FT CHIEF CONCIERGE, SLS SOUTH BEACH

Company Description From our dazzling location in the heart of Miami, SLS offers both our staff and our guests a hip, cutting-edge experience in the world of hotels as theater.
We have an exciting job opportunity to join our concierge team as a Chief Concierge located at SLS South Beach, Miami.
JOIN THE SLS FAMILY TODAY! Job Description Job Purpose Under the guidance of the Director of Front Office, the Chief Concierge oversees and leads the Concierge team & VIP Services to ensure excellent guest satisfaction and provide all guests with a successful experience during their stay, by providing information and services in order to both meet and exceed guest needs and expectations.
He/She provides information to guests and coordinates all guests requests for special arrangements or services, courteously and efficiently Attends to immediate needs of guest’s entire stay experience.
Duties & Functions Leads and manages the concierge team, and supports supervisor in the hiring, training, scheduling, and performance management.
Ensures compliance in all established brand standards of professionalism and protocol are being practiced by all Concierge staff.
Provides services that are above and beyond for guest satisfaction.
Effectively communicates with team members to understand guest needs by providing guidance, feedback, and individual coaching when needed.
Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
Serves as a leader in displaying outstanding hospitality skills.
Empowers team members to provide excellent guest service.
Provides immediate assistance to guests as requested.
Interacts with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
Records and reviews guest issues in the guest response tracking system (such as TripAdvisor, ReviewPro, Pulse).
Identify trends for resolution.
Reviews comment cards and guest satisfaction results with team members.
Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
Assists in the facilitation of the training and development of all team members to the company standards.
Effectively communicates with the front office team to ensure a consistent, unique delivery service is being offered to guests at all times.
Performs various administrative tasks assigned by the supervisor.
Oversee the day-to-day operations of the concierge desks, including managing the guest experience (check in/out, luggage assistance, transportation arrangements, and reservations) Maintain complete and most updated knowledge of all hotel offerings, services and hours of operation, all hotel room types/names, layout, all hotel room rates, special packages and promotions, daily arrival & departure lists, scheduled daily group activities, names and location of meeting/banquet rooms, local events, attractions, and holiday schedules.
Establish and maintain relationships with vendors and ensure information and resource materials are current to accommodate guest requests.
Inspects and maintains overall cleanliness and appearance of the Concierge desk.
Perform duties concerning check-in and check-out of guests when volumes warrant.
Complete and issue Concierge staff evaluations upon approval of the supervisor Updates and maintains accurate and up to date profiles and history.
Additional Responsibilities Communicate effectively, both verbally and in writing, to provide clear directions to the venue teams.
Communicate with team members using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for team and other team members.
Interact with other department personnel and venue staff as needed.
Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.
To be aware of and ensure constant compliance with all necessary operational policies including.
Health and Safety Food Hygiene Maintenance Emergency Procedures Liquor Licensing Supportive Functions                                                       In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
Attend mandatory meetings including divisional meetings, staff meetings, etc.
Participate in community events and ensure corporate social responsibility goals of sbe are met.
Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table and any departmental specific systems used.
Keep work area clean and organized.
Ensure confidential documents are kept in a secure area.
Ensure that all department equipment is in proper working condition and that department areas and storerooms are clean.
When disposing of confidential documents that contain any personally identifiable information, they must be shredded or pulverized.
Complete other duties as assigned by the Department Head.
Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.
Ensure compliance with the company’s policies and procedures.
Other Duties Assimilate into company’s culture through understanding, supporting and participating in all company elements.
Demonstrate working knowledge of the service standards.
Regular attendance in conformance with the standards, which may be established by the company from time to time, is essential to the successful performance of this position.
Due to the cyclical nature of the hospitality industry, team members may be required to work varying schedules to reflect the business needs of the property.
Safety Requirements Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety.
The restaurant will provide the required PPE.
Team members will be trained in the proper use and care of any assigned PPE.
It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your manager.
Requires ability to lift large and heavy packages and boxes and the ability to load and unload small and large boxes as needed.
Must have the ability to safely lift a minimum of 50 lbs.
without assistance and to push and pull up to 150 lbs.
with appropriate equipment.
Grooming/Uniforms All team members must maintain a neat, clean, and well-groomed appearance.
Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.
Other Additional language ability preferred.
Qualifications Specific Job Knowledge, Skill, and Ability The individual must possess the following 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.
High School Diploma or equivalent required Four to six or more years of experience in a Concierge role, preferably in an upscale or lifestyle brand hotel.
Two (2) or more years of experience in a leadership role is desired.
An intermediate to proficient understanding of Computer and hotel systems.
Strong leadership and team-building skills, with the ability to motivate and inspire staff.
Knowledge of local attractions, restaurants, and transportation options.
Possess a gracious, friendly, and fun demeanor.
Must show impeccable professional appearance.
Ability to multitask, work in a fast-paced environment and have a high-level attention to detail.
Maintain positive and productive working relationships with other team members and departments.
Ability to work independently and to partner with others to promote an environment of teamwork.
Must be able to stand or walk a minimum of eight-hour shifts.
Must be able to be observant and quick to respond to various situations while also multitasking and handling stressful situations.
Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
Must have excellent communication skills and be able to read, write, speak and understand English.
Must be able to work inside and outside at all times of the year as needed, based upon business volumes.
Additional Information All your information will be kept confidential according to EEO guidelines.