Concierge

B.-F.-Saul-Hospitality-Group-; Washington (District of Columbia); On-site; USD 29,000 - 31,000; Full time

Job summary

The Hay-Adams, a luxury hotel in downtown Washington, DC, seeks a Concierge to provide exceptional guest services and coordinates transportation, entertainment, and sightseeing inquiries.

Role requires a High School diploma and 2–3 years in a luxury property; strong English communication and a calm, professional telephone manner are essential. A second language is preferred, with the ability to handle multiple tasks under pressure.

Qualifications

• Experience in a luxury property or high-end hospitality is preferred.
• Strong communication and professional telephone voice.
• Ability to listen, read memos, and follow written and verbal instructions.

Responsibilities

• Receive and record all faxes and ensure they are delivered to the guest in a timely manner.
• Receive and log all packages, including UPS and Federal Express, and ensure they are delivered to the guest in a timely manner.
• Assist guests with making restaurant reservations and provide them with a reservation card.
• Help guests with driving directions, either in person or over the phone; fax directions when appropriate.
• Field calls for Housekeeping/Engineering and communicate requests clearly to the appropriate department.

Skills

Customer service

Telephone etiquette

Hospitality awareness

Second language preferred

Education

High School diploma

Job description

Steeped in rich history and surrounded by the most iconic institutions of our nation, The Hay-Adams is the downtown Washington, D.C. hotel for discerning guests. Enveloped by views of the White House, St. John’s Church, and the scenic Lafayette Park, the 5-star accommodations at The Hay-Adams are the embodiment of refined residence. Marked by Washington, D.C.’s most accommodating amenities and dedicated services, The Hay-Adams is the boutique hotel of choice for the modern luxury traveler. The Hay-Adams offers an exceptional guest experience that goes beyond a good night’s sleep.

Position Scope

The Concierge department is responsible for all guest services in the hotel. The Concierge on duty must be able to field all inquiries and advise guests regarding transportation, entertainment, and sightseeing in Washington. The Concierge must also help direct lobby traffic and monitor the front door.

Essential Duties and Responsibilities

1. The Hay Adams handbook, the department operation manual and hotel policies and procedures are part of this job description.
2. Receive and record all faxes and ensure they are delivered to the guest in a timely manner.
3. Receive and log all packages, including UPS and Federal Express, and ensure they are delivered to the guest in a timely manner.
4. Assist guests with making restaurant reservations and provide them with a reservation card.
5. Help guests regarding driving directions, either in person or over the phone; fax driving directions to The Hay-Adams when appropriate.
6. Field calls for Housekeeping/Engineering and communicate the request clearly to the appropriate department. Follow through to ensure that the guest's needs have been met.
7. When transacting money exchange services for the guest, always be clear on the exchange rate.
8. Make sure that the Concierge bank is balanced each day.
9. Work closely with the Front Desk and assist the Manager on Duty or Guest Services Agent when possible and when needed.
10. Make sure that any special requests or irregularities are logged and communicated to the next shift. Keep the Head Concierge and Front Office Manager informed of any problems.
11. Perform any other reasonable duties as required and directed.

Qualifications

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities

This position has no supervisory responsibilities. Indirectly the Concierge will assist in the supervision of Bell and Door staff monitoring activities and checking all staff adhere to the standards of excellence. The Concierge will also assist Front Office management with emergency situations in the hotel and hotel evacuations.

Education and Experience

High School diploma, general education degree, international equivalent required. Two to three years in a luxury property preferred.

Language Skills

Must have good knowledge of English, ability to speak clearly, read and write. Must have an excellent, calm and professional telephone voice. Must be able to listen and/or read instructions, memos, short correspondences, and messages. Must have ability to write memos, short correspondences, or messages. A second language is preferred.

Mathematical Skills

Must have basic number knowledge, ability to add and divide, subtract and multiply basic numbers. Must be able to calculate percentages.

Reasoning Ability

Ability to carry out detailed but uninvolved instructions both written and oral, using common sense understanding required. Ability to deal with problems in a calm professional manner required.

Physical Ability

Ability to stand in a confined environment for long periods of time is required. Ability to use a computer screen for long periods is required. Must be able to work well under pressure and in emergency situations.

$21 - $22.50 an hour

The actual base pay offered is determined by several variables, including, as appropriate, the applicant's qualifications for the position, years of relevant experience, distinctive skills, level of education attained, certifications or other professional licenses held. Base pay is one component of B. F. Saul Company & Affiliates total compensation package, which also includes access to or eligibility for healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, bonus plans and more

The Hay-Adams is proud to be an equal opportunity workplace dedicated to pursuing and hiring diverse professionals.

Equal Opportunity Employer/Veterans/Disabled