Night Concierge

**Job Number** 24162402
**Job Category** Rooms & Guest Services Operations
**Location** The St. Regis Rome, Via Vittorio E. Orlando, 3, Rome, Città Metropolitana di Roma, Italy VIEW ON MAP
**Schedule** Full-Time
**Located Remotely?** N
**Relocation?** N
**Position Type** Non-Management

At The St. Regis Rome we are looking for a Night Concierge, absences replacement contract.

Reporting to the Head Concierge, the role will be part of the Front Office team, proud to engage our guests and to create exquisite moments.

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Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Review shift logs/daily memo books and document pertinent information in logbooks.

Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Perform other reasonable job duties as requested by Supervisors

**CRITICAL TASKS**

**Safety and Security**
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Maintain awareness of undesirable persons on property premises.

**Policies and Procedures**
- Protect the privacy and security of guests and coworkers.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.

**Guest Relations**
- Thank guests with genuine appreciation and provide a fond farewell.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Address guests' service needs in a professional, positive, and timely manner.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
- Assist other employees to ensure proper coverage and prompt guest service.

**Communication**
- Speak to guests and co-workers using clear, appropriate and professional language.
- English and Italian language proficiency.
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- Talk with and listen to other employees to effectively exchange information.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

**Working with Others**
- Support all co-workers and treat them with di