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    Concierge - Boston, United States - The Langham Boston

    The Langham Boston
    The Langham Boston Boston, United States

    2 days ago

    Default job background
    Full time
    Description

    PURPOSE AND OBJECTIVES OF POSITION

    Provide exceptional service to ensure memorable stays for all guests while delivering all Forbes, Leading Quality, Brand standards and departmental procedures at all times. Through proficient knowledge of the city, hotel, procedures/standards and the ability to deliver anticipatory sincere service, increase long term guest loyalty.

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    Ensure highest level of guest service by anticipating guest's needs while maintaining all standards such as Forbes, Langham Brand and Departmental standards

    Communicate and record information acquired in the Concierge department with other departments in a timely manner leading to enhanced guest experience and increased guest loyalty

    Have exceptional knowledge of the city and use it to personalize in assisting requests from each guest

    Provide directions; Make appropriate recommendations and reservations (i.e. restaurants, theater, tours, sporting events) according to guest's preferences, and record information in the systems (Opera and ALICE)

    Supervise bell and door colleagues when Chef Concierge is away from the Concierge desk

    Communicate with the Rooms Division team to follow up and follow through on any pending issue, and leave appropriate records for tracking purposes (i.e. Daily Pass on/Follow up emails, Comments in Opera/ALICE, etc.)

    Reviews daily events and notes group and VIP arrivals, meeting schedules and locations at the beginning of each shift

    Respond to guest requests in a timely fashion delivering outstanding guest service while recording/communicating the information

    Post all applicable charges in a timely manner with required backup paperwork (i.e. Limos, flowers, Porterage, gift deliveries, etc.)

    Record handling of all packages (i.e. FedEx, UPS), requests (Restaurants, Limousine, Newspapers, Shoes, Gifts, etc.) and any situations in appropriate systems such as Opera, Hotsos and ALICE

    Maintain logs and directories for department use. (I.e. auto/limousine rentals, departmental accounting, etc.) and Prepare departmental payment for services rendered

    Report any discrepancies and potential issues to supervisor/Chef Concierge

    Cover Bellman's breaks and assist colleagues in the lobby area (i.e. Service Stylist) to ensure presence in the lobby at all times

    JOB KNOWLEDGE, SKILL AND ABILITY

    Must have an excellent knowledge of Boston

    Ability to communicate (read, write and speak) in the English language to the level of mutual understanding with supervisor, colleagues and guests

    Ability to work in a fast paced environment with frequent interruptions

    Digital dexterity; capable of using computers

    Member of Les Clefs d'Or a plus

    EDUCATION AND/OR EXPERIENCE

    Previous experience as Concierge in five star hotel standards preferred

    Previous experience in hotel operations preferred

    Previous experience in working with international colleagues

    College degree preferred

    Proficiency in two or more languages both written and spoken preferred

    CPR certification a plus

    Source: Hospitality Online

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