The FAENA Movement is one of culture, art and community. The FAENA Culture is steeped in the warmth and traditions of the south combining authentic and attentive hospitality with the world’s finest amenities. We act as a catalyst in making dreams a reality with the collaboration of ideas. Creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are indulged by the FAENA Culture.

JOB OVERVIEW

Supervise the Concierge Team in order to provide an excellent guest service that includes answering all guests' inquiries and coordinates all requests for special arrangements or services, courteously and efficiently. Attends to immediate needs of all guest’s pre-arrival, throughout stay, and post-stay.

DUTIES AND RESPONSIBILITIES

• Serve as the primary point of contact for guests, providing information about hotel services, local attractions, and dining options.
• Oversee the day-to-day operations of the concierge desk, including managing guest check-ins/check-outs, luggage handling, transportation arrangements, and reservations.
• Build and maintain positive relationships with guests, anticipating their needs and preferences to provide personalized service.
• Ensure all guest requests and inquiries are handled promptly and professionally, always maintaining the highest standards of service.
• Address guest complaints and concerns in a timely and effective manner, finding appropriate solutions to ensure guest satisfaction.
• Conduct regular audits and inspections to maintain the highest standards of cleanliness, safety, and guest satisfaction.
• Lead and manage the concierge team, including hiring, training, scheduling, and performance management.
• Training and Development: Implement ongoing training programs to enhance the skills and knowledge of the concierge team, ensuring they are equipped to deliver exceptional service.
• Vendor Management: Establish and maintain relationships with local vendors and service providers to fulfill guest requests efficiently and effectively.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete knowledge of:

1. All Resort guest.
2. Scheduled daily activities.
3. In-house groups.
4. Resort extension numbers.
5. Beeper number/radios carried by resort personnel.
6. All special requests (DND, screen calls, NRG, etc.)
7. Hours of operation of each outlet.
8. Features and services provided by the resort.

• Responsible for immediate acknowledgement of all guests and assisting all guests throughout lobby and reception area with all requests (i.e. registration, check-out, special requests or preferences, itinerary, etc.
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Answer questions regarding and/or making arrangements for dining, entertainment, sports events, recreation, tours, health and beauty services, child care, transportation, religious worship, cultural activities, shopping, floral services, and other services.
• Keep accurate records of all arrangements made.
• Answer questions concerning and/or giving directions to hotel facilities, meeting rooms, or events held therein.
• Coordinate/promote activity reports to track reservation bookings.
• Process and notify guests of receipt of facsimiles, mail, messages, and packages.
• Assist guests in the sending of facsimiles, mail, messages, and packages.
• Maintain a stamp bank with domestic and international postage for guest purchase.
• Maintain current information and materials regarding hotel facilities and services, and local restaurants and attractions.
• Maintain a current resume book related to conventions, meetings, and special events held in the hotel and the city.

REQUIREMENTS

• Minimum of 3-4 years of experience in a concierge role, with at least 2 years in a supervisory or managerial capacity.
• Strong leadership and team-building skills, with the ability to motivate and inspire staff.
• Proficiency in hotel management software and Microsoft Office Suite.
• Knowledge of local attractions, restaurants, and transportation options.
• Ability to work flexible hours, including evenings, weekends, and holidays.
• Strong problem-solving abilities and a proactive approach to guest service.
• Impeccable grooming and professional appearance.