Concierge

FAENA Miami Beach; Miami Beach (FL); On-site; USD 40,000 - 80,000; Full time

Job summary

Join a vibrant and dynamic team at a leading luxury hotel where you will be the face of hospitality. As a Concierge, you will play a vital role in ensuring guests have an unforgettable experience. Your extensive knowledge of Miami's cultural and recreational offerings will allow you to provide personalized recommendations and arrangements, ensuring every guest feels valued and catered to. This role demands a blend of professionalism and warmth, as you will be the first point of contact for guests seeking assistance. If you are passionate about service excellence and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Must have extensive knowledge of Miami's attractions and luxury concierge services.
• Outstanding guest service and communication skills are essential.

Responsibilities

• Coordinate guest requests and provide information about hotel services.
• Make reservations and assist with transportation needs for guests.
• Anticipate and respond to guest requests promptly and professionally.

Skills

Guest Service Skills

Communication Skills

Multitasking

Knowledge of Miami Area

Professional Presentation

Integrity and Ethical Conduct

Education

Experience in Luxury Hotel Environment

Front Office/Customer-related Experience

Tools

Microsoft Windows Applications

Job description

THE FAENA CULTURE

The FAENA Movement is one of culture, art and community. The FAENA Culture is steeped in the warmth and traditions of the south, combining authentic and attentive hospitality with the world’s finest amenities. We act as a catalyst in making dreams a reality with the collaboration of ideas, creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are indulged by the FAENA Culture.

JOB OVERVIEW

The Concierge provides information to guest inquiries and coordinates all guest requests for special arrangements or services, courteously and efficiently. Attends to immediate needs of all guests pre-arrival, throughout their stay, and post-stay. Acts as a reservation liaison for all Food and Beverage outlets.

DUTIES AND RESPONSIBILITIES

• Takes transportation reservations for guests, including taxis, car rentals, town cars, tour buses, etc.
• Promotes hotel outlets including restaurants, bars, the spa, and the theater.
• Makes entertainment reservations for guests, including restaurants, local activities, concerts, golf, shows, etc.
• Sends out FedEx packages for guests.
• Provides information to guests regarding the hotel, the city of Miami, and surrounding areas.
• Performs special guest requests, including researching inquiries, running errands, etc.
• Assembles requests for amenities and celebration packages.

• Maintains complete knowledge of:
• All Resort guests
• Scheduled daily activities
• In-house groups
• Resort extension numbers
• Beeper number/radios carried by resort personnel
• All special requests (DND, screen calls, NRG, etc.)
• Hours of operation of each outlet
• Features and services provided by the resort

• Responsible for immediate acknowledgment of all guests and assisting guests throughout the lobby and reception area with all requests (i.e., special requests or preferences, itinerary, etc.)
• Welcomes guests in a warm and enthusiastic manner, always using the guest’s name.
• Gathers, summarizes, and advises guests about the hotel and the Miami area.
• Stays current on local events, attractions, and happenings in Miami.
• Anticipates guest requests and requirements to satisfy them efficiently and promptly.
• Researches and coordinates arrangements for guests’ special requests.
• Responds to guest requests in under 24 hours and always follows up to ensure satisfaction. Communications must be professional, clear, and concise, whether in person, over the phone, or through email.
• Monitors guest requests through Alice and ensures completion.

QUALIFICATIONS

• Extensive knowledge of the Greater Miami/Miami Beach area, including social, cultural, historical, and physical attractions.
• Previous experience as a concierge in a luxury hotel environment preferred. Front Office/Customer-related experience required with high-end clientele.
• Must possess a professional presentation.
• Must possess outstanding guest service skills and sophisticated verbal & written communication skills.
• Strong computer skills, including all Microsoft Windows applications.
• Displays a high level of professional integrity and ethical conduct.
• Ability to multitask and use time efficiently and effectively.
• Maintains calmness and composure under high levels of pressure.
• Adapts to frequent change, a fast-paced environment, delays, or unexpected events.
• Pays close attention to detail.