Personal Concierge

Beemok Hospitality Holdings LLC; United States; On-site; USD 40,000 - 60,000; Full time

Job summary

Beemok Hospitality Holdings LLC is seeking a Personal Concierge to act as a brand ambassador and primary contact for guests. You will own and execute guest requests, tailor rooms to guest preferences, and deliver a seamless welcome and check-in experience on-site.

You will maintain ongoing communication with guests during their stay, handle service recovery, and build lasting relationships pre-, during-, and post-stay.

Qualifications

• Requires strong multitasking and fast-paced communication
• Customer-focused with ability to understand individual guest needs
• Ability to take action, adapt, and ensure guest satisfaction

Responsibilities

• Represents the hotel and BHC in all guest interactions
• Maintains guest communication during stay and owns guest requests
• Tailors guest rooms to preferences and manages check-in experience
• Owns customer experience elements including service recovery
• Engages with guests pre, during, and post-stay to enhance visits
• Coordinates with Housekeeping and Engineering for seamless service
• Builds guest relationships and supports recognition efforts
• Manages high-traffic periods with leadership and team coordination
• Upholds courtesy, respect, and dignity toward guests and vendors
• Performs other duties as assigned for operations

Skills

Multi-tasking

People skills

Proactive

Customer service

FOH/BOH knowledge

Communication

Pressure management

Attention to detail

Organization

Strategic thinking

Job description

The Personal Concierge serves as The Cooper's ambassador and one point-of-contact for guests. They have a high responsibility and ownership of the guest experience and are encouraged to execute on guest needs, both requested and unexpressed. This team utilizes pre-arrival knowledge and face-to-face interactions to truly understand our guests and their individual experiences in order to ideate, anticipate, and provide a tailored experience. Each Personal Concierge owns their guests and delivers seamless service that eliminates guest stress and builds brand bond.

DUTIES & RESPONSIBILITIES:

Actively represents the hotel and BHC within all interactions Maintains communication with guests during their stay, actioning and owning all guest requests Ensures guest rooms are tailored to guest preferences Provides the welcome and check-in experience for guests arriving on property Owns customer experience elements, including service recovery (escalating when needed) Engages with guests and takes part in enhancing their visit Coordinates with Housekeeping and Engineering Builds relationships and rapport with guests pre, during, and post -stay Facilitates fond farewell for departing guests Supports the planning and coordination of special guest recognition Works at the busiest time including evenings, weekends, holidays while properly leading the team Understands what objectives are important to the hotel and ensures the entire team is focused on exceeding expectations Treat guests, team members and third-party vendors with courtesy, respect, and dignity Practices preventative safety procedures daily Must maintain stability, dependability, and professionalism when faced with changing, stressful, and challenging situations Performs other duties as assigned for the operation

REQUIRED STRENGTHS, SKILLS, & EXPERIENCE:

Enjoys multi-tasking and communicating in a fast-paced environment. Likes to engage with people and understand what makes them unique. Takes action in making things happen and can adapt when needed. Strong customer service skills, guest relationship experience. Knowledge of front and back of house operations. Fluent and professional communication both written and verbal. Works well under pressure, multitasking, and team player. Extreme attention to detail in all areas, organizational skills, and thinks strategically.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job: Must be able to lift equipment, supplies, etc. of at least 30 pounds. Must be able to resolve problems, handle conflict, and make effective decisions under pressure. The role may require extended periods of time on your feet, especially during peak hotel hours or events. Good hearing is necessary for effective communication with colleagues, guests, and stakeholders. Available to work varied shifts, including nights, weekends, and holidays.

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BHCis an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify. A career at BHC is an opportunity to grow, innovate, and make a lasting impact. Here, we cultivate a culture where excellence and integrity thrive, and where each team member’s potential is nurtured in a dynamic, supportive environment. Your talents are recognized. Your ambitions are encouraged. Your work truly matters. Join us and discover where your journey at BHC can take you. Beemok Hospitality Collection (BHC) is a purpose-driven portfolio of hotels, restaurants, and cultural landmarks in Charleston. Founded in 2021, BHC is guided by the belief that hospitality is at its finest when it creates enduring, meaningful connections. The journey began with the revitalization of The Charleston Place and has since grown to include Sorelle, The Riviera Theater, Credit One Stadium, American Gardens, and the upcoming waterfront hotel, The Cooper. Each property reflects BHC’s vision of hospitality as a way to connect people, celebrate culture, and carry Charleston forward.