Concierge - Beauport Hotel - Cruiseport Gloucester LLC
Gloucester, MA 01930
About the Job
The Beauport Hotel Gloucester Concierge provides personalized service and assistance to ensure that each guest’s stay is a comfortable and memorable experience. The BHG Concierge anticipates the unique requirements and preferences of each guest by deepening the relationship through effective listening and communication. The BHG Concierge manages all guest requests with professionalism and warmth, curating unforgettable experiences while fostering lasting memories that keep guests returning.
What you will be doing:
What you will be doing:
• Continuously refresh knowledge pertaining to current events, shopping, dining, entertainment, travel and points of interest in Cape Ann and the surrounding area.
• Explain, coordinate, book and track experiences for guests, including whale watches, museums, public sails, private charters, cultural activities, recreation and wellness excursions.
• Assist guests with booking restaurant reservations, arranging transportation, confirming flights, purchasing amenities, tracking and facilitating packages, ordering rental cars and forwarding luggage.
• Respond professionally and efficiently to emails and phone calls that come in throughout your shift about Concierge inquiries.
• Help develop relationships with local businesses to create new experiences and opportunities for our guests.
• Professionally manage guest issues and concerns and follow up to confirm resolution, whether solving problems independently or in coordination with other departments.
• Lead execution of the VIP check-in process and VIP turndown service.
• Assist with the production of sales revenue reporting while supporting Accounting’s billing and reconciliation processes.
• Support the Front Office to check in, check-out and call guests who require assistance, as anticipated and requested.
• Utilize the Front Office Client Relationship Management (CRM) system to record issues, anticipate needs, document preferences and track experiences booked with our partners.
• Maintain the accuracy of all Concierge Services records on an ongoing basis, while keeping brochures and other printed collateral for guests current.
• Create amenities using the ‘Amenities to be Made’ worksheet.
• Count inventory of relevant supplies and materials on a weekly basis.
• Complete and submit the daily Concierge Services checklist.
• Assist with monitoring common areas of the hotel to ensure cleanliness and upkeep, while helping to ensure guest stations are adequately stocked.
• Manage lost and found inquiries efficiently and professionally, following guidelines established by the Front Office and Housekeeping.
• Support all safety and emergency processes established by Group Management, including execution of the hotel Evacuation Plan
• Step into whatever role is needed at the time in order to deliver exceptional guest service, which may include taking on responsibilities that fall outside of this job description.
Keyword: bellman, doorman, front office, front desk, concierge, shuttle, driver, transportation, hotel, luggage, customer service, greeter, welcome, bellstaff, bellboy, doorperson
Required Experience:
What you should bring to the table:
• At least 2 years’ experience in a Concierge or similar role requiring advanced client relationship skills.
• The ability to connect with others and provide genuine hospitality.
• The ability to listen to others in order to understand their needs and wishes.
• The ability to work independently as well as across departments to delight guests and solve their issues.
• The ability to explain, coordinate, book and track guest experiences, while deepening relationships with local partners.
• Professional verbal and written communication skills.
• Proficiency with Microsoft Office applications including Word, Excel, PowerPoint and Outlook.
• Proficiency with retail Point of Sale (POS) systems and credit card processing.
• The ability to produce sales reports for executive management and to support the billing process with the hotel’s accounting department.
• Familiarity with Property Management Systems (PMS) and Client Relationship Management (CRM) software.
• Ability to communicate effectively in the English language, both verbally and in writing.
• Ability to work a flexible schedule, including weekends and holidays.
Physical demands and the working environment:
What we have to offer:Physical demands and the working environment:
• Ability to stand/walk for 8 hours or more.
• Ability to lift 30 lbs.
• Ability to bend frequently during a shift.
• Work will primarily take place in front of house hotel areas, public spaces incl. lobby and front desk areas.
• May include outside locations with exposure to sun, heat, cold and changing weather conditions
• Involves group and solo work.
• Must be willing to cross-train in the Front Office teams in order to gain proficiency with hotel systems and relevant policies and procedures.
At BHG, we offer a comprehensive benefits package as well as generous discounts, team celebrations, additional perks and a great team of co-workers that make the job fun!
Beauport Hospitality Group is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender (including pregnancy), age, religion, disability, sexual orientation, veteran status, or any other status or characteristic protected by law.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
From: Cruiseport Gloucester LLC
Source : Cruiseport Gloucester LLC