Concierge

PRIMARY OBJECTIVE OF POSITION:

To oversee the Concierge Department by providing exceptional service to ensure memorable stays for all guests while delivering all Forbes, Brand and departmental standards through anticipatory, sincere service, with the goal of building guest loyalty.

RESPONSIBILITIES AND JOB DUTIES:

• Ensure the highest level of guest service by anticipating guests’ needs while maintaining all standards, including Forbes, Langham Brand, and departmental standards.
• Supervise, train and coach Concierge colleagues; ensuring all colleagues consistently practice all above-mentioned standards.
• Communicate and record guest information in a timely manner to enhance guest experience and increase guest loyalty.
• Work closely with Guest Relations, Langham Club, Front Desk, Housekeeping, and any applicable departments to ensure a positive outcome for any guest issues.
• Collaborate with Rooms Division leaders and other departments to achieve long-term goals.
• Ensure that all Concierge colleagues complete daily job responsibilities.
• Set and lead by example for the team, ensuring consistent professionalism and service excellence.
• Prepare weekly schedule based on business levels, anticipated events, etc.
• Review daily events, note group and VIP arrivals, and familiarize departmental colleagues at the start of each shift.
• Conduct performance appraisals for Concierge colleagues.
• Facilitate monthly department meetings.
• Respond to guest requests promptly, ensuring outstanding service. Post all applicable charges in a timely manner, ensuring correct procedures and required backup paperwork are followed.
• Provide accurate directions, make appropriate recommendations, and manage reservations for restaurants, theaters, sporting events, etc.
• Record and manage all package handling, guest requests, and any related situations in appropriate systems (e.g., Shiji, Hotsos, ALICE).
• Perform all duties of the Concierge staff.
• Attend all required meetings (e.g., Rooms Division, leadership, and group resume meetings).
• Maintain inventory of department supplies.

PHYSICAL DEMANDS:

• Able to stand for length of shift: sit, reach, grasp, lift/carry up to 75 pounds, walk, climb, kneel, squat, bend, push, pull
• Able to stand for up to 8 hours per shift

SPECIAL SKILLS REQUIRED:

• Proven supervisory skills with the ability to lead and motivate a team while maintaining the highest standards of service and adhering to hotel policies.
• Must have excellent knowledge of Boston.
• Ability to work in a fast-paced environment with frequent interruptions.
• Digital dexterity, capable of using a computer keyboard.
• Proficient knowledge of required systems (e.g., Shiji, ALICE, Hotsos)
• Ability to remain calm and attentive, especially during high hotel activity and emergencies.

EDUCATION & EXPERIENCE:

• Previous experience in a five-star hotel environment is a plus
• CPR Certification a plus