Guest Service - Concierge

Overview:

The Concierge goes above and beyond guests' expectations while providing assistance and services for guests in order to ensure pleasurable accommodations.

Responsibilities:

Arrange and reconfirm airline reservations, transportation, and other travel-related bookings to ensure a seamless guest experience.

Maintain a thorough knowledge of local attractions, restaurants, entertainment, and points of interest to provide personalized recommendations.

Assist guests with restaurant reservations, limousine services, and other concierge requests with care and attention to detail.

Ensure the prompt and professional delivery of parcels, mail, and special deliveries to guest rooms.

Partner with the Housekeeping Department to maintain a clean, organized, and welcoming lobby and public areas.

Perform additional duties and special assignments as requested by management to support exceptional guest service.

Coordinate and arrange amenities for guests celebrating special occasions, helping to create memorable experiences.

Prepare and coordinate special guest packages, including pre-arrival concierge outreach and customized amenities.

Collaborate closely with other hotel departments to anticipate and fulfill guest needs and preferences.

Welcome and engage with guests in a warm, friendly, and professional manner, ensuring they feel valued and at home throughout their stay.

Proactively seek opportunities to enhance the guest experience and exceed guest expectations.

Effectively manage multiple guest requests while maintaining a high level of service in a fast-paced environment.

Coordinate and fulfill special guest requests, including floral arrangements, transportation services, luggage forwarding, rental vehicles, and other personalized services.

Build positive relationships with guests by providing attentive, knowledgeable, and anticipatory service throughout their stay.

Qualifications:

Previous experience in a luxury hotel, resort, or upscale hospitality environment is strongly preferred.

Passion for delivering exceptional guest service and creating memorable experiences.

Ability to work a flexible schedule, including evenings, weekends, and holidays, based on business needs.

Ability to remain on your feet and move throughout the property for extended periods during scheduled shifts.

Strong interpersonal and communication skills, with the ability to build positive relationships with guests and team members.

Exceptional organizational skills with a keen attention to detail and the ability to manage multiple priorities in a fast-paced environment.

Thorough knowledge of Asheville and the surrounding area, including local attractions, dining, entertainment, and cultural experiences, preferred.

Proficiency with Property Management Systems (PMS) and related hospitality software.

Strong computer skills, including proficiency in Microsoft Office Suite.

Ability to anticipate guest needs, exercise sound judgment, and provide personalized solutions with professionalism and discretion.