Overview

Welcomes guests into The Club and tracks the number of guests entering. Provides information to guest / visitor inquiries and coordinates all guest requests for special arrangements or services, courteously and efficiently.

Attends to immediate needs of guests upon arrival and follow through attention throughout stay. REPORTS TO : Guest Services Manager, Assistant Director of Rooms, Director of Rooms WORK ENVIRONMENT : The Club Lounge, Concierge Desk, Guidepost, and service areas.

Job involves working : under variable temperature conditions (or extreme heat or cold). under variable noise levels. outdoors / indoors.

around fumes and / or odor hazards. around dust and / or mite hazards. around chemicals KEY RELATIONSHIPS : Internal : Employees in Guest Services - Front Desk, Housekeeping, Culinary, Restaurants, Property Operations, Safety and Security, Sales and Marketing, Finance, Guest Services - Valet Parking and Administrative Offices.

External : Hotel guests / visitors, designated service company personnel and vendors. ESSENTIAL JOB FUNCTIONS Maintain complete knowledge of and comply with all departmental policies / service procedures / standards.

Welcome guests into the Club. Maintain tracking of the number of guests entering the Club and update tracking spreadsheets daily.

Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.

Maintain positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction. Monitor and maintain cleanliness, sanitation and organization of assigned work areas.

Maintain complete knowledge of : all hotel features / services, hours of operation. all hotel restaurant food concepts, menu price range, dress code and ambiance.

all hotel room types, numbers / names, layout, appointments, amenities and locations. all hotel room rates, special packages and promotions.

daily house count and expected arrivals / departures (particularly VIPs). scheduled daily group activities, names and location of meeting / banquet rooms.

local events, attractions, holiday schedules. Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.

Obtain department keys; ensure security of such. Meet with Supervisor / departing Concierge to review business status and follow up actions.

Access all functions of computer system in accordance with departmental specifications. Set up work station with necessary supplies;

maintain cleanliness throughout shift. Legibly complete requisition for additional supplies along with food and beverage items needed.

Maintain updated resource materials on all vendors and information to accommodate guest requests. Review designated in-house guest list and be familiar with guests' names and room locations.

Answer department telephone within 3 rings, using correct salutations and telephone etiquette. Accommodate all guest requests expediently and courteously.

Follow up with designated hotel personnel to ensure completion of request. Coordinate guest requests with designated vendors which may include : Room accommodations Airline reservations, changes, cancellations Transportation from hotel to airport and return Bus / train transportation Limousine reservations Car rentals Charter flights / rentals Babysitting services Banking / financial services Business center services / fax or telex services / mailing and delivery services Interpretation services Notary services Restaurant reservations, nightclub activities Dry cleaning, laundry, alterations, repairs Sporting events, golf facilities, sport and athletic activities / rentals, outdoor activities, health club facilities Formal wear rentals Flowers Salon appointments Shoe shines Shopping services Movie / theater / attraction tickets Sightseeing tours Medical services Religious services Legibly document all pertinent information in guest request log(s).

Monitor and update log book(s) throughout the shift. Place orders for amenities and coordinate delivery of amenities to designated guest rooms.

Legibly complete confirmation cards and deliver to guest upon completion of each arrangement coordinated for guest. Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes.

Adhere to all cashiering procedures : Make change for guests. Cash guests' personal checks / travelers checks. Post charges.

Run closing reports. Take, record and relay messages accurately, completely and legibly. Accept and record wake-up call requests;

deliver to PBX. Turtle Bay Resort Concierge responses and follow-ups. Hawaiian Cultural Programs Transportation-Coordinate to Stables Serve our guest.

Book, Set Up and Assist Guest with Bike Rental Bike Tours Book, Set Up and Assist Guest with Segway Segway Tour Pono Weekly Hikes, 3Times a week Assisting with All vendor regarding Flowers, Ukulele, Music, etc.

Picnic Orders Amenity ordering Flower ordering Serve the other Turtle Bay Resort Team members who serve our guest. Perform any and all functions as directed-you are a member of the entire Turtle Bay Resort team, not just a member of your department.

Take personal responsibility to ensure the success of the team- the team succeeds because of your actions. Always put the team objectives ahead of your personal agents.

Perform the security and safety function of all employees to ensure the security and safety of all guests and of all fellow employee - be vigilant for all safety / security issues, correct and / or report all issues immediately.

Perform the housekeeping function of all Turtle Bay Resort employees keep your work area clean and neat, and correct and / or report any housekeeping issues outside of your work area in the public and heart-of-the-house areas as you encounter.

Perform your sales function all Turtle Bay Resort employee are sales people for the company and for the property - be knowledgeable of Turtle Bay Resort and of all aspects of your property, and always present both in the best light to guests and to the community at large.

Perform your community ambassador function get involved in your community and represent Turtle Bay Resort and your property well.

Always speak first and speak last to guests in a friendly, courteous manner every guest encounter should include this. Always greet co-workers in the same friendly, courteous manner never pass a fellow employee without acknowledgement.

Deal with all guests and fellow Turtle Bay Resort team members with respect and honesty. Present yourself properly in the work place at all times full uniform including name badge, dress / uniforms always clean and pressed, personal grooming always up to standard.

Serve the other Turtle Bay Resort team members who serve our guests. Perform any and all functions as directed you are a member of the entire Turtle Bay Resort team, not just a member of your department.

Take personal responsibility to ensure the success of the team the team succeeds because of your actions. Always put the team objectives ahead of your personal agenda.

Deal with all guests and fellow Turtle Bay Resort team members with respect and honesty. Present yourself properly in the work place at all times full uniform including name badge, dress / uniforms always clean and pressed, personal grooming always up to standard.

SECONDARY JOB FUNCTIONS Assist Guest Services and Experience Host Concierge - PBX, Front Desk, Bell Stand and Reservations as assigned.

Legibly document maintenance needs on work orders and submit to Manager / Director. Qualifications Essential : High school graduate or equivalent vocational training certificate.

Fluency in English both verbal and written. Provide legible communication. Compute basic arithmetic Minimum 21 years of age to serve alcoholic beverages.

Ability to input and access information in the property management system / computers. Ability to : perform job functions with attention to detail, speed and accuracy.

prioritize and organize. be a clear thinker, remaining calm and resolving problems using good judgement. 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 hotel data.

Desirable : College degree or formal training in the Hospitality Industry. Previous experience as a Concierge in an upscale / luxury market.

Knowledge of local attractions, services and suppliers / vendors. Certification of previous training in guest relations, liquor, wine and food service.

Certification in an alcohol awareness program. Ability to suggestively sell. PHYSICAL ABILITIES Essential : Exert physical effort in transporting 50 pounds.

Endure various physical movements throughout the work areas. Reach 3 feet. Remain in stationary / upright position for 8 hours throughout work shift.

Satisfactorily communicate with guests, management and co-workers to their understanding. 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 employees 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 in no way states or implies that these are the only duties to be performed by the employees occupying this position.

Last updated : 2024-06-05