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Guest Experience Concierge New York, NY Who We Are We’re not your average hotel. We’re a place where design, culture, and genuine human connection come together. Our guests don’t just sleep here; they experience it here. And the person who sets that tone from the very first hello? That’s you. The Role You’re the heartbeat of our lobby - part host, part problem-solver, part local expert. This isn’t a “check them in, hand them a key card” kind of role. You’re our guests’ go to from the moment they arrive to the moment they leave. What You’ll Do *Guest Experience & Arrival* Every check-in and check-out should feel like a conversation, not a transaction. You read the room, match the energy, and make every guest feel like the only one in it. • Welcome and check in guests with warmth and efficiency, • Anticipate needs and personalize every interaction, • Handle departures so guests leave feeling as good as when they arrived, • Maintain accurate guest profiles so return visits feel personal, • Verify and authenticate the guests IDs *Concierge & Local Expertise* Guests can Google. They come to you for what Google doesn’t know. You’re plugged into the city and the new openings, the right contacts, the spots worth the wait. • Recommendations for dining, nightlife, arts, and sites to see, • Build and maintain relationships with local venues and businesses, • Field and fulfill concierge requests with resourcefulness and follow-through *Reservations & Stay Management* Own the details so guests never have to. From booking to billing, you keep everything accurate, clear, and handled with care. • Manage bookings, modifications, and special requests through the Guesty PMS, • Communicate cancellation, refund, and early departures and follow SOPs, • Escalate adjustments and refunds, to management when needed, • Keep shift reports and logs current and thorough *Fire, Life Safety & Emergency Readiness* This isn’t a secondary duty, it’s a core part of who we need you to be. You are the designated safety authority on property during your shift, and we take that responsibility seriously. • Hold active FDNY Fire Safety Director (FSD) or Fire Life Safety Director (FLSD) certifications required at time of hire, no exceptions, • Serve as designated Fire Safety Director on all assigned shifts per NYC Local Law and FDNY requirements, • Oversee the fire command station and maintain all required logs, • Lead emergency response with calm authority when needed, • Hold a current First Aid certification (we can provide this if needed) What You Bring • A genuine love for people and for New York City, • 1–2 years of front desk, concierge, or guest-facing hospitality experience; luxury or lifestyle hotel background a strong plus, • A cool head, a warm personality, and an instinct for when to go off-script, • Flexible availability: evenings, weekends, and holidays are part of the rhythm here Why You’ll Love It Here This is a place where your personality is an asset, your creativity is welcomed, and your growth is taken seriously. You’ll be part of a team that genuinely cares about the guests, about the craft, and about each other.