Front Desk Concierge

Position Summary:

Embark on a dynamic journey as Concierge at FORTH Atlanta, where your passion for crafting unforgettable experiences and deep local expertise will be the cornerstone of elevated service. As both a trusted resource and a gracious host, you will anticipate needs, deliver thoughtful solutions, and curate bespoke itineraries that reflect each guest’s unique preferences. You will hold regular office hours at the designated concierge desk and maintain a strong lobby presence, acting as a reliable point of contact for guest inquiries and service coordination. With a warm, intuitive approach and special attention to high-profile clientele, you will play a central role in ensuring seamless communication across departments and consistently exceptional guest satisfaction. This role also includes select supportive responsibilities, such as modeling concierge service standards and guiding fellow team members in guest engagement.

Key Responsibilities

Guest Engagement & Personalized Service

• Greet all guests with warmth and confidence, always using their names and creating a welcoming first impression.
• Maintain a consistent presence at the designated concierge desk during scheduled hours, serving as a visible and reliable resource for all guests.
• Provide hands-on assistance throughout each phase of the guest journey, including pre-arrival communications, in-stay requests, and post-departure follow-up.
• Proactively anticipate guest needs, respond promptly to requests while on shift, and ensure professional follow-up.
• Maintain poise and clarity across all channels—phone, in-person, and email— ensuring communication is always polished and precise.

Transportation & Logistics

• Arrange and confirm transportation for guests, including taxis, luxury town cars, rental cars, tour buses, and shuttle services.
• Provide detailed directions and coordinate timely arrivals and pickups for guest travel.
• Assist with guest package handling.

Itinerary Creation & Entertainment Booking

• Recommend and promote hotel outlets such as restaurants, the rooftop bar, spa, and partner experiences.
• Design personalized itineraries based on guest interests, including dining, cultural events, live music, museums, sporting games, and seasonal happenings.
• Secure reservations for restaurants, theater performances, spa treatments, fitness classes, and other experiences.
• Organize and execute special guest requests including celebration packages, surprise amenities, and spa or beauty appointments.

Group Coordination & VIP Liaison

• Attend weekly group and events meetings to remain informed of all upcoming group arrivals, in-house happenings, and VIP profiles.
• Act as a liaison for high-profile guests, including corporate executives, celebrities, influencers, and production crews, ensuring seamless and discreet service tailored to their expectations.
• Maintain professionalism, confidentiality, and responsiveness in all VIP guest interactions.

Guest Communication & Awareness

• Draft and distribute polished informational messages for in-house and upcoming guests regarding restaurant closures, local events that may affect travel to the hotel, or any maintenance work that could impact the guest experience.
• Ensure timely and proactive communication is shared with the front office team to support consistent messaging.

Knowledge Management & Property Expertise

• Maintain complete knowledge of:
• Daily activities, outlet hours, and guest-facing events
• In-house groups and VIP preferences/aliases
• Internal extension numbers and radio assignments
• Special request statuses
• Features and services provided throughout the property
• Stay current on Atlanta’s restaurants, exhibitions, nightlife, events, and recreational options, as well as surrounding regional highlights.
• Maintain and update databases or internal resources related to vendors, experiences, and guest feedback.

Guest Request Oversight & System Use

• Monitor all requests through ALICE and ensure timely follow-through by collaborating with relevant departments.
• Track and complete guest-facing tasks such as sourcing specialty items, arranging services, or providing service recovery while on shift.
• Keep an eye on patterns in guest requests or common questions to support team-wide knowledge and identify service opportunities.
• Update guest profiles as needed in Opera Cloud with preferences / opportunities / requests.

Support Presence

• Provide informal support to new team members by sharing local knowledge, concierge standards, and modeling service excellence.
• Serve as a steady resource to the Front Office team during peak hours or lobby coverage, supporting the flow of information and guest service.
• Uphold the luxury tone and brand voice of FORTH Atlanta in all interactions.

Qualifications

• Minimum two years of experience in a luxury hotel or guest services environment, ideally as a Concierge, Guest Experience Agent, or Itinerary Designer.
• Strong familiarity with the Atlanta area’s cultural, culinary, and entertainment landscape.
• Experience working with high-profile clientele with discretion and tact.
• Highly organized, with the ability to multitask, prioritize, and adapt in a fast- paced environment.
• Exceptional communication skills with a poised and professional demeanor.
• Proficiency in Opera Cloud or comparable PMS, ALICE, Microsoft Office, and restaurant booking platforms.
• Flexible availability including evenings, weekends, and holidays.

Preferred Skills

• Experience serving high-profile clientele and coordinating VIP arrangements.
• Creativity in crafting itineraries, celebrations, and special guest moments.
• Ability to anticipate unspoken needs and think three steps ahead in service delivery.
• Proven skill in interacting effectively and professionally with a wide range of guests and colleagues.

Method Co., along with its affiliates, is an e qual opportunity employer and is committed to an inclusive workplace free from unlawful discrimination based on race, color, ancestry, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, gender identity or any other protected characteristic under federal, state or local law. We believe in diversity and encourage any qualified individual to apply.

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.