Concierge Agent

JOB TITLE: Concierge Agent

JOB SUMMARY: Responsible for all aspects of Concierge Services which includes overall guest satisfaction, amenity deliveries, reservations, and VIP services. Must value guests and be committed to providing them with information and resources to have a memorable experience.

REPORTS TO: Director of Rooms

PRIMARY DUTIES AND FUNCTIONS:

1. Participate actively in the daily operation of the department, and have thorough knowledge of all amenities, activities and property.

2. Make reservations for activities and dining throughout the property management system.

3. Taking orders for amenities and delivering items to guest rooms.

4. Making deliveries for packages with amenities.

5. Upsell.

6. Knowledge of duties for concierge services, procedures, policies and systems.

7. Maintain harmony among team members, guests and management.

8. Complete necessary departmental paperwork.

9. Cooperate, communicate and work closely with all departments in order to serve guests efficiently.

10. Ensure guest needs are met: by providing accurate information and assistance as requested.

11. Perform miscellaneous tasks and duties for smooth operation of department.

PRIOR EXPERIENCE: Prior experience in the hospitality field to include hotels and/or the resort environment is a plus.

RESPONSIBLE FOR: Keys, sensitive information.

PHYSICAL DEMANDS: Must have the ability to stand for long periods of time. Must have the capability to lift and carry in excess of 75 pounds. Mobility is essential. Job requires driving.

WORKING ENVIRONMENT: Work takes place in the Pine Room and other areas of the Lodge and outlying buildings. Must be able to work in both cold and hot climates. Holidays & weekends required

NOTICE:

Job descriptions are not intended, and should not be construed, to be exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. While this job description is intended to be an accurate reflection of the requirements of the job, management must reserve the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, changes in workload, rush job, or technological development) dictate. Because of various seasonal requirements, jobs in other areas of the resort may be offered as a replacement for this position to include work in other areas e.g. grounds maintenance.

SKILLS REQUIRED: Good manners, good speaking voice, excellent guest relations’ skills, and good organizational skills. Must have an attention to detail. Clean and valid driver’s license is required. Must be computer literate. Experience required.

EDUCATIONAL REQUIREMENTS: High school graduate, with good math skills, the ability to read, write, understand and speak the English language.

SPECIFIC KNOWLEDGE REQUIREMENTS: Knowledge of all concierge procedures. Thorough knowledge of features of hotel and property.

PERSONALITY REQUIREMENTS: Must be service-oriented and have the ability to project a friendly, hospitable feeling to the guest. Must be calm, patient, and enjoy working with all types of people. Must have the ability to handle the stressful periods and the many changes, which are a part of the work situation. Must be self-motivated and be flexible.

ADD