Lead Concierge
Goldener Hirsch
Park City, UT

SUMMARY

Join the team voted Travel Leisure's # 1 Resort in America! Responsible for the overall organization and operation of the Concierge staff, ensuring that they handle all guests and employees in a personal, individual and professional manner, in person as well as over the phone. Assist guests by providing an array of services calculated to make their stay easier and more pleasurable, including dining reservations, ski bookings, transportation arrangements, information, and any services that are best suited to the guests’ needs. The Concierge is an individual dedicated to his/her profession beyond the norm, making a personal commitment to visit venues in order to enable personal recommendations.

ESSENTIAL FUNCTIONS

Maintain complete knowledge at all times of

All hotel features, services and hours of operation

All room types, layout, décor, appointments and locations

All room rates, special packages and promotions

Daily house count and expected arrivals/departures

Room availability status for any given day

Scheduled daily group activities

Maintain complete knowledge and comply with all hotel and departmental policies and procedures.

Review arrivals prior to approaching desk and be familiar with all TC guests, special requirements and potential problems.

Meet with departing shift member to ensure follow through.

Ensure that all guests receive personal, individual and professional treatment.

Set up, maintain and constantly update a database to provide guests with information, descriptions, directions and reservations for all hotel services, local restaurants, activities, travel arrangements and other points of interest.

Set up work station with necessary supplies; maintain cleanliness throughout shift.

Answer department telephones within three rings, using correct greeting and telephone etiquette.

Accommodate all requests for information in congenial, professional, manner.

Work closely with front office and other guest relations departments on special requests and amenities.

Coordinate guest history with front office, reservations, housekeeping and room service.

Coordinate special attention for special occasions such as birthdays, anniversaries and special events.

Maintain updated knowledge of the area, its facilities and points of interest.

Develop and maintain good relationships with peers in local restaurants and other attractions.

Handle guest complaints and problems immediately, ensuring guest satisfaction. Notify department/personnel designated for resolving situation.

Work with Guest Services Manager to select and monitor outside vendors used to fulfill guest requests.

Accurately input guest data into guest history.

Produce weekly Aspen activities information sheet.

Work with Guest Services Manager to supervise and develop Concierge staff to ensure guest satisfaction with concierge services.

Perform administrative duties, as required.

Assist in front office operations as needed.

Communicate pertinent guest information to designated departments/personnel.

Maintain follow-up log for communication between concierge shifts.

Attend hotel meetings as required.

Participate in and support hotel and company efforts towards sustainability and environmental initiatives as part of the Planet Auberge program.

QUALIFICATIONS

Essential:

3 years’ experience as Concierge or Guest Services position in luxury hotel/resort

High School graduate

Ability to satisfactorily communicate in English with guests, management, members and co-workers to their understanding

Excellent service, etiquette and protocol skills

Knowledge of the Deer Valley/Park City area, its geography, restaurants, events, sights and other places of interest

Desirable:

College graduate.

Ability to communicate in a second language, preferably Spanish.

Certification in CPR

Knowledge of computerized HMS. systems, preferably Opera

Previous guest relations training.

SKILLS

Essential:

Ability to supervise others.

Ability to clearly and pleasantly communicate in English, both orally and in writing, using correct spelling and grammar, with guests, co-workers and management to their understanding both in person and by telephone.

Ability to provide clear and legible written communication.

Ability to compute basic mathematical calculations.

Ability to input and access data in a computer.

Ability to think clearly and remain calm under pressure.

Ability to be a clear thinker, analyze and resolve problems, exercising good judgement.

Ability to focus attention on details.

Ability to ensure security and confidentiality of guest and hotel information.

Ability to anticipate and understand guests’ service needs.

Ability to perform job functions with minimal supervision.

Ability to work cohesively with other departments as part of a team.

Ability to prioritize and follow up on work assignments.

Knowledge of Microsoft Office

Desirable:

Knowledge of Opera software.

Bilingual: English and Spanish