Concierge

Job Summary

The Concierge is responsible for building relationships with our guests prior to arrival, during their stay and even after they have checked out. The concierge is an expert on all hotel services and products able to curate customized experiences for each guest. The concierge also plays a huge role as ambassador to the City of Houston making recommendations on sights, restaurants, activities, attractions and events in town.

The concierge assists and collaborates with several other departments to execute creating luxury experiences. The concierge assists with any guest requests and uses creative problem solving when guest issues arise to build strong guest relationships. The concierge receives many requests which may be vague and must try to figure out the best and all options of possible solution to create value to a guests stay.

This role is critical to maintaining the luxury standard and reputation of The Houstonian Hotel, Club & Spa while upholding the highest levels of discretion and professionalism.

• Regularly use anticipation and adaptability to customize guest experiences.
• Main point of contact and communication with guests throughout stay.
• Book transportation, arrange amenities, flowers, balloons, surprise gifts and any request a guest may have for enhancing their stay.
• Teamwork using excellent communication and organization with several other departments, 3rd party vendors, outside planners.
• Must have excellent awareness of services, products, events, and hotel happenings.
• Manage, respond, and delegate incoming e-mails, phone calls and text messages through multiple programs with a high level of articulate professionalism.
• Take ownership of guest related issues using problem solving skills to find creative ways to rectify issues while building relationships.
• Communicate guest issues and preferences to managers and other departments to ensure proper follow up and learnings.
• Assist reservations in booking hotel room reservations while guiding future guests on best room product and hotel activities that meet their specific needs.
• Assist monitoring our fire safety systems and executing emergency procedures.
• Complete checklist of day-to-day tasks while multi-tasking assisting guests in the lobby.
• Assist with housekeeping, valet, room service, and other departments’ duties.
• Ensure compliance of all Front Office standards, procedures, and services.
• Required to work varying schedules, including nights, weekends, & holidays.
• Other duties as assigned.