Job description

The Lead Concierge will manage the Concierge team to ensure a warm welcome is extended to all guests, any requests and pre-arrival needs are facilitated; ensure that the Hotel team is briefed on all preferences to execute the most seamless guest experience. The Lead Concierge sets up the Hotel team to exceed guest expectations and anticipate guest needs, staying one step ahead at all times, working hand in hand with Sales and Reception to develop loyalty with every guest. Taking meticulous care of detail, follow through, accuracy and timeliness are key principles for the Concierge to be effective. The Lead Concierge manages the team development, all associated costs and services offered, working hard to develop new relationships to ensure we can fulfill every guest request.

ROLE RESPONSIBILITIES

o Focus on providing high level of guest service, never say no

o Work hand in hand with the front desk and sales team to ensure a seamless guest experience

o Reach out to guests pre-arrival to organize any needs, set up preferences

o Visit restaurants, galleries, plays, concerts, shows and other on brand city activities to gain knowledge and be able to recommend intelligently to guests

o Maintain relationships at all desirable venues to ensure guest access

o Update and manage a database of contacts to ensure you’re able to achieve any guest request

o Always provide multiple alternatives for any arrangements you are unable to secure

o Develop and maintain concierge relationships at relevant properties, hotels, residences and agencies

o Organize any and all guest requests; ensure you maintain an expansive database for all resources that may be required from the guest. These may include, but are not limited to:

o Restaurant reservations

o Transportation through Ready To Roll and Relier car services

o Tickets to public performances, attractions, tours, etc. (personalized walking tours, bus tours, helicopter rides, etc.)

o Gifts for guests staying in-house (flowers, balloons, internal amenities and outside amenity requests)

o Courier service/package deliveries

o Travel arrangements/confirmations

o Beauty services (in room or outside: manicure, pedicure, hair styling, salon appointments, massages, etc.)

o Babysitting services

o Pet services (dog sitting, dog walking, grooming appts, etc.)

o Team uniform standards are held as well as engaged floor presence, implementation and success of GES strategy

o GES/Revinate score – goal of 85% to be achieved by following through with all guests requests, proactively anticipating guest needs, going above and beyond guest expectations

o Thorough shift handover emails, listing messages left for guests etc. to be sent to Soho Grand front office manager’s email as well as concierge team

o Send out weekly internal newsletter and informative neighborhood synopsizes sent to front office team regularly with content that is on brand and conscious of the GrandLife neighborhood guide

o Manage updating the concierge binder for front office, GrandLife online neighborhood guide and events calendar

o Attend the weekly team meeting (Wednesdays when all 3 concierge on duty)

o Concierge team to meet for dinner once per quarter to be set by the lead concierge and flagged with the general manager

o Acknowledging/engaging guests while seated at desk to create a positive presence

o Aim for 4-5 follow-up questions to probe guest requests, ensuring we understand their request fully.

o Utilize ALICE effective – ensure all Transportation, flower orders, tours, dining and spa reservations noted in ALICE

o Handle third party amenity purchases to go through Concierge and placed in ALICE

o Maintain guest follow-up – any Concierge-related incident loop needs to be closed

o Ensure desk is maintained and kept clean – completely set up and packed down each day

o Manage manpower to ensure the floor is all covered, particularly during peak periods, and that the team has enough time to complete all tasks successfully. Management of schedule, hours, benefit time, payroll, ensuring team members on time to shifts, 30 min breaks are taken, appointments or reasons for someone not being at the desk are pre-approved, uniform standards are held as well as floor presence, implementation and success of GES strategy

o Thorough shift handover emails, listing messages left for guests etc. to be sent to SGH front office managers email as well as concierge team

o Send out weekly internal newsletter and informative neighborhood synopsizes sent to front office team regularly

o Manage updating the concierge binder for front office, GrandLife online neighborhood guide and events calendar

o Lead Concierge to meet with general manager biweekly to discuss concierge progress, opportunities and challenges

o Concierge team to meet for dinner once per quarter and approved by the general manager

o Acknowledging/engaging guests while seated at desk to create a positive presence

o Aim for 4-5 follow-up questions to probe guest requests, ensuring we understand their request fully

o Proper use of ALICE – ensure all Transportation, flower orders, tours, dining and spa reservations noted in ALICE

QUALIFICATIONS

o 2-3 years in Concierge/Hospitality role in New York city

o Prior experience dealing with high-end customer service

o Excellent interpersonal skills: friendly, personable, approachable, well-presented

o Active Member of the NYCAHC (New York City Association for Hotel Concierges)

o Ability to multi-task

o Remain calm under pressure and work efficiently

o Diplomacy—keeping a guest happy even if you couldn’t get them into the restaurant they wanted

o Excellent follow-through

o Good communication skills

EEO/AA including Vets and Disabled

Job Type: Full-time

Pay: From $35.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Weekend availability

Experience:

• Customer service: 1 year (Preferred)

Shift availability:

• Day Shift (Required)

Work Location: One location

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