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Responsible for supporting all aspects of Concierge functions in accordance with hotel standards. Maintains a concierge service and management philosophy that serves as a guide to respective staff. Assists in developing and maintaining the acknowledgment and service of all guests visiting the location. Supports management to ensure all departments are aware of all guests’ needs and information prior to arrival that will lead to a unique, memorable and personal stay.
Job Responsibility:
Coordinates day-to-day operations, ensuring quality and standards
Develops specific goals and plans
Supports concierge team to drive guest satisfaction
Understands impact on property financial goals
Supports establishment of an effective database for local attractions
Establishes relationships with local businesses
Provides recommendations and arranges services for guests
Maintains awareness of cultural differences
Provides check-in and check-out services
Maintains knowledge of rooms and hotel facilities
Ensures repeat and VIP guests receive appropriate service
Responds to emergency situations
Maintains awareness of daily operations and events
Maintains knowledge of daily house-count, arrivals/departures, VIPs
Provides warm welcome and anticipates guest needs
Encourages trust, respect, and cooperation among team members
Serves as a role model
Establishes collaborative relationships with employees
Ensures team adheres to hotel policies
Assists in ensuring team provides above-and-beyond service
Improves service by providing guidance and coaching
Responds to guest problems and complaints
Sets a positive example for guest relations
Interacts with customers for feedback
Provides information to supervisors and co-workers
Analyzes information to solve problems
Informs executives and peers on relevant information
Participates in departmental meetings
Requirements:
High school diploma or GED
2 years experience in the guest services, front desk, or related professional area
OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major