Concierge

2 weeks ago

Toronto, Ontario, Canada Sonesta Hotels Full time
Job Title: Concierge

About the Role:

We are seeking a highly skilled and experienced Concierge to join our team at Sonesta Hotels. As a Concierge, you will be responsible for providing exceptional guest service, managing concierge operations, and developing relationships with guests, local businesses, and service providers.

Key Responsibilities:

  • Manage and coordinate all established concierge operations, including making reservations for dining, tours, and activities.
  • Develop and maintain relationships with guests, local businesses, restaurants, and service providers to ensure access to exclusive or high-quality options for guests.
  • Stay informed about local events, attractions, and happenings to provide up-to-date recommendations.
  • Manage day-to-day activities of the Guest Relations Desk.
  • Provide personalized service to guests, including handling special requests, arranging transportation, and offering recommendations for dining, entertainment, and local attractions.
  • Address and resolve guest complaints or concerns promptly and professionally.
  • Anticipate guests' needs and preferences to enhance their stay.
  • Create a check-in/check-out environment and hotel experience for VIP and special guests that according to past history, rate or preference.
  • Schedule and allocate tasks among team members to ensure efficient and effective operation.
  • Communicate and enforce policies and procedures. Attend pre-shift meeting and review all information pertinent to the day's activities.
  • Follow procedures for monitoring phone calls to ensure that all calls are answered and recorded according to established scripts and procedures, coordinate the dispatch of amenities, service, and/or work orders to the appropriate departments and staff. Ensure that all methods of tracking (i.e. systems) are monitored and activated in an appropriate manner.
  • May be required to do Manager on Duties shift.
  • Maintain accurate records of guest requests, preferences, and feedback.
  • Prepare reports on concierge operations and guest satisfaction.
  • Manage department inventory and supplies.
  • Act as a liaison between guests and hotel management to communicate special needs or requests.
  • Collaborate with other departments to ensure a seamless guest experience.
  • Handle unexpected situations and resolve issues creatively and efficiently.
  • Follow up with guest issues ensuring resolve in accordance with Sonesta policies and procedures.

Requirements:

  • Track record of delivering exceptional guest and client experience.
  • Les Clefs d'Or Certification Preferred.
  • Demonstrable expertise in analysis and action taking.
  • Demonstrated ability to interact with customers, employees, and third parties that reflects highly on the hotel, the brand, and the Company.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal and customer service skills.
  • Excellent organizational skills and attention to detail.
  • Ability to prioritize and organize work assignments.
  • Ability to self-direct tasks and prioritize work.
  • Extensive knowledge of hotel and hospitality industry.
  • Frequently standing up or moving within and outside of the facility.
  • Carrying or lifting items weighing up to 50 pounds.
  • Handling objects, products.
  • All other duties as assigned.
  • Ability to act as MOD if necessary.

Additional Information:

Sonesta Hotels is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be all responsibilities or qualifications of the job. This job description is subject to change at any time.

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