Concierge - Concierge

As an integral part of a team, the Concierge is responsible for continuously looking for ways to improve each guest’s experience from providing exceptional guest service to being the guest’s liaison with both hotel and non-hotel services.  Assist in maintaining daily department operations. To promote and foster Halekulani’s “never say no, go the extra mile” philosophy while maintaining the integrity of Halekulani.  ESSENTIAL FUNCTIONS For this position, applicants with native-level proficiency in Japanese speaking, reading, and writing preferred. Greet and acknowledge all arriving/departing guests. Maintain cleanliness, sanitation, and organization of the work areas at all times. Maintain complete knowledge of: Activities available in the city, including Theater, the arts, special exhibits, concerts, shows, sports, leisure activities, sightseeing tours, etc. Close contacts with people in areas that provide information, ticketing, reservations, etc. The proper handling of guest messages, mail, faxes, telexes, packages, flowers, etc. All Hotel outlets, their hours of operation, ambiance, menu selection, and price range. Hotel features, services, and phone extensions. All menu items, specials, 86’d items, liquor brands, and non-alcoholic selections available in the outlets. Table/seat/station numbers, proper table set ups, room capacity, and appropriate dress attire of the outlets. Understands the operations of: The Front Services department to ensure the smooth handling of guest and patron vehicles and guest luggage. The Front Office to ensure proper servicing of groups, VIP’s, return guests, etc. Communicate V.I.P. arrivals and special request to designated personnel for follow up. Works closely with the Director of Housekeeping and the Chief Engineer to rectify problems in the guest rooms. Establishes rapport with frequent visitors; keeps Reservations and Front Office staff well-informed about guests’ preferences. Resolves guest complaints in conjunction with Assistant Managers, keeping senior management well informed as to the problems and actions taken. Complete closing duties as assigned. Ability to cross-train in other areas of the hotel as needed to understand the overall operations of a hotel. Perform all other duties as may be required or assigned. SUPERVISORY REQUIREMENTS Reports To:         Chef Concierge                   Supervises:        None   EDUCATION/EXPERIENCE Minimum three to five (3-5) years prior experience in luxury hotel/travel industry. High school diploma or equivalent vocational training certificate. Any combination of education and experience which would provide the necessary knowledge, skills, and abilities to meet the minimum qualifications to perform the essential functions of this position.   LICENSES/CERTIFICATIONS Tuberculosis (TB) Clearance.   KNOWLEDGE, SKILLS, & ABILITIES Ability to anticipate guest needs; respond promptly and acknowledge all guests. Must be highly organized, detail-oriented and have the ability to multi-task. Ability to maintain positive guest relations at all times. Ability to input and access information in a property management system/computers.   PHYSICAL DEMANDS The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   Ability to transport up to 40 lbs. Ability to stand/walk for up to 8 hours throughout work shift. Maintain stationary position for up to 8 hours throughout work shift. Must be flexible to work weekends and holidays.   WORK ENVIRONMENT Indoor, air-conditioned environment. Outdoor, non-air conditioned environment. Exposure to hot, humid weather conditions. Variable noise levels.

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