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As a Concierge at The Pierre New York, A Taj Hotel, you will be the epitome of hospitality and service excellence. You will play a pivotal role in ensuring that our guests’ needs are not only met but exceeded, providing personalized assistance and recommendations to enhance their experience at our prestigious establishment.
KEY RESPONSIBILITIES
- Serve as the primary point of contact for guests, warmly greeting them upon arrival and maintaining a professional demeanor throughout their stay.
- Anticipate guests' needs and proactively offer assistance to enhance their experience.
- Provide a wide range of concierge services, including restaurant reservations, transportation arrangements, theater ticket bookings, and tour recommendations.
- Utilize extensive knowledge of New York City to tailor recommendations and itineraries based on guests' preferences.
- Address guests' inquiries, requests, and concerns promptly and effectively, demonstrating empathy and resourcefulness.
- Maintain clear and concise communication with guests, colleagues, and other departments to ensure seamless coordination of services.
- Manage resources efficiently, including maintaining an up-to-date database of contacts, vendors, and local attractions.
- Collaborate with other hotel departments to ensure a cohesive guest experience and smooth operation of services.
- Stay updated on industry trends, local events, and attractions to continuously enhance service delivery.
- Supervise bell staff to ensure smooth arrival and departure of guests, proper handling of luggage, and follow-up on guest requests.
- Provide accurate and expert information to guests in a courteous and professional manner.
- Take messages for in-house or arriving guests with accuracy and proper follow-up.
- Handle incoming and outgoing mail, packages, and emails accurately and timely.
- Establish close contacts with city activities providers to provide VIP information, ticketing, reservations, etc.
- Maintain knowledge of all hotel services, hours of operation, key personnel, and hotel policies.
- Keep management informed of any guest problems or complaints and actions taken.
- Assist in the reconciliation of charges originating from the Concierge Desk with accuracy.
- Display a high level of integrity and ethics at all times.
- Respond properly in any hotel emergency or safety situation.
- Perform other tasks or projects as assigned by hotel management or departmental management.
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QUALIFICATIONS and REQUIREMENTS:
- High school diploma or equivalent required.
- Additional education or certification in hospitality management or related field is a plus
- Minimum 2 years’ experience as a lobby level hotel Concierge in the luxury market and/ or related luxury experience.
- Exceptional interpersonal and communication skills, with fluency in English (additional languages are a plus
- Fluency in a language other than English strongly preferred.
- Ability to attend to detailed and meticulous guest requests.
- Utilization of hotel computer systems and phone systems effectively; prior knowledge of Microsoft Office, OPERA, ALICE, and digital platforms such as RESY, OpenTable, Seven Rooms, etc. a plus
PHYSICAL REQUIREMENTS
NOTE: All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
Position: *Standing/walking; forward bend, overhead reaching, kneeling to lift packages and suitcases
Force: * Average package or suitcase: 25 lbs.
*Heaviest package or suitcase: 50 lbs.
*Scale: 25 lbs.
Repetitions: * Lifting occurs 3-4 x hour x 8 hours/day
*50 lbs. lifts occur occasionally
*25-30 lbs. lift occur frequently
*Standing/walking is continuous
Sensory: *Good communication skills necessary (speech and hearing)