Hospitality Ambassador for Concierge Services
Hospitality Enterprises, Inc. is looking for a dynamic, energetic, well-spoken, outgoing individual that is extremely knowledgeable of New Orleans and its surrounding areas to represent us at the Hilton Riverside Hotel on Poydras St.
Job Purpose :
Hospitality Enterprises, Inc. is looking for a dynamic, energetic, well-spoken, outgoing individual that is extremely knowledgeable of our organization, the hotel, New Orleans and its surrounding areas.
The concierge is a key part of making the stay or travel of guests memorable.
Qualifications / Education / Skills :
- High School Diploma or equivalent.
- Previous Concierge experience strongly preferred
- Excellent written and verbal communication required
- Must be detail-oriented and well organized.
- Professional dress and demeanor.
- Strong Customer Service Focus required
- Ability to use sales operating system, Internet Searches, Outlook, and Office Required
Essential Functions :
Communication Proficiency
- Attentively communicates with guests and others over the phone, the internet, and in person
- Upholds a high standard of quick response time for each guest while executing reservations, cancelations, and bookings.
- Maintains a book of referral contacts, transportation services, and special events to be used by the Concierge Team.
- Maintains daily log to ensure challenges and issues are responded to and resolved among the Concierge Team.1.2 Taking Initiative
- Provides information about the facilities and the surrounding areas, such as the best possible routes from one point to another, whether by company transportation, private vehicle, foot or public transportation.
- Uses resources to recommend best possible dining and entertainment options, catered to each individual or group
1.3 Critical Thinking Skills
- Develops specific packages that include company tours, transportation, dining, and entertainment for each specific group
- Always prepared ahead of time with details and solutions for specific property information (i.e. wedding / event location details, dining, etc)
- Uses philosophy We don’t have problems, we only have opportunities . Finds a solution to any request.
1.4 Leadership
- Ensures client and guest service excellence
- Builds strong relationship with service providers and hotel staff and leadership
- Provides logistical support to hotel executives, as requested
- Interfaces between each shift to provide a smooth transition and ensure that peers are well prepared for the next shift.
1.5 Customer Focused
- Attends to the wants and needs of our guests.
- Acts as a travel consultant to each guest and group
- Books guests for different events, making reservations or helping them purchase tickets.
- Upholds a standard of Customer Service that is measured through the Guest Satisfaction Surveys in the hotel and customer feedback.
- Works efficiently and accurately to manage contact time with each guest
- Exhibits a high level of customer service on the phone and in person
- Maintains an air of patience with each guest
1.6 Sales
- Cross Sells and Up Sells Bigeasy.com Tours, Services, and Products
- Maintains a report of individual sales results; weekly and monthly. Must meet minimum requirements, as directed by the Head Concierge
Physical Requirements :
- Ability to stand for extended periods of time, averaging 7-8 hours per workday.
- Ability to lift 25 pounds with frequency throughout workday.
- Ability to bend and kneel with frequency throughout workday.
- Adequate hearing and eyesight to fulfill functions of position.
- Ability to walk for extended distances.
Work Environment :
Indoors, in a hotel lobby area
Hospitality Enterprises, Inc. offers competitive wages and a comprehensive benefits package. EEO / DRUG FREE
It is not our practice to ask for personal information prior to our on-boarding process. We conduct in-person interviews with all of our candidates.
Should you ever be asked to give out any of your personal information, please contact our Human Resources Department.