Job Description

Scope of Position

You will play an important role in the perception of our service quality, with the opportunity to go well beyond guest expectations of superior service. Supporting all services in the Hotel lobby, the friendly atmosphere you and the lobby team create will help ensure guest satisfaction and their intent to return, which will maximize revenue and serve as your benchmark of success. You will report directly to the Concierge Manager with indirect reports to the Guest Services Manager on Duty and the Director of Guest Services.

Schedule Requirements

The operation is 24 hours a day 7 days a week, inclusive of all holidays. While the company will make every attempt to create a work and life balance, all team members may be required to work extended shifts and additional days based on business demands.

Responsibilities

Essential Functions

• Meet and greet guests, patrons, and visitors.
• Maintain updated knowledge of city events, restaurant recommendations and regional tourist and travel information
• Handle and accommodate all guest requests in a timely manner (i.e., reservations, ticket purchases, directions, etc.)
• Assist fellow team members with greeting, registering and luggage transport and storage as needed.
• Responsible for practicing, managing, and promoting our Mission and Values so that it becomes an intricate part of the everyday operations.
• Ensure adequate inventory of supplies i.e., booklets, guides, maps, brochures, and front office stationery.
• Rotate job with positions located in hotel on a regularly scheduled basis.
• Competes any duties and projects assigned by Chef Concierge.
• Assist guests checking in and checking out

Required Job Knowledge and Skills

• Prior concierge, guest services, or related experience.
• Intimate knowledge of Boston’s modes of transportation, social and cultural events, stores, restaurants, sightseeing and general services.
• Exceptional verbal communication skills.
• Exceptional customer service skills along with great problem-solving skills.
• Computer experience required.
• Additional languages preferred.
• Dedication to perform and foster Seaport’s mission and values.
• Ability to stand for long periods.
• Ability to lift 35lbs.

Supportive Functions

• In addition to the performance of the essential functions, this position may be required to perform a combination of supportive functions, with the percentage of time performing each function to be solely determined by the Chef Concierge / Director of Guest Services based upon the requirements of the hotel.
• Maintain regular attendance in compliance with hotel standards.
• Adhere to hotel rules and regulations for safe and efficient operations.
• Foster a culture of trust and respect.
• Live Seaport Hotel’s Core Principles:
  • Seek to warmly greet everyone
  • Engage in active communication
  • Anticipate guest needs
  • Promote creativity and connections
  • Openly inquire about guest satisfaction
  • Respond with passion and commitment
  • Thank each guest and each other

Qualifications

Experience:

• At least 1-year Hotel Operations experience
• Previous Front Office experience in an Upscale or Luxury property preferred
• Previous customer service and comprehensive computer experience

Education:

• High School diploma, general education degree or international equivalent preferred.
• College degree or equivalent work experience

Language Skills:

• Fluency of the English language is strongly preferred.
• Ability to understand and compose instructions, memos, and short correspondence.