Concierge - Hotel Operations

124 Hard Rock Hotel NYC LLC; New York (NY); On-site; USD 20,664,000 - 34,440,000; Full time

Job summary

124 Hard Rock Hotel NYC LLC is seeking a Concierge to assist guests with dining, entertainment, and transportation during their stay. You will greet guests, coordinate reservations, and provide local recommendations to ensure a memorable experience.

Strong English communication is required; multilingual ability is highly preferred, with a focus on delivering Amplified Service across the property. This on-site role expects flexible hours to support evening and weekend events.

Qualifications

• A degree in Business, Hospitality Management or Communication is highly recommended.
• An Associate Degree in hospitality or Tourism with at least two years in concierge roles is acceptable.

Responsibilities

• Develop knowledge of area restaurants, venues, shows, and events.
• Assist guests with dining, entertainment, transportation, and services during their stay.
• Handle guest inquiries and requests using hotel systems and messaging platforms.

Skills

Concierge experience

Customer service

English proficiency

Multilingual

Education

Business/Hospitality degree

Associate degree in Hospitality/Tourism

Tools

MICROS Opera

Sabre/SYNXIS

Delphi

SUN

Microsoft Office

Job description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description: POSITION SUMMARY The Concierge is responsible for assisting guests in arranging dining, entertainment, sports, transportation, and other services during their stay. A concierge is one of the first people a guest sees upon entering the hotel—they are the 'face' of the organization. Therefore, concierges have to be extremely welcoming. They should greet every guest with a smile and a kind word. A concierge has to manage multiple tasks at once: they must serve many guests, make appointments and arrangements for people, and more. Being organized allows a concierge to juggle these multiple tasks without losing his or her cool while ensure that each guest expereince is both positive and memrable.

PRIMARY RESPONSIBILITIES Develop and maintain thorough knowledge of area restaurants, bars, clubs, shows, concerts, sporting events, and retail. Assist guests in arranging services and reservations, including dining, entertainment and sports, attractions, transportation, flowers and gifts, formal wear rental, babysitting services, office services, medical services, personal services, and banking services. Handle all incoming and outgoing packages, lasse with Guest Attendants storing / retrieving and delivering packages Utilize Hotsos and other messaging platforms to communicate with guest and handle guest inquiries Utilize various communication platforms such as Alia, HotSos, Zingle , etc. Assist waiting guest to GSAs or Kiosks Ship Lost & Found items Utilize Concierge management system to log all activities Utilize the property management system to run daily reports and block any special requests. Reconcile transactions at the end of each shift, cash out, and maintain a balanced bank. Work closely with the Guest Attendants to coordinate the efficient handling of luggage and follow up on guest requests, inquiries, etc.

Greet guests in all public areas of the property; answer questions, handle requests, and offer directions, as needed. Work with Front Office Manager regarding hotel business to keep them informed. Maintain positive and professional communication with all staff. Provide recognition to others, including co-workers, supervisors, managers, and directors. Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities. Ensure a healthy and safe work environment for co-workers and guests. Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.

Promote property outlets to guests. Assist guests in finding locations within the property by escorting, when possible, or giving clear directions. Resolve guest complaints empathetically while still using property procedures. Create a positive environment in which all employees have the ability to maximize their potential. Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance. Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.

Participate in Sound Check meetings on each shift. Always smile and offer a warm greeting to all. Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique. Take initiative to offer assistance throughout the property. Operate ethically to protect the Hard Rock brand. Utilize programs designed to help Save the Planet. Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations. Perform additional duties as requested by department managers and supervisors. Communicate with supervisors and managers to ensure that assigned duties are completed to standard. Coordinate operations with other departments, as needed. Present a professional image to employees, guests, clients, owners, and investors.

Review and develop guest history records to enhance personalized service for repeat guests. Maintain confidentiality of guest, employee, and company information. This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

REQUIREMENTS EXPERIENCE, EDUCATION, AND CERTIFICATIONS A degree in either Business, Hospitality Management or Communication is highly recommended or an Associate Degree in hospitality or Tourism with at least two years employed as a concierge in a 4 or 5 star internationally recognize hotel group.

SKILLS Proven experience as concierge; experience in customer service or relevant role is an advantage Proficiency in English; multilingual is strongly preferred excellent communication skills. A concierge provides guests with suggestions for entertainment and various services within the hotel itself and in the surrounding geographical area. Therefore, it is very important that a concierge know the area, its best restaurants, and most interesting attractions, and the other sorts of services available in the region. Ability to read, comprehend, and write simple instructions, short correspondence and memos. Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing. Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, etc.). Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy. Fluency in English: additional languages preferred.

PHYSICAL DEMANDS Ability to move throughout the business (standing, walking, kneeling, bending) for extended periods of time. Ability to make repeating movements of the arms, hands, and wrists. Ability to express or exchange ideas verbally and perceive sound by ear. Ability to obtain impressions through the eyes. Manual dexterity, hand-eye coordination, and ability to work with hand above shoulders. Ability to occasionally move objects (lift, push, pull, balance, carry) up to 10 pounds / 5 kilograms. Ability to turn or twist body parts in a circular motion. Ability to tolerate exposure to heat, cold, chemicals, and loud/noisy environment.

ADDITIONAL REQUIREMENTS Understanding of lifestyle hotel products and guest services. Ability to work evenings, weekends, and holidays, as needed.

Pay Range: $2 - $50/

The Seminole Tribe of Florida remains the only unconquered tribe in the United States of America. The Tribe established Seminole Gaming in 1979, when it opened the first high-stakes bingo hall in the United States. Building on its rich heritage of courageous and groundbreaking achievements, the Seminole Tribe of Florida acquired Hard Rock International in March 2007—the first transaction of its kind by a Native American tribe. Today, Hard Rock International remains one of the most globally recognized companies in the world, with Hard Rock Hotel, Casino, Cafe and Rock Shop® venues in over 74 countries. With the continued growth of Seminole Gaming and Hard Rock International, Seminole Hard Rock Support Services was created to support all of our brands and lines of business. With the largest global footprint in the hospitality industry for over 50 years, our number-one job is to bring fun and excitement to our team members and our guests!