Concierge

Glass Light Hotel & Gallery; Norfolk (VA); On-site; USD 20,457 - 29,136; Full time

Benefits offered by this job

Health coverage up to 80%

401K plan with discretionary match

Paid group term life insurance

Robust PTO

7 paid holidays

Earned wage access

Employee Assistance Program (EAP)

Sober support network

Recovery-friendly workplace

Exclusive hotel travel discounts

Job summary

The Olympia Companies in Norfolk, VA is seeking a friendly Concierge to coordinate guest services and provide information about the hotel and surrounding area. You will welcome guests, arrange transportation and tickets, and help guests enjoy dining, entertainment, and local experiences while maintaining the Concierge desk and ensuring timely responses.

This role stresses exceptional service, teamwork, and knowledge of local attractions, with benefits and opportunities for growth.

Qualifications

• Prior hospitality experience is preferred; high school diploma and/or equivalent work experience preferred, but not required.
• Ability to learn quickly and maintain composure under pressure.

Responsibilities

• Welcome guests warmly and assist with luggage, transportation, and immediate needs.
• Provide personalized dining, entertainment, and local attraction recommendations.
• Arrange reservations, tickets, and transportation for guests.
• Provide accurate information about hotel facilities and services.
• Keep concierge desk neat and stocked with brochures and maps.
• Communicate with guests and colleagues via phone, email, and in person.
• Proactively engage guests to enhance their stay with special gestures.

Skills

Customer service

Education

High school diploma or equivalent

Job description

Concierge is responsible for efficiently coordinating various services related to the guests visit and provides information about the hotel and the local vicinity in the hotels continuing effort to deliver exceptional guest service and financial profitability.

Rate of Pay: $18.00/hour

Benefits

• Health Coverage That Works for You: We contribute up to 80% toward individual health plans and offer affordable dental and vision insurance. Plus, with FSA and HSA options, you can plan for your healthcare costs your way.
• Secure Your Future: With our 401K plan and discretionary yearly match, you can build the financial future you deserve.
• Peace of Mind: We provide paid group term life insurance for select positions, 50% shared cost short-term disability, and you have the option to purchase additional employee paid life insurance.
• Time for You: Enjoy our robust PTO plan and 7 paid holidays to maintain work-life balance. Need quick access to your paycheck? Our earned wage access program has you covered!
• Additional Support: From our Employee Assistance Program (EAP) to a sober support network, and our commitment to being a recovery-friendly workplace, we're here to help you thrive personally and professionally.
• Perks: Love to travel? Enjoy exclusive hotel travel discounts as a member of our team. Additional benefits may be available based on property specific locations!

Responsibilities

• Welcome guests warmly upon arrival, introduce yourself as their personal concierge, and offer assistance with luggage, transportation, and other immediate needs.
• Provide personalized recommendations and assistance to guests regarding dining options, entertainment venues, shopping destinations, sightseeing tours, and other local attractions and services.
• Arrange reservations, tickets, and transportation for guests, including restaurant bookings, concert tickets, theater shows, and airport transfers, ensuring seamless coordination and timely delivery.
• Serve as a knowledgeable resource for guests, providing information about hotel facilities, services, policies, and amenities, and answering inquiries accurately and professionally.
• Maintain up-to-date knowledge of local events, festivals, exhibitions, and cultural activities, and proactively inform guests about opportunities for entertainment and exploration.
• Communicate effectively with guests, colleagues, and external partners via phone, email, and in-person interactions, and follow up promptly to address requests, inquiries, and feedback.
• Maintain the cleanliness, organization, and visual appeal of the concierge desk and surrounding area, including the display of brochures, maps, and promotional materials.
• Ensure that the concierge desk is staffed and operational during scheduled hours, and provide coverage during peak periods or when other team members are unavailable.
• Manage guest requests and tasks efficiently and prioritize based on urgency and importance, utilizing available resources and support to meet or exceed guest expectations.
• Build rapport and establish positive relationships with guests by demonstrating genuine interest, empathy, and attentiveness to their needs, preferences, and feedback.
• Proactively engage with guests throughout their stay to anticipate their needs, offer assistance, and enhance their experience with personalized gestures, amenities, and surprises.
• Solicit feedback from guests about their experience and satisfaction levels, and use this input to continuously improve service delivery and exceed guest expectations.

Skills Required

• Provide high level customer service, communicate effectively with guests and team members, follow instructions, ability to learn quickly, pay attention to detail, and maintain composure when working under pressure.

Technical Skills

• Must be knowledgeable of the various services within the hotel and in the surrounding geographical area.

Experience / Education

• Prior hospitality experience is preferred; high school diploma and/or equivalent work experience preferred, but not required.

The Olympia Companies is an equal opportunity employer and is committed to providing employment opportunities to qualified applicants without regard to such characteristics as race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability, genetic information, protected veteran status or any other factor protected by applicable law.