Concierge

Grow with us...

Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.

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's   about changing the world - little by little.   We're   the world's first mission-driven hotel   company   and   we've   got some lofty goals. All we ask is that you bring your true self and do all the good you can!

MAIN DUTIES:

The   Concierge   shares a passion for excellence and who infuses enthusiasm into everything they do. This position   has the opportunity to   shape   team   member   and guest experience by providing exceptional knowledge and service in support of our   hotels.

GENERAL DUTIES:

- Provide guests access to all   the city   has to offer within scope of availability.

- Create special conversations with guests which   identify   personal preferences   in order to   record in   each guest's profile history.

- Share in-depth knowledge or access to information   regarding   directions, travel time,   cost   and 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 and   anticipate   the complete requirements to make the experience a success.

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

- Arrange tickets for theatre, sporting   events   and local attractions.

- Make and confirm all transportation arrangements with   contracted   limousine company.

- Arrange for package delivery and pickup for guests.

- Assist   guests with mail,   messages   and any plans or arrangements they   require .

- Provide guests with   a confirmation   of dining reservations, transportation, theatre tickets, etc. in the form of written, printed, or computer-generated forms.

- Communicate all   important details   to leadership and colleagues

- Maintain a clean,   neat   and 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- ons   daily.

- Ability to   assist   guests with PMS questions, arrivals, and departures in HMS to prevent any queuing in the lobby.

- Trains   new or existing   concierges   i n best practices and   culture.

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

- Anticipate and understand guests’ service needs,   ascertain   satisfaction, 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,   punctual   and enthusiastic service .    Provide courteous,   friendly   and efficient service to all internal and external guests .    Thank guests   with genuine   appreciation.

- Identify   opportunities to   optimize   performance 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 and   maintain   open, positive, collaborative, and professional internal and external relationships .    Develop lasting relationships with guests   and to   secure 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 store   flammable 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,   Mission   and Compass; deliver on Our Promise, provide Good-Natured   Service   and 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,   operating   and 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 instructions   furnished   in written, oral,   diagram   or schedule form.

- Ability to learn and work with technology including devices such as computers,   iPods   and 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

- Must   possess   a 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 member   is regularly required to   stand; use hands/fingers; to handle, or feel objects, reach with hands and arms, talk, hear, taste & smell .    The team member is   frequently   required to walk, kneel, or crouch and must   possess   the ability to stand for   long 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 may   be required   to   work   varying schedules, including holidays and weekends to accommodate the business and demands of the property.

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

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position .    Employees will   be required   to perform any other job-related duties assigned by their supervisor .

Starwood Hotels   is an equal opportunity employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special   accommodation , please visit People Operations.

Please note that your job description is not   an exhaustive   of tasks and duties, but   serves   a guideline for daily duties, which may change from time to time.

About us...

As a mission-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.

Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.