Concierge, Full-Time

Houston, TX, USA|

Job Overview

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Professional development opportunities

flexible schedule

Job Description

The Houstonian Hotel, Club & Spa is a distinguished luxury hotel located in Houston, Texas. Renowned for its exceptional hospitality, elegant accommodations, and world-class amenities, The Houstonian offers guests a unique blend of relaxation, sophistication, and personalized service. The hotel features lush gardens, a full-service spa, fitness facilities, and exquisite dining options, making it a premier destination for both leisure and business travelers. With a commitment to excellence, The Houstonian continuously strives to provide luxurious experiences that exceed guest expectations and uphold its reputation as one of Houston's finest luxury hotels.

We are currently seeking a dedicated and knowledgeable Concierge to join our esteemed team. This role is integral to providing our guests with personalized, memorable experiences starting from the moment of booking, throughout their stay, and even after checkout. The Concierge serves as an expert resource on all hotel services and products, curating customized experiences tailored to each guest's unique preferences. Beyond the hotel, the Concierge acts as a valued ambassador for the city of Houston, offering insightful recommendations on local attractions, dining venues, entertainment options, and events.

The ideal Concierge thrives in a dynamic environment and possesses exceptional communication and problem-solving skills. This role demands a professional who can handle a variety of guest requests, often requiring creative solutions to enhance the overall guest experience. The Concierge works collaboratively with multiple hotel departments including reservations, housekeeping, valet, and room service to ensure seamless service delivery. A high level of discretion and professionalism is essential to maintain the hotel’s luxury standards.

Responsibilities also include managing guest communications through multiple channels such as phone, email, and text, coordinating transportation and special requests like flowers or surprise gifts, and assisting with hotel safety protocols. This position requires flexibility, including working nights, weekends, and holidays. As a face of The Houstonian, the Concierge plays a critical role in fostering long-term guest relationships and ensuring that every stay is distinctively exceptional and reflective of the hotel's commitment to luxury hospitality.

Job Requirements

A high school diploma or equivalent is required
Must work well in a fast-paced environment with high pressure and/or stressful situations
Excellent verbal and written communication skills
Must be poised and composed with ability to remain guest-focused and resolve issues quickly and accurately
Must be able to multi-task and handle multiple priorities effectively, with strong attention to detail
A high level of communication skills is required as this position is responsible for communicating frequently with many other departments to assist with guest requests
Organizational skills are crucial to ensure all times, locations and people involved are aligned
Must have the ability to speak, read and write fluently in English
Hours required: Scheduled days and hours vary based on departmental needs.

Job Qualifications

A high school diploma or equivalent
Excellent verbal and written communication skills
Ability to remain poised and composed in stressful situations
Strong multi-tasking abilities with attention to detail
High level of communication skills for cross-departmental collaboration
Strong organizational skills
Fluency in spoken and written English.

Job Duties

Regularly use anticipation and adaptability to customize guest experiences
Main point of contact and communication with guests throughout stay
Book transportation, arrange amenities, flowers, balloons, surprise gifts and any request a guest may have for enhancing their stay
Teamwork using excellent communication and organization with several other departments, 3rd party vendors, outside planners
Must have excellent awareness of services, products, events, and hotel happenings
Manage, respond, and delegate incoming e-mails, phone calls and text messages through multiple programs with a high level of articulate professionalism
Take ownership of guest related issues using problem solving skills to find creative ways to rectify issues while building relationships
Communicate guest issues and preferences to managers and other departments to ensure proper follow up and learnings
Assist reservations in booking hotel room reservations while guiding future guests on best room product and hotel activities that meet their specific needs
Assist monitoring our fire safety systems and executing emergency procedures
Complete checklist of day-to-day tasks while multi-tasking assisting guests in the lobby
Assist with housekeeping, valet, room service, and other departments’ duties
Ensure compliance of all Front Office standards, procedures, and services
Required to work varying schedules, including nights, weekends, and holidays
Other duties as assigned.