New York Palace

JOB RESPONSIBILITIES:

• To provide a high level of hospitality and a comprehensive information and reservations service to guests and visitors to the hotel
• Welcome guests in a professional, courteous manner to ensure guests are immediately settled into a warm, hospitable atmosphere so they feel at home
• Recognise and greet all VIPs, regular guests and visitors
• Answer all calls in a courteous friendly manner, within 3 rings
• Identify guest specific needs & requirements and handle all arrangements discreetly
• Display thorough knowledge of current NYC transport, facilities & events e.g. place of interest, maps, famous place, transport & restaurants, airline & train timetables
• Coordinate with external agencies, as needed, to fulfil guest requirements
• Handle & make required guest arrangements e.g. make restaurant reservations & theatre bookings; coordinate limousines & car hire, arrange airline & rail tickets
• Bring to the attention of the Duty Manager and/ or Security and persons misbehaving, or improperly dressed
• To deliver concierge service levels to comply with hotel & legislative standards & ensure consistent operational excellence
• Thoroughly understand and follow Hotel performance standards & procedures to enable service excellence
• Actively promote Hotel services & facilities to guests in the Hotel 
• Demonstrate day-day knowledge of wider Hotel Services to provide advice to guests & maximise business growth
• Contribute ideas to improve operational processes & service standards
• To act as a team player & provide effective day to day communication with guests , colleagues & external agencies
• Participate in internal or external training courses
• Maintain a high team focus by showing cooperation & support to colleagues in the pursuit of team goals
• Recognise and maintain good relations with all guests, visitors, other deluxe hotel concierges, airlines, travel houses and suppliers
• Participate in departmental team meetings and daily briefing

JOB QUALIFICATIONS:

• High school diploma and a college degree in hotel or business administration are required
• Clefs d’Or member preferred or plans to obtain status once applicable requirements are met
• Member of NYCAHC preferred
• Fluent written & verbal English is essential
• Additional languages such as Japanese, German, Italian, Spanish and French would be an advantage
• Residence of two years in New York City is preferred
• At least 3 years of prior experience in a similar position in a large luxury hotel operation, NYC preferred
• Some supervisory experience is preferred
• An excellent knowledge of Concierge procedures, International hotels and all aspects of NYC is required
• A responsible, conscientious and positive attitude is sought
• Excellent guest contact skills are essential and, additionally, this person should be capable of dealing with difficult situations that require strength of character and presence of mind
• The ability to effectively communicate with guests’ and employees from all walks of life and of different nationalities
• Hotel or Industry & legislation e.g. Health & Safety, licensing; employment law

E/O/E