Description

Position Summary

The Pool Concierge is responsible for offering our guest the highest levels of service and hotel knowledge. The Pool Concierge must be enthusiastic about the position and maintain a positive attitude toward both the guest and other staff members of the hotel. The Pool Concierge is responsible for an in-depth knowledge of all rules and regulations of the pool and an adherence to the service sequence as outlined in the Biltmore standards of operation procedures (BSOP’S).

Responsibilities

• Provide the highest levels of professionalism and enthusiasm toward guests, and co-workers.
• Complete knowledge of the pool rules and regulations.
• Assist guests with pool chair covers and towels.
• Set up all nine cabanas in the morning in the event one is sold the same day.
• Greet cabana guest upon arrival with complimentary bucket of water bottles.
• Complete all assigned opening and closing tasks pertinent to the pool attendant position.
• Consistent adherence to policies and procedures of The Biltmore as outlined in BSOP’S.
• Assist co-workers in the performance of their responsibilities when necessary.
• Maintain the highest levels of sanitation and safety in the workplace.
• Knowledge of location and requisitioning of all necessary products and supplies.
• Knowledge of pool chair and cabana seating charts.
• Familiar with the operating hours of the Cascade restaurant.
• Adherence of knowing if someone is a hotel guest or not.
• Adherence to service standards as outlined in BSOP’s.
• Prepare fruit selections on the weekends with proper handling of tools needed.
• Declaration of earned gratuities in accordance with current governmental requirements.
• Immediate notification of a manager in the event of a problem, or the perception of a problem.
• Maintain cleanliness of pool deck and cabanas, picking up food trays, glasses, and debris.
• Maintain overall appearance of the pool and cabanas, which may include painting, sweeping, and pressure cleaning, relocating chairs, and allocating damaged chairs for repair.

Requirements

Experience and Education Required

• Education

High School Diploma is required

• Experience

Minimum one year in a customer service related atmosphere is required

Skills Required

• Must be able to:
• Speak, read, write and understand the English language.
• Provide legible communication and directions.
• Perform job functions with attention to detail, speed and accuracy.
• Prioritize and organize.
• Think clearly, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly.
• Understand guest’s service needs.
• Work cohesively with co-workers as part of a team.
• Work with minimal supervision.
• Maintain confidentiality of guest information and pertinent resort data.
• Work in a dynamic and constantly changing environment.
• Adept to multitasking.

Physical Demands

• Must be able to:
• Move, lift, carry, push, pull, and place objects weighing less than or equal to 25 pounds without assistance.
• Stand, sit, or walk for an extended period or for an entire work shift.
• Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
• Use, carry, and operate all necessary office equipment using finger dexterity.
• Communicate with Storytellers, managers, subordinates and guests through verbal communication, hearing ability, and visual acuity.
• Work in the sun for extended periods of time.
• Adapt to moderate temperatures in the hotel as thermostat is controlled by hotel environmental systems.

Success Criteria

• Team Player
• Demonstrates co-operation within the team and with other departments
• Listens carefully and works well with others
• Has a positive influence on others in the team and clearly enjoys working with people
• Guest Focused
• Anticipates guests’ needs and is sensitive to people from all cultures
• Has a natural, warm smile and a friendly and passionate approach
• Demonstrates confident, helpful and genuine behavior with internal and external guests
• Delivers their Best
• Has energy and sense of urgency for his/her work
• Resourceful, makes things happen and looks for ways to work more efficiently
• Always looks their best and acts appropriately (e.g. approaching guests, body language, and eye contact)
• Composed
• Able to stay calm under pressure
• Demonstrates maturity and ability to cope with the unexpected
• Never lets personal feelings interfere with delivering the highest standards
• Trustworthy and responsible
• Excellent records of attendance and punctuality
• Is reliable and demonstrates the ability to work without supervision
• Demonstrates a high level of personal integrity, honesty and trust
• Time Management
• Uses his/her time effectively and efficiently; values time, concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities. Makes decisions in a timely manner.
• Listening
• Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.

Standard Specifications

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other Storytellers or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description is not an exclusive or exhaustive list of all job functions that a Storyteller in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change considering changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended accordingly. This job description in no way states or implies that these are the only duties to be performed by the Storyteller occupying this position. Storytellers will be required to perform any other job-related duties assigned by their supervisor. This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship

Due to the nature of the hospitality industry, Storytellers may be required to work varying schedules to reflect the business needs of the hotel which may include overtime, weekends and holidays. The Storyteller will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.

The Storyteller will actively follow The Biltmore Hotel policies including Equal Opportunities policies and will maintain an awareness and observation of Fire and Health & Safety Regulations.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per Biltmore standards.