innovation and driving necessary change.

• Be a clear thinker, analyze and resolve problems, exercise good judgement, resolutions must be thoughtful, and with the guest in mind. Immediate follow-up with a leader is expected.

• Establish andmaintainopen, positive, collaborative, and professional internal and external relationships. Develop lasting relationships with guestsand tosecure repeat business. Foster and promote a cooperative working environment, maximizing efficiency and delivering the ultimate guest experience.

• Follow all company and safety and security policies and procedures; report any maintenance problems, safety hazards, accidents, or injuries; complete safety training and certifications;properly storeflammable materials. 

• Ensure compliance with hotel policies, procedures, and standards with self and colleagues.

• Ensure uniform and personal appearance are clean and professional.

• Maintain confidentiality of proprietary and guest information.

• Embody the 1 Hotels Vision,Missionand Compass; deliver on Our Promise, provide Good-NaturedServiceand uphold our Brand Pillars. 

QUALIFICATIONS & SKILLS:

• Are organized and proficient at multitasking

• Ability to speak effectively before groups of guests or team members and ability to respond to and creatively resolve guest inquiries and complaints.

• Ability to read and understand documents such as safety rules,operatingand maintenance instructions and procedure manuals.

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructionsfurnishedin written, oral,diagramor schedule form.

• Ability to learn and work with technology including devices such as computers,iPodsand iPads.

• Excellent guest service skills.

• Ability to follow directions and work in a team environment.

• Ability to remain flexible and adaptable.

• Proficient in verbal and written English communication

• Mustpossessa high quality, detailed and service work ethic.

• Ability to work in a fast-paced environment.

• Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture.

• While performing the duties of this job, the team memberis regularly required tostand; use hands/fingers; to handle, or feel objects, reach with hands and arms, talk, hear, taste & smell. The team member isfrequentlyrequired to walk, kneel, or crouch and mustpossessthe ability to stand forlong periods(more than 8 hours).

• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, team members maybe requiredtoworkvarying schedules, including holidays and weekends to accommodate the business and demands of the property.