Concierge

Position Scope 

The Concierge department is responsible for all guest services in the hotel. The Concierge on duty must be able to field all inquiries and advise guests regarding transportation, entertainment, and sightseeing in Washington. The Concierge must also help direct lobby traffic and monitor the front door.

 

Essential Duties and Responsibilities

 

1. The Hay Adams handbook, the department operation manual and hotel policies and procedures are part of this job description.

 

2. Receive and record all faxes and ensure they are delivered to the guest in a timely manner.

 

3. Receive and log all packages, including UPS and Federal Express, and ensure they are delivered to the guest in a timely manner.

 

4. Assist guests with making restaurant reservations and provide them with a reservation card.

 

5. Help guests regarding driving directions, either in person or over the phone; fax driving directions to The Hay-Adams when appropriate.

 

6. Field calls for Housekeeping/Engineering and communicate the request clearly to the appropriate department. Follow through to ensure that the guest's needs have been met.

 

7. When transacting money exchange services for the guest, always be clear on the exchange rate.

 

8. Make sure that the Concierge bank is balanced each day.
   
   
9. Work closely with the Front Desk and assist the Manager on Duty or Guest Services Agent when possible and when needed.
   
   
10. Make sure that any special requests or irregularities are logged and communicated to the next shift. Keep the Head Concierge and Front Office Manager informed of any problems.
    
    
11. Perform any other reasonable duties as required and directed.

 

 

Qualifications

 

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Supervisory Responsibilities

This position has no supervisory responsibilities. Indirectly the Concierge will assist in the supervision of Bell and Door staff monitoring activities and checking all staff adhere to the standards of excellence. The Concierge will also assist Front Office management with emergency situations in the hotel and hotel evacuations.

 

Education and Experience

High School diploma, general education degree, international equivalent required. Two to three years in a luxury property preferred.

 

Language Skills

Must have good knowledge of English, ability to speak clearly, read and write. Must have an excellent, calm and professional telephone voice. Must be able to listen and/or read instructions, memos, short correspondences, and messages. Must have ability to write memos, short correspondences, or messages. A second language is preferred.

 

Mathematical Skills

Must have basic number knowledge, ability to add and divide, subtract and multiply basic numbers. Must be able to calculate percentages.

 

Reasoning Ability

Ability to carry out detailed but uninvolved instructions both written and oral, using common sense understanding required. Ability to deal with problems in a calm professional manner required.

 

Physical Ability

Ability to stand in a confined environment for long periods of time is required. Ability to use a computer screen for long periods is required. Must be able to work well under pressure and in emergency situations.