Concierge

Answer incoming calls promptly and professionally, following brand standards. Assist guests with room reservations, service requests, and general inquiries. Coordinate with internal departments to fulfill guest needs efficiently. Provide accurate information about hotel services, amenities, and local attractions. Handle guest complaints or concerns with empathy and escalate when necessary. Maintain detailed records of calls, requests, and follow-ups. Process wake-up calls, room service orders, and special arrangements. Ensure qualitative Forbes Five Star standards are delivered. Ensure confidentiality and security of guest information. Support front desk operations during peak hours or special events. Stay updated on property policies, promotions, and procedures. Previous experience in a call center or customer service role preferred. Strong verbal communication and listening skills. Ability to multitask and work in a fast-paced environment. Proficiency in Microsoft Office and property management systems. Fluency in English; additional languages are a plus. Professional phone etiquette and customer-focused attitude. Shift-based schedule including weekends, holidays, and evenings. Primarily desk-based with extended periods of phone use. Prior experience and training with Forbes Travel Guide standards required.