Concierge

As Concierge, you will represent our brand to our guests throughout their stay.

As a Concierge you will perform many duties, including but not limited to:

• Answer telephone and emails to make hotel and activity reservations, take deposits, and answer inquiries.
• Pre-call upcoming guests to make hotel and activity reservations.
• Use proper telephone and email etiquette. Must be sales-minded. Present options and alternatives and use suggestive selling techniques to promote other services and offer assistance in making choices.
• Know how to use the front office computer, reservation software, and equipment.
• Know room locations, types of rooms available, room rates, activities, services, and property amenities.
• Read reservation notes and accommodate VIPs and special requests before guests arrive.
• Perform room checks upon guest departures to check for left items, add purchased items to guests' accounts, and send/print the final guest statement.
• Perform quality assurance checks, prepare handwritten notes, and set up rooms before arrival.
• Take final payment and register guests upon check-in. Confirm that all information is correct in our system. Communicate property policies, give property tours, and escort guests to their rooms.
• Set up, service, and break down breakfast and social hour.
• Maintain the cleanliness and neatness of the front desk and all common areas.
• Replenish amenity and water station.
• Follow proper opening and closing procedures.
• Take thorough notes and communicate clearly with other staff members. Strive to set your coworkers up for a successful shift.
• Thoroughly understand and adhere to proper credit, check-cashing, and cash-handling policies and procedures. Perform cashiering tasks like bill/invoice settlement, posting charges, following up with disputes, and sending final statements via email.
• Know the policies and procedures for deposits, activity bookings, cancellations, pets, extra guests, etc.
• Coordinate room status updates with the housekeeping department by notifying housekeeping of all checkouts, late checkouts, early check-ins, and special requests.
• Coordinate requests for maintenance and repair work.
• Review the notes and communications board daily. Is aware of daily activities, special events, weddings, and groups in the hotel.
• Attend department meetings.
• Report any complaints, unusual occurrences, or requests to the manager.
• Know all safety and emergency procedures and accident prevention policies.
• Understand that business demands sometimes make it necessary to move employees from their accustomed shifts to other shifts.

Requirements:

• Previous hotel-related/hospitality experience desired.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness, and work with minimal supervision.
• Ability to solve practical problems and deal with various concrete variables in situations with limited standardization.
• Ability to effectively deal with internal and external customers, some of whom require patience, tact, and diplomacy to defuse anger.
• Ability to work well under the pressure of guests' check-in/check-out and handle multiple tasks simultaneously.
• Punctual, regular, and reliable attendance.
• Interpersonal skills and working well with co-workers and the public.
• Must speak, read, write, and understand English to communicate with guests, co-workers, and management.
• Requires fingering, grasping, writing, standing, sitting, walking, repetitive motions, hearing, visual acuity, and may occasionally have to lift and carry up to 50 pounds.

Ability to work days, nights, weekends, and holidays depending on business demand.