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
• Deliver all Forbes, Leading Quality and Brand standards as well as all department procedures, leading to smooth operations and memorable guests stays
• 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
• Work closely with Guest relations/Club lounge, Front desk, Housekeeping and any applicable department to ensure of a positive outcome of any issues
• Ensure to complete all daily job responsibilities in a timely manner
• Have proficient knowledge of required systems (i.e. Opera, ALICE, Hotsos, etc.)
• 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
• Must be flexible to work at any shift including weekends and nights
• Remain calm and attentive, especially during heavy hotel activity and emergencies
• Assist with luggage storage and retrieval whenever appropriate
• Assist shipment of guests packages
• Must be flexible to work at any shift including weekends and nights
• Additional duties not listed may also be required by Supervisor

SUPPORTIVE FUNCTIONS

• Attend monthly Concierge meetings and all required meetings
• Communicate deparmental supply needs to Chef Concierge in a timely manner
• Consistent attendance and punctuality as outlined by supervisor/manager

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