Concierge

• Greet customers immediately with a friendly and sincere Use a positive and clear speaking voice, listen to and understand requests, and respond with appropriate action.
• Answer questions regarding and/or make reservations for dining, entertainment, sports events, recreation, tours, health and beauty, childcare, transportation, cultural activities, shopping, and other services as requested by guests.
• Offer personalized recommendations and assistance to guests regarding local attractions, restaurants, events, and transportation options.
• Provide accurate information about hotel facilities, outlet hours, amenities, local attractions and dining options, entertainment, and other services.
• Handle guest inquiries, requests, and complaints promptly and professionally, striving for swift resolution.
• Maintain up-to-date knowledge of local events, attractions, dining options, festivals, and cultural activities to offer relevant suggestions to guests.
• Suggest and coordinate special arrangements for guests, such as flower deliveries, special occasion celebrations, or other unique experiences.
• A working knowledge of "ALICE" or other Concierge programs
• Handling car services for guests.
• Coordinating in-house amenities for special occasions, such as birthdays and anniversaries.
• Collaborate with other Hotel departments to ensure seamless guest experiences, including coordinating with housekeeping, front desk, and restaurant staff.
• Always uphold the Hotel’s standards of excellence in customer service and hospitality.
• Serve food, wine, water and gift bags during Hotel-organized activations, programs, or hotel initiatives
• Undergo cross-training in Front Desk/Guest Service, Service Express, and Doorman classifications, and assist these teams with performance of their responsibilities as needed, when not otherwise engaged with guests.
• Ability to work dynamically throughout the Hotel, carrying a tablet, and spending time both in the reception area and at the Hotel entrance located on a lower floor.
• Review service requests and all Marriott Elite arrivals via Guest Planning Screen.
• Responsible for checking guests in and out of the Hotel.
• Compute bills, collect payment and make changes for guests.
• Receive letters, packages, etc. and distribute them to guests.
• Answer and forward phone calls.
• Help to monitor lobby and porte-cochere foot traffic.
• Assist guests with luggage, transportation, and any other requests or concerns they may have.
• Maintain a clean and organized front desk area, including the lobby, reception desk, and surrounding areas.
• Manage and prioritize tasks, such as accepting and delivering messages, arranging wake-up calls, and handling mail and packages.
• Be knowledgeable on room service menu options and work and communicate any room service orders to the F&B department.
• Follow all Autograph Collection guidelines and Marriott standards and procedures.
• Perform any other job-related duties as

• High School Diploma or equivalent required, and college degree
• One year experience in a public contact/service
• Luxury Hotel Experience preferred.

• Strong knowledge of San Francisco's attractions, restaurants, and cultural offerings.
• Previous experience in a similar role within the hospitality industry is preferred.
• Excellent communication and interpersonal skills.
• Passion for luxury hospitality, the city of San Francisco, and exceptional guest service.
• Ability to establish and maintain effective working relationships with guests and
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

HEI Hotels & Resorts