Area Group and Events Concierge - Holiday Inn/Crowne Plaza Crystal City

B. F. Saul Company Hospitality Group is a subsidiary of the largest private real estate company in the Washington, D.C. area, and has been in operation for over 130 years. The Hospitality Group operates a portfolio of more than 20 business class hotels with top brands from Intercontinental Hotel Groups, Marriott International, Hilton, and Best Western Hotels: along with The Watermark Hotel, The Hay-Adams Hotel, and Perch Putt. These properties are operated by a team of more than 1,000 enthusiastic hospitality professionals!

This position is responsible for supporting the hotel's rooms and catering sales efforts. Focus on championing customer and owner objectives in support of Our Quality Pledge and Standards of Service, the hotel's and the company's Mission Statement is of paramount importance. This position requires support of the direct sales effort. This is a position requiring direct customer focus and ability to support the selling of our products and services to a wide range of market segments. This position is also responsible for supporting client/corporate accounts.

Responsibilities::
The Group & Meeting Concierge is responsible for, but not limited to the following duties and activities:

• Provides consistent support at each stage of the “guest journey” (Pre-Arrival, Arrival, In-Room, Meeting/Event, Departure/Follow up)

• Serves as the main point of contact for meeting planners.

• Conducts daily event walk‑throughs.

• Supports revenue optimization and guest satisfaction.

• Communicates client specifications to all department heads to promote proper implementation of client specifications.

• Follow up with clients after functions and network re-booking of any events for future business.

• Inspect assigned functions prior to event to verify they adhere to all client specifications.

• Supports the company’s service and relationship strategy, driving customer loyalty by delivering service excellence throughout each customer experience.

• Executes and supports the company’s customer service standards.

• Provides excellent customer service consistent with the daily service basics of the company.

• Performs other duties, as assigned, to meet business needs

Providing Exceptional Customer Service

• Accountable for customer loyalty and property’s brand standards by delivering service excellence throughout each customer experience.

• Services our customers to grow share of the account.

• Provides excellent customer service consistent with the daily service basics of the brand.

• Executes exemplary customer service to drive customer satisfaction and loyalty by assisting the customer and verifying their satisfaction before and during their program/event.

• Sets a positive example for guest relations.

• Serves the customer by understanding their needs and recommending the appropriate features and services that best meet their needs and exceed their expectations, while building a relationship and loyalty to the company.

• Handles guest complaints and disputes following the instant pacification procedures.

Qualifications::
• Excellent oral and written communication skills.

• Demonstrates independent problem-solving skills and identify process improvements needed.

• Strong knowledge of Microsoft Office and Excel.

• Strong work ethic and professional focus; High level of integrity and discretion.

• Ability to work extended hours based on business needs, with physically demanding responsibilities such as walking, standing, carrying, and lifting throughout the extended shift. Ability to push, pull, and lift up to 20 pounds on occasional basis.

Education & Experience:

• High school diploma or GED; 3 years’ experience in the sales and marketing, guest services, front desk, or related professional area.

OR

• Bachelor’s degree from an accredited university in Business Administration, Marketing, Hotel and Restaurant Management, or related major; 1 year experience in the sales and marketing, guest services, or related professional area.

Preferred

• 4-year college degree; previous experience in proactive lead generation in hospitality and sales discipline; knowledge of property-specific business segments (e.g. group, catering, transient); knowledge of the hospitality industry.

B. F. Saul Company Hospitality Group is proud to be an equal opportunity workplace dedicated to pursuing and hiring diverse professionals.

Equal Opportunity Employer/Veterans/Disabled