Head Concierge

Compensation Type: Hourly Highgate Hotels:

Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition.  Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.

Location:

The Elser Hotel & Residences is a 49-story luxury condominium hotel located in Downtown Miami.   The newly completed tower offers 646 fully furnished rooms/residences, over 19,000 square feet of curated amenities and 5,000 square feet of prime retail space.  Named after the iconic Elser Pier, which was built in the 1900s and became the premier place for locals and visitors to enjoy the magical shoreline of Biscayne Bay in downtown Miami, The Elser Hotel & Residences will continue this tradition. 

 

Overview:

The Head Concierge oversees the seamless operation of concierge department, ensuring a warm and welcoming environment for all residents and visitors. They lead a team dedicated to providing exceptional customer service and facilitating various owner and guest requests, including security and emergency response protocols.

Responsibilities:

• Provide information and assist guests concerning: restaurants, theater/musical productions, airlines, automobile rental, transportation directions, office services, beauty/barber establishments, and other appropriate services, and render reservations for such.
• Maintain current listing of local and area attractions, special events and activities.
• Maintain a listing of local transportation guides, churches, sports arenas, etc.
• Provide hours of operations for all restaurants, lounges and shops within the hotel.
• Provide information, maps and directions as required.
• Maintain lobby reader board.
• Maintain all property brochure racks, order and restock when necessary.
• Knowledge of all emergency procedures and the ability to assist and/or respond accordingly.
• Provide personalized phone calls to VIP’s and other designated guests welcoming them to the hotel.
• Communicate all daily functions and their location in the hotel in order to assist and direct guests.
• Assist the front desk when needed.
• Assist guests with retrieval of packages.
• Provide gift certificates for purchase.
• Maintain in-room TV channel listings.
• Show guestrooms and suites as needed.
• Oversee cleanliness of lobby and entrance areas.

 

Qualifications:

• High School diploma or equivalent and/or at least one year of progressive experience in a hotel or a related field required.
• Must have a valid driver's license for the applicable state.
• Must have extensive knowledge of the area and be able to give directions clearly.
• Problem-Solving Skills: The ability to effectively handle problems is essential for a leader.
• This includes anticipating potential issues, implementing preventive measures, identifying challenges as they arise, and promptly resolving them to ensure smooth operations and guest satisfaction.
• Analytical and Strategic Thinking: Leaders must possess the capacity to comprehend and utilize complex information and data from diverse sources.This enables them to make informed decisions, develop strategic plans, and set appropriate objectives that align with the overall goals of the hotel or establishment.
• Versatility and Adaptability: Leaders should be capable of cross-training in various hotel-related areas. This versatility allows them to understand different aspects of the operation, provide support where needed, and foster a collaborative environment among team members.
• Confidentiality and Trustworthiness: Maintaining confidentiality of sensitive information is paramount in leadership roles. Leaders must uphold the trust and confidence of both guests and colleagues by handling privileged information with the utmost discretion and integrity. Initiative and Proactiveness: Effective leaders demonstrate initiative by anticipating the needs of guests and operational requirements before they arise. By being proactive, leaders can address concerns preemptively, enhance guest experiences, and streamline processes to ensure efficiency and satisfaction.