Personal Concierge

**About Us**

Nestled in the heart of Elora, the Kat Florence restoration offers a luxurious sanctuary where history and modernity converge. This historic gem has been thoughtfully restored and reimagined by jeweler and local resident Kat Florence. With just seven uniquely designed suites, the hotel invites you to experience true luxury—defined by the gift of time and space.

Set in Canada’s prettiest village, we are surrounded by lush forests, scenic hiking trails, and the ever-flowing Grand River, creating an unparalleled escape into beauty and tranquility.

**About the Role**

We are looking for a Personal Concierge who is committed to the elevated standards expected at Kat Florence. This role involves not only performing traditional concierge duties but also engaging proactively with guests as part of our Personal Butler Program. You will be reaching out to guests before their stay to gather information about their preferences and needs. With this personalized information, you will create bespoke itineraries and offer tailored recommendations, ensuring that every guest’s experience is seamlessly curated.

It is the responsibility of the Personal Concierge to provide each guest with a tailored experience from the moment they arrive to the moment they leave. As a Personal Concierge, you are the brand ambassador of Kat Florence. It is your role to ensure the smooth operation of the Hotel while delivering unparalleled service to every guest.

**Key Duties & Responsibilities**:

- Reach out to the guests ahead of their stay to confirm arrival, collect information to ensure their stay is personalized and memorable.
- Provide personal assistance to guests, including managing guest arrivals, valet services, managing luggage, running errands or providing guests with knowledge about the Elora area and any activities they wish to participate in.
- Craft bespoke itineraries based on personalized guest information and preferences collected prior to their stay.
- Proactively offer exclusive opportunities, including booking tickets for events and arranging unique experiences, tailored to the guest’s interests.
- Perform turndown service, creating a warm and inviting evening atmosphere with thoughtful gestures that surprise and delight guests.
- Offer assistance by answering questions about the property, services, amenities, local dining, and attractions.
- Anticipate guest’s needs and provide personalized touches to enhance their stay, ensuring they will want to return.
- Address guest concerns and complaints professionally and empathetically, finding solutions to ensure satisfaction.
- Collect guest feedback to identify areas for improvement and enhance the overall experience.
- Develop rapport with guests, fostering a sense of loyalty through personalized service.
- Maintain confidentiality and discretion in all matters related to the hotel and hotel guests.

**Specific Skills and Qualifications**:

- Prior experience as a Concierge is highly preferred, ideally within a prestigious luxury hotel. Prior FOH fine dining restaurant experience considered an asset.
- Proven ability to provide exceptional, personalized service to VIP’s and high-profile guests.
- Expertise in researching guests’ preferences, crafting customized itineraries based on their individual needs and desires.
- Extensive knowledge of the local area, including dining, events, hidden gems, seasonal activities, and unique experiences.
- A personal commitment to delivering service that exceeds guest expectations.
- Exceptional communication and interpersonal skills, with the ability to build lasting relationships with all people including guests, staff, and local residents.
- Possessing an eye for detail, with a proactive mentality that will anticipate guests’ needs and deliver anticipatory service.
- Excellent verbal and written communication skills for interacting with guests and colleagues.
- Mastery of maintaining composure and professionalism in busy or stressful situations.
- Flexibility to work various shifts, including nights, weekends, and holidays, as needed to support our guests.

**Job Types**: Full-time, Permanent

Pay: $65,000.00-$75,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Flexible schedule
- On-site parking
- Paid time off

Ability to commute/relocate:

- Elora, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- luxury hotel or restaurant: 3 years (required)

Work Location: In person