Onsite Virtual Concierge

The Colony Palm Beach - Palm Beach, FL

Full-time - Entry Level

Palm Beach, FL

About the position

The Onsite Virtual Concierge at The Colony Palm Beach is responsible for providing exceptional guest services by answering phone calls, emails, and messages, and coordinating guest requests for special arrangements. This role requires anticipating guests' needs and delivering personalized experiences, ensuring a high level of customer satisfaction in a luxury hotel environment.

Responsibilities

• Answer both internal and external phone calls, emails, and Zingles, providing information about the hotel and amenities.
• Coordinate all guest requests for special arrangements or services courteously and efficiently.
• Anticipate guests' needs and provide a unique, personalized experience based on preferences.
• Complete pre-arrival calls to provide information about the hotel and confirm reservations.
• Respond to guest inquiries and requests promptly, ensuring all calls are answered within three rings.
• Assist guests with planning and booking hotel, restaurant, and transportation reservations.
• Maintain complete knowledge of hotel features, amenities, services, and hours of operation.
• Document and handle guest calls and requests for assistance, ensuring a memorable experience.
• Monitor and maintain cleanliness and working condition of departmental equipment and supplies.

Requirements

• High School Diploma or equivalent.
• Previous guest service or hospitality experience, preferably in a luxury hotel/resort.
• Thorough knowledge of hotel services and amenities.
• Availability to work holidays, weekends, and periods of high demand.
• Basic knowledge of the Palm Beach area and ability to recommend experiences.
• Proficient with Microsoft Office Suite and hotel PMS systems.
• Excellent communication skills, both oral and written.
• Ability to multitask, prioritize, and organize work assignments.

Nice-to-haves

• Previous switchboard operator experience.
• Fluent in a secondary language.
• Previous five-star guest service training.

Benefits

• Competitive salary
• Opportunities for professional development
• Employee discounts on hotel services