Night Concierge

Description

Job Summary: Responsible for managing check-in/out, delivering personalized service, and ensuring high-quality standards with agility and excellent attitude. Key Highlights: 1. Customer service and efficient check-in/out management. 2. Guest assistance and problem resolution. 3. Interdepartmental coordination and effective communication. **Job Description:** Responsible for greeting and bidding farewell to guests, efficiently managing the check-in process in accordance with hotel policies. Provides personalized service by delivering clear information about the benefits of the stay and ensuring high-quality standards. Must be agile, solution-oriented, responsible, capable of team supervision, possess an outstanding service attitude, and have strong communication skills to address and resolve any request within their area. **Responsibilities:** **Customer Service** * **Guest Reception and Registration:** * Welcome late-arriving guests. * Perform late check-in. * Process guest check-outs. * **Guest Assistance and Service:** * Provide information about the hotel, its services, and local attractions. * Assist with special requests—such as restaurant reservations or transportation—when guests contact during the shift. * Handle urgent phone calls and emails requiring attention the following day. * Fulfill guest requests: extra pillows, towels, water, ice, etc. **Security and Maintenance** * **Basic Maintenance:** * Report maintenance issues to the AM Concierge and ensure timely resolution. * Perform minor maintenance tasks as needed, supported by the security team (e.g., replacing a light bulb). **Coordination and Communication** * **Coordination with Other Departments:** * Communicate requests and issues to relevant departments (maintenance, housekeeping, security, etc.). * Inform the day-shift staff of any relevant situations requiring follow-up during the AM shift. * **Complaint Management:** * Resolve guest complaints and issues efficiently and professionally. * Escalate more complex situations to the manager, ensuring guest comfort while awaiting same-day resolution. **Qualifications:** * High school diploma, technical degree, or bachelor’s degree in hospitality or related field; additional training in hospitality is a plus. * Minimum age 23 years, gender-neutral, minimum 2 years’ experience in front desk operations and at least 1 year as a Concierge in boutique hotels preferred. * Must have resided in Tulum for at least 1 year. * In-depth knowledge of the city. * Flexible availability for shift work. * Strong interpersonal skills, leadership ability, and proactive mindset. * Prior experience in hospitality, hotel operations, or customer service is preferred. * Excellent communication and interpersonal skills. * Strong organizational skills and ability to multitask. * Proficiency in computer systems and reservation software. * Knowledge of local attractions, restaurants, and services. * Problem-solving skills and a customer-centric mindset. * Professional appearance and a friendly, welcoming attitude. Salary: $15,000.00 – $18,000.00 per month Benefits: * Transportation allowance or service * Free parking * Employee referral program * Staff meal service Workplace: On-site employment