Life at the SH Hotels and Resorts is based on a simple idea: the world is beautiful, and we want to keep it that way, which means we always seek out new experiences, new neighborhoods, and all the roads in between. We are currently in search of a Lead Concierge and a true bon vivant—a person who loves, more than anything, to eat, drink, chat, and explore, someone who’ll share thoughtful, personal recommendations on everything from secret sunsets in Haena to an award-winning bar in Hanalei. We’re looking for someone who cares deeply about details, who’ll get you a table at that impossible-to-reserve restaurant, then send you for drinks at a blissful hideaway you’d never have found, introduce you to an incredible gallery, give you background on the neighborhood, and anything else you can imagine.
So, if your dream job involves talking at length (and with authority) about who makes the best local, well…anything—you might want to give us a call..
POSITION OVERVIEW:
Work effectively as part of the Front of House service team to provide efficient and courteous Concierge service to internal and external guests. Primarily responsible for, but not limited to, responding to a wide variety of guest requests by accurately assessing the needs of the guest and adding personal recommendations and touches to deliver the ultimate guest experience and maximize guest engagement while complying with all 1 Hotels policies.
PRINCIPLE DUTIES AND RESPONSIBILITIES:
· Responsible for setting and achieving goals for the Concierge Team
· Managing and supervising the performance of the concierge team
· Set Departmental objectives, work schedules, budget, policies, and procedures.
· Proven skill in developing relations with guests, vendors, and internal departments.
· Monitor Guest satisfaction reports and implement action to improve results.
· Offering personalized service to guests such as restaurant reservations, arranging for spa services, booking transportation (limousines, airplanes, boats, etc.), procuring tickets to special events, and assisting with travel arrangements
· Coordinating with other departments to ensure guest needs and requests are met.
· Build a network of contacts in industry on the island.
· Create special conversations with guests which identify personal preferences to record 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 the island highlights and approved vendors that reflect the 1 Brand.
· Maintaining a thorough knowledge of the resort’s services, room types, prices, and policies
· Maximize Sales Revenue through upselling.
· 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.
· Make and confirm all transportation arrangements with a contracted company.
· Arrange package delivery and pickup for guests.
· Assist guests with mail, messages and any plans or arrangements they require.
· Provide guests with confirmation of dining reservations, transportation, event 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.
· Maintain a consistent pre- arrival program for our incoming guests following the 1 way standard procedure
· 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.
· Reconciliation of commissions, vendors billing and amenities
· 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 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.
REQUIRED:
· Previous related guest service experience dealing directly with the public and acquired general knowledge of basic customer service skills.
· Must be professional and possess excellent presentation, communication, organization and effective time-management skills.
· Must have very strong knowledge of the restaurants, bars, nightclubs, theatres, Broadway shows and attractions in New York City and Brooklyn.
· Ability to compute basic mathematical calculations, know standard cash handling procedures and knowledge of computerized cash register systems.
· Previous experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
· Ability to learn and work with technology including devices such as computers, iPods and iPads.
· Fluent in oral and written English and excellent overall communication skills.
· Must have vision ability to read written communiques and monochrome computer screen.
· Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
· Ability to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
· Ability to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
· Highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
· 90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing, Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of up to 25 lbs.
· Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment’s notice while being composed under pressure. Doesn’t show frustration when dealing with upset guests or team members.
· Relates well to all kinds of people – up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
· Genuinely cares about people, demonstrates real empathy with the joys and pains of others.
· Professional & appropriate business appearance and demeanor aligned with the 1 Hotel brand and culture.
· 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.
PREFERRED:
· Multi-lingual
· Les clefs d'Or membe
About 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. As a part of our team, you can look forward to activities and perks that drive your passion for nature such as: