Concierge

How You Will Enjoy Your Day

• Provide all aspects of the highest level of guest service including but not limited to, booking tours, dinner reservations, area activities and events.
• Promote/sell and have full knowledge of the resort’s services to maximize the guest’s awareness of the services available on property.
• Work with vendors that provide services in the area and book appropriately for guests.
• Answer telephone by using the guest’s name.
• Maintain a clear and organized desk area.
• Enter information into computer system on any event or service you have prescheduled and ensure the front desk has the information for the guest’s arrival date and keep guest itineraries up-to-date.
• Make reservations as requested for dinner, events, air travel, rental cars, etc.
• Provide guests with directions to attractions or facilities on or outside the property.
• Have a personal knowledge of all that the concierge desk offers and recommend.
• Coordinate guests’ requests for special services including flower arrangements, gift baskets, etc.
• Complete appropriate documents for special requests to insure the correct department is notified and that the billing information is complete.
• Contact in-house guests periodically to ascertain any special needs.
• Quickly and efficiently follow through on all requests from guests.
• Organize special functions as instructed by Director of Rooms or Department Manager.
• Always use name/concierge on all written material.
• Handle all guests’ concerns/complaints professionally, efficiently and in a courteous and timely manner.
• Display a friendly manner including a smile and in a truly helpful and cheerful attitude at all times.
• Absorb and assist in training new Concierge staff on how to sell the Resort and other services to our guests.
• Absorb and possess a strong knowledge of Resorts facilities and services and the surrounding community.
• Absorb and ensure that no gratuity (kickback) from any vendor is accepted. Only contracts through the resort are authorized.
• Absorb and provide confirmations to the guest of anything scheduled so they are aware of the cost, cancellation policy, date, time, etc.
• Absorb and ensure all guests’ questionnaires are reviewed and responded to in a timely fashion.
• Absorb and book future tours and activities in advance of scheduled arrival date to enhance guests’ experience.

Minimum Requirements

• A high school diploma or equivalent.
• 2+ years resort customer service experience preferred.
• A vast knowledge of the resort and local community.
• Strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease.
• Computer skills required.
• Strong team member relations.