Concierge
LOTTE New York Palace-

  • To provide a high level of hospitality and a comprehensive information and reservations service to guests and visitors to the hotel
    • Welcome guests in a professional, courteous manner to ensure guests are immediately settled into a warm, hospitable atmosphere so they feel at home
    • Recognize 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
    • Display thorough knowledge of current NYC transport, facilities & events e.g. place of interest, maps, famous place, transport & restaurants, airline & train timetables
    • Coordinate with external agencies, as needed, to fulfill guest requirements
    • Handle & make required guest arrangements e.g. make restaurant reservations & theater bookings; coordinate limousines & car hire, arrange airline & rail tickets
    • Bring to the attention of the Duty Manager and/ or Security and persons misbehaving, or improperly dressed

 

  • To deliver concierge service levels to comply with hotel & legislative standards & ensure consistent operational excellence
    • Thoroughly understand and follow Hotel performance standards & procedures to enable service excellence.
    • Actively promote Hotel services & facilities to guests in the Hotel
    • Demonstrate day-day knowledge of wider Hotel Services to provide advice to guests & maximize business growth.
    • Contribute ideas to improve operational processes & service standards

 

  • To act as a team player & provide effective day to day communication with guests , colleagues & external agencies
    • 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 briefing
  • High school diploma and a college degree in hotel or business administration are required.
  • Clefs d’Or member preferred or plans to obtain status once applicable requirements are met.
  • Member of NYCAHC preferred.
  • Fluent written & verbal English is essential
  • Additional languages such as Japanese, German, Italian, Spanish and French would be an advantage.
  • Residence of two years in New York City is preferred.
  • At least 3 years of prior experience in a similar position in a large luxury hotel operation, NYC preferred
  • Some supervisory experience is preferred
  • An excellent knowledge of Concierge procedures, International hotels and all aspects of NYC is required.
  • A responsible, conscientious and positive attitude is sought.
  • Excellent guest contact skills are essential and, additionally, this person should be capable of dealing with difficult situations that require strength of character and presence of mind.
  • The ability to effectively communicate with guests’ and employees from all walks of life and of different nationalities
  • Hotel or Industry & legislation e.g. Health & Safety, licensing; employment law