Concierge

About Us

The Jay, Autograph Collection is where new-age San Franciscans gather, find inspiration, and celebrate our city. With a quiet but blossoming and vibrant location in the heart of the Embarcadero and adjacent to Jackson Square, The Jay, completely renovated, is an ode to classic San Francisco; peppered with bits of nostalgia, but led mostly by its modern structure and sophisticated style. The design and offerings of the hotel are inspired by the makers and innovators who made San Francisco great. It is a true celebration of those who shaped San Francisco. The word “Jay” in Latin means “to celebrate”, hence the name, The Jay. Our goal is to delight our guests with the element of discovery and authentic connection to the city, its neighborhoods and residents. We are seeking associates who enjoy exceeding guest expectations and strive to deliver a professional and approachable level of service as a “friend-in-the-know” when it comes to engaging our luxury lifestyle guests. We offer competitive benefits for all associates including a comprehensive medical plan, free employee meal per shift, discounted public transportation, all associate outings, and more. An opportunity to help this rebranding and transition into Marriott’s Autograph Collection portfolio, a completely renovated and redesigned luxury destination, creating the newest jewel of San Francisco’s Embarcadero/Jackson Square/FiDi neighborhood. Oh, and we have fun, work hard and laugh a lot. This is an exciting time in the hotel’s history – you should be part of it!

Overview

As a Concierge at The Jay, you will be responsible for ensuring exceptional guest experiences by providing personalized assistance and recommendations to guests during their stay. Your role will involve anticipating guests' needs, offering expert advice on local attractions, dining, and entertainment options, and facilitating various services to enhance their stay in San Francisco.

Responsibilities

• Greet customers immediately with a friendly and sincere use a positive and clear speaking voice, listen to and understand requests, and respond with appropriate action.
• Answer questions regarding and/or make reservations for dining, entertainment, sports events, recreation, tours, health and beauty, childcare, transportation, cultural activities, shopping, and other services as requested by guests.
• Offer personalized recommendations and assistance to guests regarding local attractions, restaurants, events, and transportation options.
• Provide accurate information about hotel facilities, outlet hours, amenities, local attractions and dining options, entertainment, and other services.
• Handle guest inquiries, requests, and complaints promptly and professionally, striving for swift resolution.
• Maintain up-to-date knowledge of local events, attractions, dining options, festivals, and cultural activities to offer relevant suggestions to guests.
• Suggest and coordinate special arrangements for guests, such as flower deliveries, special occasion celebrations, or other unique experiences.
• A working knowledge of "ALICE" or other Concierge programs.
• Handling car services for guests.
• Coordinating in-house amenities for special occasions, such as birthdays and anniversaries.
• Collaborate with other Hotel departments to ensure seamless guest experiences, including coordinating with housekeeping, front desk, and restaurant staff.
• Always uphold the Hotel’s standards of excellence in customer service and hospitality.
• Serve food, wine, water and gift bags during Hotel-organized activations, programs, or hotel initiatives.
• Undergo cross-training in Front Desk/Guest Service, Service Express, and Doorman classifications, and assist these teams with performance of their responsibilities as needed, when not otherwise engaged with guests.
• Ability to work dynamically throughout the Hotel, carrying a tablet, and spending time both in the reception area and at the Hotel entrance located on a lower floor.
• Review service requests and all Marriott Elite arrivals via Guest Planning Screen.
• Responsible for checking guests in and out of the Hotel.
• Compute bills, collect payment and make changes for guests.
• Receive letters, packages, etc. and distribute them to guests.
• Answer and forward phone calls.
• Help to monitor lobby and porte-cochere foot traffic.
• Assist guests with luggage, transportation, and any other requests or concerns they may have.
• Maintain a clean and organized front desk area, including the lobby, reception desk, and surrounding areas.
• Manage and prioritize tasks, such as accepting and delivering messages, arranging wake-up calls, and handling mail and packages.
• Be knowledgeable on room service menu options and work and communicate any room service orders to the F&B department.
• Follow all Autograph Collection guidelines and Marriott standards and procedures.
• Perform any other job-related duties as assigned.

Qualifications

Education and Experience

• High School Diploma or equivalent required, and college degree.
• One year experience in a public contact/service.
• Luxury Hotel Experience preferred.

Knowledge, Skills and Abilities

• Strong knowledge of San Francisco's attractions, restaurants, and cultural offerings.
• Previous experience in a similar role within the hospitality industry is preferred.
• Excellent communication and interpersonal skills.
• Passion for luxury hospitality, the city of San Francisco, and exceptional guest service.
• Ability to establish and maintain effective working relationships with guests.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'You Decide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.