Concierge - Regent Santa Monica Beach Ouverture 2024

About Us:

Regent Santa Monica Beach—an IHG Hotels & Resorts (IHG) property—lands in Santa Monica in 2024 as the first destination in the Americas. The resort will set a new standard for modern upper luxury. 

Located steps from the famed Santa Monica Pier, the resort will celebrate the beauty of unexpected harmony through contrasts, delivering inspired stays through a blend of serenity and a touch of decadence. The resort will feature sumptuous rooms and suites, along with a stunning beachfront pool deck, a destination spa, and a wellness center. Additionally, Regent Santa Monica Beach will welcome guests for unforgettable epicurean experiences, including a restaurant concept created in collaboration with an acclaimed celebrity chef as well as a high-end artisanal marketplace.

Job Summary:

As the face of our resort, the Concierge plays a vital role in enhancing guests' experiences by offering impeccable service and personalized assistance throughout their stay. The successful candidate will possess exceptional communication skills, a deep knowledge of the local area, and a passion for delivering exceptional guest service. 

A little bit about your day:

Reporting to the Chef Concierge, every day is different, but you will mostly:

• Promote Regent’s service philosophy and style through our people attributes. 
• Attend daily shift briefing at the start of your shift.
• Complete the Concierge checklist during your shift and notify the Chef Concierge of any discrepancies or challenges.
• Provide a warm and genuine welcome to guests, creating a positive first impression and setting the tone for the guest's journey. 
• Act as a personal concierge, assisting guests with reservations, booking activities, arranging transportation, and providing recommendations for local attractions, dining, and entertainment options.
• Develop and maintain relationships with local vendors, ensuring access to exclusive experiences and offering tailored recommendations to meet guests' preferences. 
• Coordinate and facilitate special requests, such as arranging surprise celebrations, organizing private tours, or obtaining hard-to-get event tickets.
• Respond to guests' inquiries promptly and accurately, striving to exceed their expectations in every interaction. 
• Maintain an up-to-date knowledge of resort facilities, services, and promotions, effectively communicating this information to guests and encouraging their utilization. 
• Coordinate with various resort departments to ensure that guest requests and preferences are fulfilled promptly and accurately. 
• Collaborate with the Guest Experience team to enhance the guest journey, ensuring smooth processes and offering personalized amenities and surprises.
• Accurately update the Opera and KYC system for arrivals, departures, preferences, profile notes, traces, and alerts to ensure up-to-date guest information.
• Enter all guest requests and complaints in the KYC system and follow up accordingly.   
• Respond to and resolve guest complaints or concerns, escalating issues to the Chef Concierge if necessary and following up to ensure complete guest satisfaction. 
• Handle any special requests or arrangements, such as arranging floral deliveries, special occasion celebrations, or personalized amenities for VIPs.
• Maintain a comprehensive database of guest preferences in KYC, ensuring that individualized service is provided during each visit and fostering a sense of loyalty from guests. 
• Stay updated on the latest local events, attractions, and happenings, facilitating access to desirable tickets and making arrangements as requested by guests. 
• Act as a liaison between guests and the resort staff, promoting effective communication and collaboration to ensure the smooth operation of guest services.
• Collaborate with management to maintain service standards aligned with Forbes Five-Star Standards.

What We need from you:

• Active Les Clefs d'Or Concierge is preferred.
• Active membership in Los Angeles Concierge Association is preferred.
• Significant experience in a hotel Lobby Concierge role within a luxury property, with a proven track record of providing exceptional service.
• A high school diploma or equivalent is required; additional certification in hospitality management or a related field is preferred. 
• Exceptional interpersonal and communication skills, with the ability to interact effortlessly with high-profile guests.
• In-depth local knowledge and a passion for staying updated on current trends and attractions.
• Strong local area knowledge, including attractions, restaurants, entertainment venues, and transportation options.
• Exceptional problem-solving skills and the ability to think quickly and effectively under pressure. 
• Strong attention to detail and organizational skills, with the ability to multitask and prioritize. 
• Proficiency in using property management systems, guest service software, and other relevant technology. 
• Ability to work independently and collaboratively within a team. 
• Flexibility to work irregular hours, including nights, weekends, and holidays as required.
• Must maintain a high level of personal grooming and hygiene and adhere to the resort's dress code.

What you can expect from us: 

The hourly pay range for this role is $30.00 to $33.00. This range is only applicable for jobs to be performed at Regent Santa Monica Beach. This is the lowest to highest pay scale we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. A colleague’s pay position within the pay range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

Join us and you’ll become part of the global IHG family – and like all families, all our individual colleagues share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve.

In return we'll give you a competitive financial and benefits package which may include healthcare support, dental, vision, disability and life insurance support, and a matching 401k plan. Hotel discounts worldwide are available as well as access to a wide variety of discount programs and the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

IHG is an equal opportunity employer: Minorities / Females / Veterans / Disabled.