Concierge

Northwood Hospitality LLC; West Hollywood (CA); On-site; USD 40,000 - 60,000; Full time

Job summary

Northwood Hospitality LLC is looking for a Concierge in West Hollywood, California. The role involves delivering personalized service, anticipating guest needs, and coordinating requests with various hotel departments to ensure an exceptional experience.

Ideal candidates will possess a high school diploma, previous experience in luxury hotels, and strong knowledge of the local area. This position requires excellent communication skills and the ability to handle guest requests with professionalism and care.

Qualifications

• High school diploma required; previous concierge experience preferred.
• Strong knowledge of the local area, restaurants, transportation, and attractions.
• Ability to work flexible hours, including weekends and holidays.

Responsibilities

• Provide warm, personalized service to guests.
• Anticipate guest needs and maintain knowledge of local offerings.
• Coordinate guest requests with various hotel departments.
• Ensure accurate documentation of guest preferences and inquiries.

Skills

Exceptional guest service and interpersonal skills

Excellent verbal and written communication skills

Strong organizational skills

Professional judgment and discretion

Strong attention to detail and follow-through

Proficiency with concierge software

Education

High school diploma or equivalent

Previous concierge experience in a luxury hotel

Tools

Microsoft Office

Concierge software (including Go Concierge)

Job description

Job Description

The Concierge is responsible for delivering exceptional, personalized service that enhances each guest's experience and reflects the hotel's luxury standards. As a trusted local expert and guest advocate, the Concierge creates a welcoming first impression, anticipates guest needs, and provides thoughtful recommendations, reservations, and personalized services. This role builds meaningful relationships with guests while serving as a liaison between the hotel, local partners, and internal departments to ensure seamless, memorable stays.

Job Responsibilities

• Provide warm, professional, and personalized service to all guests, visitors, and team members while maintaining the highest standards of hospitality.
• Welcome guests by name whenever possible and build rapport through genuine, engaging interactions.
• Anticipate guest needs by asking thoughtful questions and offering personalized recommendations and solutions.
• Maintain comprehensive knowledge of local restaurants, entertainment, cultural attractions, shopping, sporting events, transportation, and community events.
• Arrange restaurant reservations, transportation, tours, entertainment, spa appointments, business services, and other guest requests while remaining vendor neutral.
• Coordinate guest requests with Front Office, Bell Services, Housekeeping, Engineering, Security, Food & Beverage, Valet, and other departments to ensure seamless service.
• Maintain active relationships with local businesses, vendors, attractions, and community organizations to enhance guest offerings.
• Participate in local Concierge Association activities and professional networking opportunities, as appropriate.
• Maintain current listings of local attractions, transportation options, maps, brochures, and hotel information; ensure materials remain organized and fully stocked.
• Provide accurate information regarding hotel amenities, restaurants, lounges, retail outlets, operating hours, and resort services.
• Respond promptly to guest inquiries received in person, by telephone, email, or other communication channels.
• Document guest preferences, special occasions, reservations, purchases, requests, and guest history within Go Concierge or other designated systems.
• Provide personalized welcome calls or outreach to VIP guests and other designated arrivals.
• Ensure guest requests are completed accurately and followed through to completion.
• Coordinate shipping and receiving requests for guests utilizing FedEx, UPS, USPS, DHL, and other shipping providers.
• Process billing and maintain appropriate documentation for concierge services, purchases, and third-party reservations.
• Maintain accurate records and organized files related to guest requests and concierge services.
• Communicate daily hotel activities, events, VIP arrivals, and important operational information to guests and fellow team members.
• Ensure complete and accurate shift communication to promote continuity of service.
• Respond professionally to guest concerns and service recovery opportunities, escalating matters to management as appropriate.
• Maintain knowledge of hotel emergency procedures and assist during emergency situations as directed.
• Attend departmental meetings and complete all required training.
• Perform other duties as assigned.

Education & Experience

• High school diploma or equivalent required.
• Previous concierge experience in a luxury or full-service hotel preferred.
• Strong knowledge of the local area, restaurants, entertainment, transportation, and attractions.

Knowledge, Skills & Abilities

• Exceptional guest service and interpersonal skills with the ability to build lasting guest relationships.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to prioritize multiple requests in a fast-paced environment.
• Professional judgment, discretion, and the ability to handle confidential guest information.
• Strong attention to detail and commitment to follow-through.
• Proficiency with concierge software (including Go Concierge), Microsoft Office, and hotel operating systems.
• Ability to work a flexible schedule including evenings, weekends, and holidays.