Concierge – Kona Village | Rose Wood

December 12, 2023

Job Description

Provide exceptional service to guests by coordinating all guest requests for special arrangements or services.  Serves as ambassador for Kona Village Rosewood.  Serves as information center for all guest questions and requests and educates the guest on hotel services and offerings. Informing guests of hotel services, features, and room amenities.  Attends to immediate needs of SAGs upon arrival and follow up throughout stay.
The following are specific responsibilities and contributions critical to the successful performance of the position:
  • Extensive knowledge of the Big Island.
  • Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
  • Ensure that standards are maintained at a superior level on a daily basis.
  • Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended
  • Anticipate guests’ needs, respond promptly and acknowledge all guests.
  • Maintain positive guest relations.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
  • Maintain complete knowledge of:
  • all hotel features/services, hours of operation.
  • all hotel restaurant food concepts, menu price range, dress code and ambiance.
  • all hotel room types, numbers/names, layout, appointments, amenities and locations.
  • all hotel room special packages and promotions.
  • daily house count and expected arrivals/departures (particularly SAGs).
  • scheduled daily group activities, names and location of meeting/banquet rooms.
  • local events, attractions, holiday schedules.
  • Obtain department keys and beeper; ensure security of such.
  • Meet with Supervisor/departing Concierge to review business status and follow up actions.
  • Access all functions of computer system in accordance with departmental specifications.
  • Set up workstation with necessary supplies; maintain cleanliness throughout shift.
  • Maintain appropriate par levels of supplies/materials needed for Concierge Desk.
  • Maintain updated resource materials on all vendors and information to accommodate guest requests.
  • Attend Rosewood Daily Review meeting.  Review guest arrivals and ensure all requests are scheduled/addressed.
  • Answer department telephone within 3 rings using correct salutations and telephone etiquette.
  • Accommodate all guest requests expediently and courteously.  Follow up with designated hotel personnel to ensure completion of request.
  • Coordinate guest requests with designated vendors which may include:
    • Room accommodations
    • Airline reservations, changes, cancellations
    • Transportation from hotel to airport and return
    • Car rentals
    • Charter flights/rentals
    • Babysitting services
    • Banking/financial services
    • Business center services/fax or telex services/mailing and delivery services
    • Interpretation services
    • Notary services
    • Restaurant reservations
    • Dry cleaning, laundry, alterations, repairs
    • Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities
    • Formal wear rentals
    • Floral arrangements
    • Personal shopping services 
    • Pet services
    • Salon appointments
    • Shoe shines
    • Shopping services
    • Movie/theater/attraction tickets
    • Sightseeing tours
    • Medical services
    • Religious services
  • Legibly document all pertinent information in guest request log(s).  Monitor and update logbook(s) throughout the shift.
  • Place orders for amenities and coordinate delivery of amenities to designated guest rooms.
  • Legibly complete confirmation cards and deliver to guest upon completion of each arrangement coordinated for guest.
  • Relay accurate directions to guests’ desired destination within local area and distribute maps with highlighted routes.
  • Compile weekly Events Sheet detailing special activities and events within the local area; distribute to all departments.
  • Assist guests in locating and retrieving lost luggage.
  • Distribute all guest and departmental mail.
  • Monitor, send and deliver guest faxes.
  • Manage all spa treatment requests for guests – scheduling, assigning of therapists, confirming with guests and follow-up to ensure satisfaction.
  • Contact guests prior to arrival to ascertain any special needs. Follow up on any guest requests.
  • Ensure all services (transportation, flowers, spa treatments, etc.) are charged to guest’s folio.  Research any pending/outstanding issues. 
  • Network with local venues, restaurants and service companies to ensure guests receive exceptional service
  • All other duties as required.
  • This list of essential functions is not exhaustive and may be supplemented as necessary.
  • Minimum five years’ experience in a similar capacity for a luxury or ultra-luxury hotel.
  • Experience and working knowledge of Opera, KnowCross, and Alice….  Foreign language skills a plus.

General Skills :

  • Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
Technical Skills:
  • Detailed knowledge of area airports, restaurants, theaters, shopping, entertainment venues, directions 
  • Exceptional guest relations skills
  • Multi-tasking skills
  • Exceptional organization skills
  • Computer proficiency
  • Effective communication skills
  • Ability to remain calm and collected in pressure situations
  • Excellent problem-solving skills
  • Strong negotiation skills
  • Excellent networking skills
  • Flexible and accommodating
  • Ability to creatively think on one’s feet
  • Ability to stand for prolonged periods
  • Ability to escort guests as needed
  • Must have developed language skills to the point to be able to read and understand instructions, safety rules, etc.
Education or Certification:
High school diploma; hospitality degree a plus.
Required to speak, read and write English, with fluency in other languages preferred.
Physical Requirements:

Must be able to endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, lift up to 50 pounds, and satisfactorily communicate with guests and co-workers to their understanding.