Concierge

Nobu Ryokan Malibu; Malibu (CA); On-site; USD 42,000 - 70,000; Full time

Job summary

Nobu Ryokan Malibu is seeking a dedicated Concierge to provide information on hotel restaurants, activities, and services, arrange pre-arrival planning, and warmly welcome guests from arrival to departure.

The role requires superior hospitality skills, strong English communication, and the ability to manage guest requests and reservations across multiple vendors and departments.

Qualifications

• High school diploma or equivalent required; college coursework preferred.
• Prior hotel or hospitality experience is advantageous.
• Candidate should be customer-service oriented with excellent hospitality skills.
• Advanced ability to comprehend and speak English, both verbally and in writing.

Responsibilities

• Greet, escort and check-in guest arrivals and assist with luggage when needed.
• Provide information on hotel services, local attractions, and restaurant reservations.
• Coordinate guest requests and reservations with vendors and departments.
• Maintain knowledge of hotel features, hours, and group activities.
• Handle guest complaints and ensure guest satisfaction.
• Attend department meetings and adhere to safety and grooming standards.

Education

High school diploma or equivalent

Some college or college degree

Hospitality management degree (preferred)

Customer service orientation

Excellent hospitality skills

Strong English communication

Job description

Job SummaryThe Concierge will be responsible for providing information on hotel restaurants, activities, and services; handling all guests’ pre-arrival planning and arrangements; acknowledges, welcomes all guests and visitors arriving to and from the hotel.Essential FunctionsContribute building and maintaining a first-rate team.Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.Maintain complete knowledge of correct maintenance and use of equipment.Be familiar with all hotel services and features, local attractions and activities to respond to guest inquiries accurately.Anticipate guests’ needs, respond promptly and acknowledge all guests throughout their stay.Maintain and improve the quality of the guest experience at all times.Resolve guest complaints, ensuring guest satisfaction.Maintain complete knowledge at all times of:all hotel features, services, and hours of operationall room types, numbers, layout, decor, appointments and locationall room rates, special packages and promotionsdaily house count, and expected arrivals and departuresroom availability status for any given dayall VIPs guests, special requests or any in-house guest concerns or issuesin-house guests' names and room locationsscheduled in-house group activities, locations and timesConduct pre-arrival communication and gather all pertinent guest informationArrival and departure times, methodsAll guest names and ages if applicableAscertain if celebrating special occasionAny personal dietary restrictions or preferencesAny additional special requests (pillow type, ADA access, feather free)Assist in planning and making reservations on guest’s behalf with vendors which may include:Airline reservations, changes, cancellationsAirport transfersBabysitting servicesBanking/financial servicesBusiness center servicesCar rentalsCar repair and servicingCharter flights/rentalsDry cleaning, laundry, alterations, repairsFlowersFitness centers and health clubsLocal points of interest, shops, servicesMailing and delivery servicesNotary servicesRestaurant reservations, nightclub activitiesSpa recommendations and reservationsSporting events, golf facilities, outdoor activities, rental equipmentConfirm itinerary and details up until guest arrival.Inspect guestrooms prior to arrival and communicate deficiencies to appropriate departments.Assist In Room Dining with preparation and placement of arrival amenities as required.Greet, escort and check-in all guest arrivals, collect form of payment, signature on registration card, assist Bellman with luggage when necessary.During stay co-ordinate guest requests, reservations and miscellaneous tasks as required.Document and accommodate all guests’ requests in an accurate and efficient manner.Pick-up and delivery of any guest laundry, dry cleaning, packages and/or mail.Assist with delivery of In Room Dining orders when required.Efficiently and accurately handle departure guests’ folios, transportation and luggage arrangements and bid a fond farewell.Answer department telephone within 3 rings, using correct salutations and telephone etiquette.Ensure Concierge desk is attended at all times; that all posting positions are maintained.Ensure that all pertinent information is accurately documented in daily pass down.Monitor and maintain cleanliness, sanitation, and organization of assigned work areas and public spaces, including but not limited to outdoor guest patios, outdoor fireplaces, pool deck and fitness area.Monitor and maintain the condition of hotel and parking entrance, bell desk, luggage storage areas, reception, and courtyard.Assist whenever necessary in performing job functions of other departments such as In Room Dining, Bell/Valet and Housekeeping.Access all functions of computer system in accordance with departmental specifications.Set up work station with necessary supplies; maintain cleanliness throughout shift.Legibly complete requisition for additional supplies/materials and submit to Manager.Maintain updated resource materials on all vendors and information to accommodate guest requests.Any other duties as assigned by Manager on Duty or General Manager.Other DutiesAll colleagues are required to fully comply with hotel and departmental rules, regulations and policies for the safe, secure, effective and environmentally friendly operation of the hotel facilities. Examples include, but are not limited to lost and found procedures, emergency procedures, recycling efforts, etc.Attend and participate in all hotel and/or departmental meetings, training sessions and other information meetings.Regular attendance in conformance with hotels standards is essential to the successful performance of this position.Comply with hotel grooming standards for both uniformed and non-uniformed colleagues.Comply with hotel service and behavioral standards towards our guests, vendors and fellow colleagues, including, but not limited to ensuring proper phone etiquette, courteous and respectful behavior, and maintaining a friendly and positive attitude.Perform all other duties as directed by management that are consistent with the policies and procedures of the hotel.Working Conditions & Physical RequirementsPhysical Effort:Significant portions of day require prolonged standing and moving, lifting or transporting materials up to 100 lbs such as luggage, boxes, etc. Ability to visually review documents and computer screen throughout day.Physical Environment:Ability to walk or stand for extended periods of time during course of shift.Manual SkillsSignificant portions of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations.Work Schedule:Due to the cyclical nature of the hospitality industry, colleagues may be required to work varying schedules to reflect the business needs of the hotel.Safety:Responsible for operating within hotel safety guidelines, including the safe and responsible operation of hotel equipment. Reports and addresses safety concerns as they arise. Ensures safe handling of chemicals in accordance with hotel and department standards and utilizes proper personal protective equipment (PPE) when appropriate.QualificationsEducation:High school diploma or equivalent vocational training certificate required. Some college or college degree preferred. Degree in hospitality management preferred.Experience:Prior hotel experience preferred. Prior experience within a four star hotel brand preferred.Computer Skill & Other Technical Skills:Ability to utilize computer software and hardware required. Ability to easily maneuver on computer keyboard required.Ability to learn, utilize and communicate effectively via company issued communication devices (e.g. cell phones, tablets, etc).Communication:Advanced ability to comprehend and speak English to understand and respond to information and address advanced guest requests required both verbally and in writing. Knowledge of additional language(s) preferred.Licenses or Certifications:n/aOther:Must be customer-service oriented.Must have excellent hospitality skills.Must be able to calculate basic mathematic functions.