Job Description

Concierge - The Langham, Boston

About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.

The Langham, Boston is one of the city’s most historic hotels and one of the most iconic luxury hotels in the US. You will be working with Front Office team to drive for service excellence and the overall success of The Langham, Boston, by delivering all Forbes, Leading Quality, Brand standards and departmental procedures at all times while in alignment with the culture and values of Langham Hospitality Group.

Key Responsibilities:

• Ensure highest level of guest service by anticipating guest’s needs while maintaining all standards such as Forbes, Langham Brand and Departmental standards
• Communicate and record information acquired in the Concierge department with other departments in a timely manner leading to enhanced guest experience and increased guest loyalty
• Have exceptional knowledge of the city and use it to personalize in assisting requests from each guest
• Provide directions; Make appropriate recommendations and reservations (i.e. restaurants, theater, tours, sporting events) according to guest’s preferences, and record information in the systems (Shiji and ALICE)
• Communicate with the Rooms Division team to follow up and follow through on any pending issue, and leave appropriate records for tracking purposes (i.e. Daily Pass on/Follow up emails, Comments in Shiji/ALICE, etc.)
• Reviews daily events and notes group and VIP arrivals, meeting schedules and locations at the beginning of each shift
• Respond to guest requests in a timely fashion delivering outstanding guest service while recording/communicating the information
• Post all applicable charges in a timely manner with required backup paperwork (i.e. Limos, flowers, Porterage, gift deliveries, etc.)
• Record handling of all packages (i.e. FedEx, UPS), requests (Restaurants, Limousine, Newspapers, Shoes, Gifts, etc.) and any situations in appropriate systems such as Shiji, Hotsos and ALICE
• Maintain logs and directories for department use. (I.e. auto/limousine rentals, departmental accounting, etc.) and Prepare departmental payment for services rendered
• Report any discrepancies and potential issues to supervisor/manager
• Cover Bellman’s breaks and assist colleagues in the lobby area to ensure presence in the lobby at all times
• Member of Les Clefs d’Or a plus
• Additional task assigned by management.

Qualifications:

• Previous guest service experience in a luxury hotel or luxury brand strongly preferred
• Previous experience in five star standards preferred
• College degree preferred
• Proficiency in two or more languages both written and spoken preferred
• CPR certification a plus
• Legally authorized to work in the United States

For more information about the property, please visit:

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