Job Description

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

The Langham Huntington, Pasadena, Los Angeles is located in Pasadena, California, in the heart of an upscale residential neighborhood bursting with historic gems like Albert Einstein's former residence and famous film locations including the homes from Mad Men and Father of the Bride

Just up the street you'll find Pasadena's vibrant shopping and entertainment district boasting theaters, boutiques, incredible restaurants and world-class museums. And the hotel is just a short drive from the rest of Pasadena's must-see spots including the Rose Bowl stadium, The Huntington Library, Descanso Gardens, Kidspace Children's Museum and much more.

Check out what’s nearby, or inquire with our concierge team for recommendations on what to see, eat, and do in Pasadena and nearby Los Angeles.

DEPARTMENT: Front Office

JOB TITLE: Concierge

REPORTS TO: Front Office Manager

SUPERVISES: n/a

PRIMARY OBJECTIVE OF POSITION:

The concierge will act as an ambassador of the hotel by providing special assistance and information about local area attractions to customers and patrons, offering a wide selection of alternatives for guest satisfaction.

RESPONSIBILITIES AND JOB DUTIES:

• Greet guests immediately with a friendly and sincere welcome. Use a clear, understandable speaking voice, exercise judgment, respond to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc. according to individual needs.
• Promptly answer telephone calls using positive and clear English communication. Input messages into the computer, Retrieve messages and communicate the content to the guest. Retrieve mail, small packages, and facsimiles for customers as requested. Requires continuous sitting, standing and movement throughout the hotel.
• Using the telephone, verbally arrange and confirm recreation, business and dining activities both inside and outside the hotel. Promptly respond to requests for dentists, doctors, childcare, florists, etc.
• Distribute printed materials such as brochures of local attractions, required extending arms, bending and stooping to reach materials on display racks, in drawers or on shelves.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.
• Communicate with front office staff of special arrangements of guests’ amenities, and tickets from requests.
• Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance coming to his/ her attention so corrective action could be taken when appropriate.
• Inspect VIP rooms.
• Provide safety deposit boxes for guests by escorting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in room order.
• Operate facsimiles machine to send, receive and log incoming transmissions. Notify guests using the message function of the computer of incoming faxes.
• Use the photocopier to make copies of items as required.
• Escort VIP guests to accommodations.
• Handle cash make change and balance as assigned house bank. Perform simple arithmetic functions using a calculator.
• Other duties as assigned by the supervisor such as certain Front Desk GSA or Bell Attendant responsibilities.

PHYSICAL DEMANDS:

• Physical activities include standing, walking, talking, seeing, hearing, bending, stooping, kneeling, crouching, reaching, feeling, handling, grasping, carrying and lifting.
• Must have the ability to lift and carry objects weighing 50 pounds.
• May require standing for long periods of time.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.

SPECIAL SKILLS REQUIRED:

• The individual must possess the following job knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical and calculator skills to prepare mathematical calculations without error, e.g., purchasing tickets for guests.
• Ability to listen effectively, to speak and write English clearly.
• Ability to stand, walk and or sit and continuously perform essential job functions.
• Hearing and visual ability to observe and detect signs of emergency situations.

EDUCATION REQUIRED:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.

EXPERIENCE REQUIRED:

Prior customer service required. Prior Front Desk or other hospitality experience preferred.

LICENSES OR CERTIFICATES:

No special licenses are required. Membership in local concierge association, CPR certification and/or First Aid training preferred.

SALARY:
$27.12 - $29.12
For more information about the property, please visit: https://www.langhamhotels.com/en/the-langham/los-angeles/