SUMMARY: Takes, records, and cancels reservations in the Hotel Information System. Provide five star hotel-quality concierge services. The Concierge pro-actively anticipates the needs of the guests so solutions can be offered before being requested, personalizing the delivery of the service to meet the specific needs of each guest, reminding the guest of scheduled events and appointments.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.

Be completely knowledgeable about all casino programs, promotions, activities, and functions.

Be knowledgeable of local current restaurants, spas, attractions and events (concerts, theater, sporting events, special events, and more.)

Assist and coordinate with VIP Agent Functions (Check in, Check Out, Keys and Mail).

Take room reservations and room blocks.

Assist in training new guest service representatives as appropriate.

Log particular types of calls as needed.

Support, maintain Horseshoe Casino’s courtesy guidelines and promote outstanding guest relations.

Responsible for reports including, exceptions reports and regret logs.

Provide the guest with an experience that will always be remembered and with the highest level of responsiveness.

Provide personal services of the highest level that may include, but not limited, to restaurant reservations, recreation requests, floral orders, shoe shine, etc. They also have the ability to make available maps, literature, and other materials.

Assure prompt and positive action on all guest complaints, questions, concerns and suggestions, as well as conduct quality assurance follow-up.

Arrange for, suggest, recommend, book, and confirm, deliverable services that may include, but not limited to, purchasing gifts, premium tickets, dry cleaning and other errands.

Project an approachable and professional image in personal appearance, manner, and demeanor.

Maintain a work environment of cleanliness and organization.

Acknowledge and greet all guests with utmost courtesy and urgency, moving out from behind the front desk to open doors and assist guests.

Listen and work with guests who present service opportunities or challenges. Attempt to resolve them and/or elevate and communicate them to a manager.

Maintain consistent presence at work station.

When so directed, participate in hotel functions.

Use professional telephone etiquette in handling internal and external guest requests. Use work order system when necessary.

Assist with package and amenity deliveries. Log receipts of packages delivered for guests.

Provide continuous updates, edits, reviews, and additions to the electronic guest database (list of guest preferences, birthdays, anniversary and other special dates, restaurants, service providers, etc.).