Concierge

The Faena Culture

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

The Concierge provides information to guest inquiries and coordinates all guest requests for special arrangements or services, courteously and efficiently. Attends to immediate needs of all guest’s pre-arrival, throughout stay, and post-stay.  Acts as a reservation liaison for all Food and Beverage outlets. 

Duties And Responsibilities 

• Takes transportation reservations for guests; including, but not limited to, taxis, car rentals, town cars, tour busses, etc.
• Promotes hotel outlets including restaurants, bars, the spa, and the theater.
• Makes entertainment reservations for guests; including, but not limited to, restaurants, local activities, concerts, golf, shows etc.
• Sends out FedEx packages for guests.
• Gives information to guests regarding the Hotel, the city of Miami, and surrounding areas.
• Performs special guest requests; including, but not limited to, researching an inquiry, running an errand, etc.
• Puts together requests for amenities and celebration packages

• Maintains complete knowledge of:

1. All Resort guests.
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.special requests or preferences, itinerary, etc.

• Welcomes guests in a warm and enthusiastic manner always using the guest’s name.
• Gathers, summarizes, and advises guests about the hotel and the Miami area.
• Stays current on local events, attractions, and happenings in Miami.
• Anticipates guest requests and requirements in order to satisfy them efficiently and promptly.
• Researches and coordinates arrangements for guests’ special requests.
• Responds to guest requests in under 24 hours and always follow up to ensure satisfaction. Communications must be professional, clear, and concise. Correspondence will be in person, over the phone, or through email.
• Monitors guest requests through Alice and ensures completion.

Qualifications

• Previous experience as a concierge in a luxury hotel environment preferred.  Front Office/ Customer related experience required with high end clientele. 
• Must possess a professional presentation.
• Must possess outstanding guest services skills and sophisticated verbal & written communication skills.
• Strong computer skills including all Microsoft Window applications.
• Displays a high level of professional integrity and ethical conduct. 
• Ability to multitask and use time efficiently and effectively.
• Maintains calmness and composure under high levels of pressure. 
• Adapts to frequent change, fast-paced environment, delays, or unexpected events.
• Pays close attention to details.