Concierge

InterContinental The Clement Monterey; Cannery Row (CA); On-site; Full time

Job summary

A renowned hotel is seeking a dynamic and knowledgeable Concierge to enhance guest experiences. This role entails providing personalized service, managing guest inquiries, and ensuring satisfaction during their stay. Join a family-oriented team dedicated to exceptional hospitality and growth opportunities.

Benefits

Health insurance

401k plan

Educational assistance program

Training

Travel discounts

Qualifications

• In-depth knowledge of the local area, including attractions and cultural events.
• Exceptional verbal and written communication skills.
• Ability to remain calm and professional in high-pressure situations.

Responsibilities

• Greet all guests promptly, creating a welcoming atmosphere.
• Manage guest requests efficiently and accurately.
• Maintain up-to-date knowledge of hotel amenities and local attractions.

Skills

Communication

Organizational Skills

Multitasking

Problem Solving

Education

High school diploma or equivalent

Associate’s or bachelor’s degree in hospitality management or related field

Tools

Reservation software

Microsoft Office

Property management systems

Job description

CONCIERGE: The Concierge is a key member of the front office team and serves as the primary point of contact for guest services and personalized experiences. This position plays a critical role in enhancing the guest experience by offering accurate information, proactive service, and thoughtful recommendations. The ideal candidate is a knowledgeable, well-connected, and service-driven professional who consistently delivers the highest level of hospitality. Must have strong familiarity with local happenings, restaurants, etc.

As part of this job, this individual is required to: demonstrate great computer competency skills; accurately handle cash and charges; present a friendly, outgoing, energetic and guest service oriented demeanor.

WAGE RANGE: $23.00 - $26.00 hourly

SCHEDULE: Must be able to work flexible schedule, weekends and holidays, based on business demands.

WORKING RELATIONSHIPS: Reports: Front Office Management Team and Director of Rooms. Interacts: Internal and External Guests

OVERALL OPERATIONAL RESPONSIBILITIES

• Adhere to all policies and procedures outlined in PHM’s Employee Handbook, including punctuality, attendance, and professional conduct.
• Greet all guests and associates promptly and professionally, creating a welcoming atmosphere.
• Uphold brand standards, demonstrate expected service behaviors, and hallmarks.
• Follow emergency and safety protocols to maintain a secure environment for guests, staff, and visitors.
• Promote hotel services and facilities by anticipating and responding to guest needs.
• Handle guest check-ins/check-outs efficiently and accurately, following hotel cash and credit policies.
• Manage room assignments and accommodate special requests whenever possible.
• Handle room reservations, including modifications and cancellations, per procedures.
• Welcome and assist guests with reservations, transportation arrangements, directions, dining recommendations, and general inquiries.
• Manage guest requests professionally, ensuring prompt follow-up and resolution.
• Coordinate with internal departments (e.g., housekeeping, bell staff, valet, front desk) to fulfill guest needs seamlessly.
• Maintain up-to-date knowledge of hotel amenities, local attractions, dining, entertainment, cultural events, and transportation options.
• Handle complex or last-minute guest requests with poise, creativity, and resourcefulness.
• Escort guests to rooms or other hotel areas as needed and assist with luggage handling and storage.
• Respond promptly to phone calls, radio communications, emails, and in-person requests.
• Deliver packages, newspapers, group amenities, and other requested items in a timely manner.
• Maintain a clean and organized hotel entrance and concierge desk area, report safety concerns to Maintenance.
• Keep an accurate concierge log documenting guest interactions and service follow-ups.
• Assist with VIP and special guest arrangements as directed.
• Anticipate guest concerns and resolve complaints proactively and courteously.
• Support inquiries related to hotel services, in-house events, directions, check cashing, and safety deposit boxes.
• Let me know if you'd like to tailor this for a specific role (e.g., Concierge, Guest Services Agent, Bell Attendant), or need formatting for HR or training use.
• Perform other duties as directed.

Interpersonal Relationships

• Foster strong relationships with guests, creating a welcoming and personalized experience.
• Communicate effectively with hotel staff and external service providers to coordinate guest services.
• Maintain professional, courteous, and respectful interactions with all guests, colleagues, and vendors.
• Uphold the hotel’s standards of etiquette, confidentiality, and guest privacy at all times.

Knowledge, Skills, and Abilities

• In-depth knowledge of the local area, including attractions, restaurants, transportation, and cultural events.
• Strong organizational and multitasking skills; able to prioritize under pressure.
• Exceptional verbal and written communication skills.
• Ability to remain calm and professional in high-pressure or fast-paced situations.
• Proficiency in reservation software, Microsoft Office, and/or property management systems.
• High level of discretion, integrity, and attention to detail.

Preferred Qualifications

• Previous experience as a Concierge or in a guest-facing role in a luxury or 4-star hotel environment.
• Multilingual abilities strongly preferred.
• Membership or affiliation with Les Clefs d'Or is a plus.
• Familiarity with concierge or guest service platforms such as OpenTable, or similar systems.
• High school diploma or equivalent required; associate’s or bachelor’s degree in hospitality management or related field preferred.

Disclaimer: This job description is intended to convey essential job responsibilities and qualifications and is not an exhaustive list of all duties, responsibilities, and skills required.

Pacific Hotel Management, LLC is a privately- owned company that manages various hotel brands in the bay area. InterContinental The Clement Monterey is one out of 7 hotels within PHM. Our culture is family oriented, friendly, outgoing, competitive and results oriented. All associates work hard every day to achieve guest and associate satisfaction goals, but most importantly, all associates have an inherent passion for hospitality. All of our associates also enjoy an array of benefits and perks such as health insurance, 401k plan, educational assistance program, training, recognition events, travel discounts and more! As part of the IHG brand, we pursue excellence in everything we do!

We are looking for someone who can easily engage and adapt to our unique culture. We are looking for an outgoing and knowledgeable Concierge to join our family! The Concierge is the first point of contact for hotel guests and is primarily responsible for providing personalized service to guests upon arrival, during their stay and upon departure. The Concierge is an integral part of our team at the property and works side by side with associates and managers on a day-to-day basis to anticipate and meet guest’s needs. We are looking for someone who will help us maintain our high quality standards, who will help develop new ideas and ways to improve our guest satisfaction scores.

If this position andInterContinental The Clement Monterey (PHM) sound like the family you want to be a part of please submit your resume for consideration. We look forward to learning more about you!

Learn more about our company at www.phmhotels.com.