OVERVIEW/BASIC FUNCTION:
Responsible for all guest service needs while on shift in accordance with resort standards.
RESPONSIBILITIES:
• Maintain complete knowledge of and comply with all departmental policies, service procedures, and standards.
• Ensure that standards are maintained at a superior level daily.
• Maintain complete knowledge at all times of:
All hotel features/services, hours of operation.
All room types, numbers, layout, décor, appointments, and location.
Scheduled in-house group activities, locations, and times.
All hotel and departmental policies and procedures.
• Meet daily with Lead/Supervisor/Manager to review business status and follow up items.
• Welcome guests to the property, assist with any luggage and valet needs.
• Accompany guests to room according to hotel standards, including complete room tour for all guests.
• Monitor and ensure that Portico & Lobby areas are kept clean, organized, and always manned.
• Assist guests with any transportation needs during their stay.
• Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.
• Monitor the check-in/check-out process, ensure agreement to hotel standards, anticipate critical situations, assist where necessary, to process the guest expediently.
• Anticipate guests' needs, respond promptly, and acknowledge all guests.
• Always promote positive guest relations.
• Contact Engineering directly for repairs.
• Document pertinent information in relevant tracking program (Go Concierge).
• Complete all items on daily checklist.
• Review status of assignments and any follow-up action with on-coming Lead/Supervisor or Manager.
• Exhibit a friendly, helpful, and courteous manner when dealing with guests and fellow associates.
• Make sure carts are cleaned and safe and taken to maintenance as necessary for proper upkeep.
• Park vehicles if requested.
• All other duties as required.