Hotel Concierge

About the role

The Concierge role is under the direction of the Supervisor Front Desk, focusing on delivering exceptional service and creating memorable experiences for guests.

Responsibilities

• Delivers Best in Class service and creates memorable experiences for guests at every opportunity.
• Designs and coordinates experiences pertaining to dining, hotel, entertainment, transportation, and special event reservations, while meeting Forbes Travel Guidelines.
• Partners closely with other departments to anticipate guest requests and extend appreciation for guest loyalty through personalized service.
• Provides the highest service standards to guests during all interactions.
• Initiates and responds to in-person and phone contact with guests to ensure all reservations for hotels, special events and entertainment are executed efficiently.
• Affords assistance with booking changes and inquiries regarding reservations.
• Communicates effectively to guests in a high call volume setting.
• Ensures guest information is updated and accurate at all times; verifies addresses, phone numbers, email, guest profiles and preferences.
• Reviews daily arrival report in order to identify special requests.
• Works closely with VIP Services and Player Development teams to ensure all guests and Casino needs are met.
• Provides excellent service by addressing and resolving guest concerns with immediate and exemplary solutions, going above and beyond to recover any service opportunities and exceed guest expectations.
• Maintains proper record keeping for guest accounts.
• Graciously provides information about hotel offerings and local surroundings to enhance guest experience.
• Safeguards confidential nature of guests, department, and enterprise data; adheres to all health and safety policies and procedures set by enterprise.
• Reports all maintenance issues pertaining to facilities via internal systems and reports all guest requests to Supervisor/Manager on Duty as needed. Ensures follow up to confirm timely completion and resolution.
• Contributes to an environment which motivates employees to collaborate, learn, perform, and develop their skills.
• Completes regular customer service and safety training to keep certifications current as needed.
• Performs other duties as assigned to support the efficient operation of the department.

Qualifications

• High School Diploma or equivalent required.
• Minimum of four (4) years’ customer service experience required.
• Upscale hotel experience preferred.

Skills and Abilities

• Schedule flexibility including evenings, weekends, holiday shifts and overtime when needed.
• Identify and prioritize issues.
• Excellent organizational skills.
• Strong interpersonal skills.
• Excellent telephone etiquette and verbal and written communication skills required.
• Friendly and outgoing demeanor.
• Ability to multi-task.

Physical Requirements/Working Conditions

• Primary work environment is in a climate-controlled office setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.