Job Description

Summary

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.   Concierges are responsible for highest level of customer service possible while assisting guests with their requests and providing information that will enhance their stay. To demonstrate genuine passion for creating memorable experiences for others and truly connecting with guests and fellow team members. To display a true passion for interacting and connecting with people. To act as an ambassador of the hotel with guests, colleagues & outside vendors .  This position requires knowledge of hotel services, local events and venues and transportation options.  This offers the opportunity to engage in casual conversation and to indulge special requests.

Hyatt associates work in an environment that demands exceptional performance yet reaps great rewards.  Whether it’s career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.

This is not your typical career opportunity.  This is the Hyatt Touch.

Click here to spend a ‘day in the life’ of a hospitality professional at a full-service hotel via our virtual reality experience.

Qualifications

Essential Job Functions:

· Always treat guests with courtesy and respect in a variety of situations.

· Honesty & Integrity.

· To be mindful of the importance of personal hygiene and grooming.

· Adhere to hotel Health and Safety guidelines.

· Ability to work under pressure and in a fast-paced environment. 

· Welcome guests in a professional, courteous manner to ensure guests are immediately settled into a warm, hospitable atmosphere so they feel at home.

· Acknowledge and greet all VIPs, regular guests and visitors.

· Answer all calls in a courteous friendly manner, within 3 rings.

· Identify guest specific needs & requirements and handle all arrangements discreetly

· Maintain complete knowledge at all times of:

1. 1. 1. All hotel features/services, hours of operation.
      2. Hotel history and neighborhood knowledge.
      3. All room types, numbers, layout, décor, appointments and location.
      4. All room rates, special packages and promotions.
      5. Scheduled daily group activities.

· Display thorough knowledge of current New York City transportation, facilities & events e.g. place of interest, maps, famous place, transport & restaurants, airline & train timetables. · Coordinate with outside vendors, as needed, to fulfil guest requirements

· Handle & make required guest arrangements e.g. make restaurant reservations & theatre bookings; coordinate limousines & car hire, arrange airline & rail tickets

· Thoroughly understand and follow Thompson brand standards & procedures to enable service excellence.

· Actively promote Hotel services & facilities to guests in the Hotel

· Demonstrate day to day knowledge of Hotel Services to provide advice to guests & maximize business growth.

· Contribute ideas to improve operational processes & service standards

· Participate in internal or external training courses

· Maintain a high team focus by showing cooperation & support to colleagues in the pursuit of team goals

· Recognize and maintain good relations with all guests, visitors, other deluxe hotel concierges, airlines, travel houses and suppliers.

· Participate in departmental team meetings and daily briefings

· Communicate VIP arrivals to designated personnel for escort and delivery of amenities.

· Take, record and relay messages accurately, completely and legibly.

· Offer detailed information on the voice mail system to callers and guests wishing to leave messages.

· Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity deliver).

· Meet with front desk host to review log-book and follow-up items when necessary.

· Accurately enter all guest requests and necessary information into the system.

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Qualifications/Skills:

Essential:

Ability to communicate professionally in English (speak, read, write) with guests, co-workers and management to their understanding. Conversational abilities in other languages helpful. 

Ability to effectively communicate with guests’ and employees from all walks of life and of different nationalities

Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.

Ability to multi-task and display ability to recognize that the guests' interests and needs are always primary.

Ability to accurately compute and manipulate mathematical calculations.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Ability to effectively deal with internal and external customers, some of whom will require high levels of discretion, patience, tact, diplomacy, strength of character and presence of mind to defuse anger.

Ability to work flexible schedule (AM, PM, Overnight, Weekends & Holidays)

High school diploma or equivalent required. Bachelor's Degree in Hospitality or Hotel Management preferred.

Previous hotel experience.

Punctuality and regular and reliable attendance.

I nterpersonal skills and the ability to work well with co-workers and the public. A responsible, conscientious and positive attitude is required.

Minimum 3 years Concierge or Guest Services experience in a New York City full-service boutique or luxury hotel environment requiring in-depth interaction with guests required.

Prior experience using Microsoft Office required. Must display ability to work with general computer operations, including reservations software (OPERA) and otehr systems. Experience with Google Apps and/or other web-based communication programs helpful.

Desirable:

Previous guest relations training.

Previous experience with automated property management system.

Member of Les Clefs d’Or and New York City Association of Hotel Concierges.

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