The Personal Concierge is the first point of contact for hotel guests and is responsible for providing personalized service to guests upon arrival, during their stay, and upon departure. In addition, the Personal Concierge will perform all Front Office functions, assisting guests in other areas when needed. Lastly, the Personal Concierge will promote hotel services and anticipate guest needs to enhance guest satisfaction.
DUTIES AND RESPONSIBILITIES
Operations
Greet all guests and associates upon contact. Manage door for multiple guests and visitors. Provide parking guidance and make transportation arrangements. Check-in/Check-out guests. Assist with hotel reservations for guest rooms, dining, and conference facilities. Coordinate on-site meetings in the Board Room. Escort guests to their room and other hotel areas. Assist with carrying, holding, and storing luggage and other items. Manage multiple phone calls, radio calls, emails, and requests. Provide personal shopping for guests when needed. Deliver packages, newspapers, group amenity deliveries, and any other requested items. In the absence of the Hospitality Specialist, assist guests with beverage and food orders. Maintain hotel entrance cleanliness and report any safety matters to Maintenance. Promote hotel services and anticipate guest needs to enhance satisfaction. Follow all emergency, health, and safety guidelines to provide a safe environment for guests, associates, and visitors. Adhere to all guidelines, policies, and procedures as outlined by PHMs Employee Handbook. Interpersonal Relationships
Engage in conversations with guests and associates professionally, establishing trust and loyalty. Assist with training and providing guidance to new associates when requested. Resolve and address all guest and associate questions and concerns creatively and professionally. Report any issues, concerns, or suggestions to management. Financials
Follow all cash handling procedures. Adhere to posted schedules and minimize overtime and missed meals. WORKING ENVIRONMENT
The hotel operates in a public business atmosphere, with varying indoor and outdoor climates. The role is primarily indoors but may require outdoor work based on business demands. Some travel is required locally to attend hotel events, including meetings and training.
EDUCATION
Minimum of High School Diploma or equivalent.
WORK EXPERIENCE
Minimum of 1 year of customer service experience in Hospitality or equivalent.
Knowledge
Understand hotel functions and guest profiles. Knowledge of local areas, including restaurants, landmarks, shopping centers, and attractions. Proficient in computer skills, including typing, composing emails, using Microsoft Office, Outlook, and search engines. Skills
Strong English business communication skills, both verbal and written. Excellent interpersonal skills, including listening, smiling, relating, asking questions, and teamwork. Ability to manage multiple tasks, maintain focus, and prioritize effectively. Conflict resolution skills to ensure maximum guest and associate satisfaction. Abilities
Able to engage guests and associates, establishing relationships to achieve satisfaction goals. Maintain positive energy, self-motivation, and passion for hospitality. Keep sensitive hotel information confidential. Learn new software and computer systems. Adapt to various situations and handle pressure while remaining composed. PHYSICAL REQUIREMENTS
Prolonged standing/walking for 8 hours. Ability to walk around the hotel, navigate stairs, stoop, kneel, lift a minimum of 50 lbs., and push/pull approximately 100 lbs.
BUSINESS ATTIRE
To present a professional image, all associates must follow PHMs dress and grooming standards as outlined in the PHM Handbook. This includes wearing a full uniform that is neat, clean, and wrinkle-free, as well as practicing good personal hygiene and grooming.
OTHER REQUIREMENTS
Must meet California state minimum age to serve alcohol.
PREFERRED QUALIFICATIONS
Degrees or certifications in Business Management or Hospitality are preferred but not required. Bilingual or multilingual. Emotional Intelligence Training. Forbes Training. Food service permit/valid health/food handler card as required by local or state government agency. The Clement, Palo Alto (a Pacific Hotel Management Hotel), operates 7 days a week, 24 hours a day. All associates must acknowledge this and be prepared for potential shift changes as business dictates.
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