Cuthbert House LLC is seeking an enthusiastic Luxury Concierge Guest Specialist to join our dynamic and award-winning team. In this role, you will be the face of our luxury service, ensuring that our guests experience the highest level of hospitality and personalized attention. As a Luxury Concierge Guest Specialist, you will play a pivotal role in creating memorable experiences for our clientele by arranging personalized services and event and activity reservations. You'll engage with clients to anticipate their needs and deliver customized solutions that reflect their preferences and desires. The position requires a deep understanding of luxury services and the ability to build lasting relationships with guests, offering guidance and support throughout their stay. Your excellent communication skills and keen attention to detail will ensure that every interaction is seamless and enjoyable. The ideal candidate is proactive, resourceful, and always ready to go the extra mile to exceed guest expectations. If you are passionate about luxury service and have a knack for problem-solving, we invite you to join us and continue our excellent reputation for exceptional guest services at Cuthbert House LLC.

Essential Functions and Responsibilities of the job include, but are not limited to:

• Serve as the primary point of contact for guests, providing a warm, genuine welcome and introduction to the Inn.

• Answer telephone and emails to make hotel and activity reservations, take deposits, and answer inquiries.
• Pre-call upcoming guests to make hotel and activity reservations.
• Use proper telephone and email etiquette. Must be sales-minded. Present options and alternatives, use suggestive selling techniques to promote other services, and offer assistance in making choices.
• Know how to use the front office computer, reservation software, and equipment.
• Know room locations, types of rooms available, room rates, activities, services, and property amenities.
• Read reservation notes and accommodate VIPs and special requests before guests arrive.
• Perform room checks upon guest departures to check for left items, add purchased items to guests' accounts, and send the final guest statement.
• Perform quality assurance checks, prepare handwritten notes, and set up room amenities before arrival.
• Take final payment and register guests upon check-in. Confirm that all information in our system is correct. Communicate property policies, give property tours, and escort guests to their rooms.
• Set up, service, and break down for Breakfast and/or social hour.
• Maintain the cleanliness and neatness of the front desk and all common areas.
• Replenish amenities and water station.
• Follow proper opening and closing procedures.
• Take thorough notes and communicate clearly to SHIFT CHANGE with arriving staff members. Strive to set your coworkers up for a successful shift.
• Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures. Perform cashiering tasks, including bill/invoice settlement, posting charges, following up with the Operations Manager on disputes, and sending final statements via email.
• Know the policies and procedures for deposits, activity bookings, cancellations, pets, extra guests, etc.
• Coordinate room status updates with the Housekeeping department by notifying housekeeping of all checkouts, late checkouts, early check-ins, and special requests.
• Communicate all Food & Beverage requests and orders with the Chef by running reports, notifying of all allergies, preferences, or special requests and purchases.
• Coordinate requests with Operations Manager for maintenance and repair work for all guest rooms and guest areas in the NOTEBOOK.
• Review the notes and communications in the NOTEBOOK daily. Be aware of daily activities, special events, weddings, and hotel groups.
• Report any complaints, unusual occurrences, or requests to the Operations Manager.
• Know all safety and emergency procedures and accident prevention policies.
• Understand that business demands sometimes make moving employees from their accustomed shifts to other shifts necessary.
• Attend department meetings.

Requirements

• Proven experience in luxury hospitality or concierge services.
• Exceptional customer service and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Excellent communication skills, both verbal and written.
• Familiarity with luxury brands and high-end services is preferred.
• Flexibility to work various shifts, including evenings, weekends, and holidays.

Benefits

Flexible hours and days

Hourly Rates start from $15-$17 based on experience

Beautiful work location

Luxury setting

Extra special event serving shifts available if wanted