Experience Concierge

Kessler Hospitality’s portfolio of artistically inspired boutique hotels boasts unique design, luxurious accommodations, enriching ambiance, and intuitive service. With properties in Alabama, Colorado, Georgia, Florida, North Carolina or South Carolina, each hotel’s exquisite art, music, and cultural influences are deliberately approachable. Designed to inspire and to encourage unforgettable experiences, Kessler guests are immersed in redefined Bohemian luxury, from a cutting-edge downtown icon to a premier luxury lodge, Savannah’s entertainment destination, and an elite ski lodge. Kessler Hospitality was the founding member of the Marriott Autograph Collection, introduced with seven Autograph Collection branded hotels. Each property is a bold, original hotel carefully created with style and the individualist traveler in mind.

The AAA Four Diamond JW Marriott Savannah Plant Riverside District is located in the heart of historic Savannah on the Savannah riverfront, with countless activities a short walk away. Explore the downtown Savannah shopping district, eat at one of the hotel's many restaurants, reconnect with friends at our riverside Savannah bars, or embark on one of the city's various walking tours. 

Once a power plant, Plant Riverside District represents the beauty of progress. Our three unique buildings are enriched in history, from chic architecture in the Power Plant to romantic styling in the Three Muses and contemporary maritime details in the Atlantic. Complete your experience with a relaxing visit to the hotel spa before you enjoy the vibrant nightlife in the entertainment district.

The Experience Concierge is a proactive, sales focused role designed to curate memorable personalized stays in alignment with the JW Marriott standards. The role will connect with guests prior to arrival to understand preferences, introduce the hotel’s unique offerings and coordinate tailored experiences.  This position has a high sales component and is goaled on expected prestay revenue bookings and is incented quarterly at 2% of actualized revenues booked with the experience concierge during pre-arrival. The Experiential Concierge acts as a sales strategist, planner and host to ensure each guest’s journey is seamless, enriching and thoughtful.

Primary areas of responsibility include, but are not limited to the following: 

Pre-Arrival Engagement 

• Contact guests prior to arrival to welcome them, gather preferences, and uncover opportunities to personalize their stay.
• Present hotel amenities, premium experiences and exclusive offerings to drive advanced bookings.
• Actively upsell and cross sell spa services, dining experiences, room enhancements and amenities.
• Confirm for tracking purposes bookings in OpenTable, Opera, ResortPass and Spa systems.
• Create customized itineraries aligned with guest interests, celebrations, and length of stay.
• Communicate guest preferences and special requests to relevant departments to ensure seamless execution.
• Explain Bonvoy program and sign interested guests up for the loyalty program.
• Maintain a strong understanding of hotel revenue goals and actively contribute by converting guest interest into confirmed bookings.

 On Property Guest Engagement

• Provide itineraries of booked services to welcome desk for arrival.
• Use Zingle to text the guest during the mid-stay point of their stay to check on their enjoyment and offer further assistance.
• Serve as a warm, knowledgeable host upon arrival when possible, reinforcing pre-arrival connections and identify real time upsell opportunities.
• Act as a trusted on-property resource, anticipating needs and resolving issues with professionalism and creativity.

Post Stay

• Maintain detailed guest profiles with notes within GXP.
• Share guest feedback and insights with leadership to continually enhance the guest experience.

Other

• Validate sales opportunities prior to guest engagement.
• Execute action plans to target areas of need within the hotel.
• Follow up on outstanding reservations to effectively close business.
• Maximize revenue by selling all facets of the hotel.
• Track monthly production towards quarterly sales goals set forth by management using required documentation.
• Submit sales activity to Director of Rooms at the close of each month to track achievement to goal. Annualized goal of $500K in confirmed bookings
• Other duties as assigned.

Minimum Qualifications 

• 2 plus years of previous experience in hospitality, concierge services, and/or guest relations required.
• Exceptional interpersonal and communication skills.
• Strong Organizational Skills with the ability to manage multiple guest requests simultaneously.
• Sales-minded with a passion for upselling through genuine, relationship-based service.
• Comfort using a variety of computer systems including, but not limited to, Marriott Global Source, GXP, Opera and Open Table.

Work Environment 

The work environment/conditions described herein are representative of those that an incumbent may experience. 

• You must be comfortable working in a shared space, with constant noise, without the use of a private office. 

• Standing and conducting guided tours of the lobby and public spaces are regular aspects of this position.