Job Description

The Personal Concierge is the first point of contact for hotel guests and is responsible for providing personalized service to guests upon arrival, during their stay and upon departure. In addition, the Personal Concierge will perform all Front Office functions, not limited to assisting guests in other areas when needed. Lastly, the Personal Concierge will promote hotel services and anticipate guest needs to promote higher guest satisfaction. DUTIES AND RESPONSIBILITIES Operations Greet all guests and associates upon contact. Manage door for multiple guests and visitors. Provide parking guidance and make transportation arrangements. Check-in/Check-out guests. Assist with hotel reservations for guest rooms, dining, and conference facility. Coordinate on-site meetings in Board Room. Assist with escorting guests to their room and other hotel areas. Assist with carrying, holding, and storing luggage and other items. Manage multiple phone calls, radio calls, e-mails, and requests. Provide personal shopping for guests when needed. Deliver packages, newspapers, group amenity deliveries, and any other item requested. In the absence of the Hospitality Specialist, assist guests with any beverage and/or food order. Maintain hotel entrance clean and clear of congestion and report any safety matters to Maintenance. Promote hotel services, facilities, and anticipate guests’ needs to promote higher guest satisfaction. Follow all emergency, health, and safety guidelines to provide a safe and secure environment for guests, associates, and visitors. Follow all guidelines, policies, and procedures as outlined by PHM’s Employee Handbook. Interpersonal Relationships Able to spark conversations with guests and associates in a professional manner, smile often, and establish relationships to gain trust and loyalty. Assist with training and providing guidance to new associates when requested. Resolve and address all guest and associate questions and concerns in a creative and professional manner. Report any issues, concerns, and suggestions to management. Maintain constant communication with all hotel departments to ensure guest satisfaction. Financials Follow all cash handling procedures. Follow posted schedule and minimize overtime and missed meals. WORKING ENVIRONMENT The hotel operates in a public business atmosphere, with varying indoor and outdoor climates. The nature of this job is mainly indoors but may require outdoor work based on business demands. Some travel is required locally to attend hotel events, including meetings and training. EDUCATION Minimum of High School Diploma or equivalent. WORK EXPERIENCE Minimum of 1 year of customer service experience in Hospitality or equivalent. Knowledge Understanding of hotel functions and guest profiles. Knowledge of the local area, including restaurants, landmarks, shopping centers, and attractions. Proficiency in computer skills such as typing, composing emails, using Microsoft Office, Outlook, and search engines. Skills Strong English business communication skills, both verbal and written. Strong interpersonal skills such as listening, smiling, relating, asking questions, and teamwork. Ability to manage multiple tasks, maintain focus and structure, and prioritize effectively. Ability to resolve conflicts with professionalism to ensure maximum guest and associate satisfaction. Abilities Able to engage in conversations with guests and associates, establishing relationships to develop loyalty and achieve satisfaction goals. Ability to maintain positive energy, self-motivation, and passion for hospitality. Ability to keep sensitive hotel information confidential, such as guest profiles and credit card information. Ability to learn new software and computer systems. Ability to adapt to various situations, handle pressure, and remain composed and focused. PHYSICAL REQUIREMENTS Prolonged standing/walking for 8 hours. Ability to walk around the hotel, up and down stairs, stoop, kneel, lift a minimum of 50 lbs., and push and pull approximately 100 lbs. BUSINESS ATTIRE To present a professional image, all associates must follow PHM’s dress and grooming standards as outlined in the PHM Handbook. OTHER REQUIREMENTS Meet California state minimum age to serve alcohol. PREFERRED QUALIFICATIONS Degrees or certifications in Business Management or Hospitality are preferred but not required. Bilingual or multilingual skills. Emotional Intelligence Training. Forbes Training. Food service permit/valid health/food handler card as required by local or state government agency. The Clement, Palo Alto (a Pacific Hotel Management Hotel), functions 7 days a week, 24 hours a day. All associates must acknowledge this and be aware that it may be necessary to adjust shifts as business dictates. #J-18808-Ljbffr

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