Chief Concierge - The Bellevue Hotel
Philadelphia, PA 19102
About the Job
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.
Overview:A Concierge, or Guest Services Representative, is a hospitality professional who attends to the needs of guests and helps them organize their accommodations while staying at a hotel or other building that provides lodging services. Their duties include making reservations, recommending restaurants, bars and clubs to guests and arranging errands such as grocery delivery and dry cleaning services.
Responsibilities:- Responsible for the overall operations of the Concierge desk
- Lead and supervise a team of Concierge Executives in achieving service excellence for Concierge operations
- Train and mentor new and existing team members
- Attend to all enquiries and render assistance to guest in a professional manner and provide quality service
- Handle complaints and suggestions with professionalism
- Roster shift duties for Concierge team
- Maintain updated knowledge of assets specific to the company’s needs.
- Greet guests and confirm reservations.
- Provide excellent customer service and attention to detail.
- Maintain positive ongoing relationships.
- Maintain high ethical standards and professionalism.
- Multitask and prioritize as necessary to meet customer needs.
- Represent the company with integrity and dedication.
- Minimum 2 years of Assistant Chief Concierge or Chief Concierge is an advantage. Customer-oriented and excellent interpersonal skills
- Fluent in English, knowledge of additional languages is an advantage
- Strong leadership skills
- Pay attention to details and have strong customer service skills
- Excellent time management, organization and motivation skill
- Proven experience as a concierge or in a related customer service role
- Excellent communication and interpersonal skills
- Proficiency in English; knowledge of additional languages is a plus
- Good multitasking and organizational abilities
- Proficient in Microsoft Office Suite and handling office equipment
- High school diploma; degree in hotel management or relevant field is preferred