Concierge

Concierge

Department: Front Office

Reports To: Front Office Manager

Northwood Overview

An enterprising organization managing hospitality assets that deliver unique, carefully curated guest experiences. We understand that our people are the hallmark of our success, managing and operating a portfolio of leading hotel assets ranging from select service to lifestyle independent hotels. Our people are the most important assets. We are committed to developing talent and building high performance leadership teams. We understand that the sum of our collective talents and efforts helps us achieve greater results and thrive.

Job Overview:

As a Concierge you will be the first point of contact for our guests, providing exceptional customer service and personalized assistance throughout their stay. You will be responsible for anticipating and fulfilling guests' needs, ensuring a seamless and memorable experience.

Responsibilities:

Guest Relations:

o Greet and welcome guests warmly and professionally.

o Provide information about local attractions, restaurants, and transportation options.

o Assist with luggage handling and room service requests.

o Address guest inquiries and concerns promptly and efficiently.

o Resolve guest complaints and issues in a timely manner.

Reservations and Bookings:

o Make reservations for dining, shows, tours, and transportation.

o Assist with booking appointments and services within the hotel.

o Provide recommendations based on guest preferences and interests.

Local Knowledge:

o Stay up-to-date on local events, attractions, and cultural activities.

o Offer personalized recommendations tailored to individual guests' needs.

Administrative Tasks:

o Manage guest correspondence, including emails and phone calls.

o Maintain accurate records of guest requests and preferences.

o Assist with administrative tasks as needed, such as scheduling and reporting.

Qualifications:

. Proven experience in a customer service or hospitality role.

. Excellent communication and interpersonal skills.

. Strong organizational and time management abilities.

. Ability to work flexible hours, including weekends and holidays.

. Knowledge of local area and attractions.

. Proficiency in relevant computer software (e.g., reservation systems, email).

. A positive and enthusiastic attitude.

Perks & Benefits:

. Medical, Dental, Vision

. Hotel Discounts

. Paid Time Off

. Employee Assistance program

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities and activities may change or be added at any time with or without notice.

EEO and ADA Statements

The Ballantyne is an Equal Opportunity Employer, committed to maintaining a diverse workforce and inclusive culture. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job.

Requirements:

Education

• High school diploma or GED

Skills and Experience (Essential)

• At least 18 years of age
• Basic computer skills
• Must be able to read, communicate effectively and have superb interpersonal skills
• Must be able to work well under pressure while retaining tact and composure when resolving guest complaints

Skills and Experience (Preferred)

• Work experience in the hospitality or restaurant industry
• Experience with programs such as Visual One, Excel and Word
• Communication in other languages is helpful