Concierge

AN ICON EVOLVED

Honoring a celebrated legacy while shaping a bold new global chapter. In every location, Delano nurtures a refined spirit of community, welcoming the world’s most curious, creative and well-traveled.

JOB OVERVIEW:

Under the general guidance of the Chief Concierge, the Concierge is responsible for delivering personalized, high-quality service to guests by anticipating and fulfilling their needs, preferences, and special requests. The Concierge acts as the primary resource for guests seeking information about the hotel, local attractions, dining, entertainment, transportation, and other services. This role requires exceptional communication skills, local knowledge, and the ability to create memorable guest experiences by providing professional, courteous, and efficient assistance throughout their stay.

YOUR KEY RESPONSIBILITIES:

•Lead and manage front office departments to ensure outstanding guest service and smooth day-to-day operations.

•Maintain highest levels of guest service and ensure consistency with Delano Brand Standards.

•Oversee scheduling, training, and performance management of the front office staff.

•Provide knowledgeable recommendations on local dining, entertainment, cultural events, and tourist attractions

•Maintain and regularly update a comprehensive directory of trusted local vendors, service providers, and attractions

•Record guest preferences, special occasions, and feedback to personalize future stays and improve service quality

•Collaborate with other departments to coordinate guest services and ensure efficient problem resolution process.

•Monitor guest feedback and implement service improvement strategies.

•Ensure full compliance with health, safety, and hotel policies and procedures.

•Drive team member engagement and team development through regular training and coaching.

•Mentor, coach and guide staff on working successfully in a team atmosphere.

•Ensure all necessary reports and forms are completed daily.

•Any other reasonable duties as assigned by the supervisor or manager.

•We recognize we are in the hospitality industry and that may require us to provide lateral service.

•We will on occasion call for each individual in the team to, on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.

ADDITIONAL RESPONSIBILITIES:

•Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.

•Communicate with team members using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.

•Remain calm and alert, especially during emergency situations.

•Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

SPECIFIC JOB KNOWLEDGE & SKILLS:

•High school Diploma or equivalent education required. Bachelor’s Degree preferred

•Minimum 5 years in a leadership role preferably in an upscale or luxury lifestyle brand hotel

•Strong knowledge of hotel operations including Front Desk, Concierge, Bell, Guest Services and solid knowledge of front desk protocol and experience working with high profile guests.

•Strong knowledge of property management systems such as Opera, SynXis.

•Strong verbal and written communication skills in English

•Must be able to stand or walk a minimum eight-hour shift.

•Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.

•Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.

•Ability to push 20lbs+ consistently.

•Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.

•Additional language ability preferred.

•All team members must maintain a neat, clean and well-groomed appearance. Specific department uniform guidelines and/or required articles of clothing will be explained to you by your supervisor.

All your information will be kept confidential according to EEO guidelines.