What are the responsibilities and job description for the conceigre position at Aloft?
City, State:
Ocean City, MarylandThe CONCIERGE will respond to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
- Resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
- Responds to all guest requests in an accurate and timely manner making recommendations based on local knowledge and hotel practices.
- Processes packages, faxes, messages, and mail which may be either outgoing or incoming in an accurate and timely manner.
- Assure that collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current.
- Acts as a resource and knows what activities are available in the city (theater, sports, concerts, shows, special exhibits, sightseeing) and assists guests in these areas in order to provide information, ticketing, and reservations for guests.
- Effectively communicates with all other departments to coordinate and insure that guest requests and expectations are met.
- Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Bell Desk, Business Center, and lobby coverage.
- Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests.
- Performs other duties as assigned by supervisor.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties of the position.
DESIRED COMPETENCIES, WORK SKILLS, AND KNOWLEDGE
To perform the job successfully, an individual should demonstrate the following competencies. Other competencies may be required.
Associate demonstrates a high QUALITY of work:
- Demonstrates accuracy and thoroughness.
- Monitors own work to ensure quality.
- Provides the best possible service to clients and customers.
Associate demonstrates acceptable PRODUCTIVITY standards
- Meets or exceeds productivity standards.
- Produces adequate volume of work efficiently in a specific time.
Associate demonstrates excellent CUSTOMER SERVICE SKILLS
- Responds to requests for service and assistance.
- Demonstrates the desire and ability to provide high quality service to both internal and external customers.
- Solicits customer feedback to improve service.
Associate demonstrates INITIATIVE
- Asks for and offers help when needed.
- Includes appropriate people in decision-making.
Associate demonstrates ACCOUNTABILITY for their job performance
- Takes responsibility for own actions.
- Performs work with little or no supervision; works independently.
- Can be relied upon regarding task completion and follow up.
EDUCATION AND EXPERIENCE REQUIREMENTS:
- One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
QUALIFICATIONS
- Ability to read and comprehend simple instructions, short correspondence, and memos.
- Ability to write simple correspondence.
- Ability to speak English fluently.
- Ability to interpret and perform basic computer and POS system functions.
WORK ENVIRONMENT:
The work environment normally entails the following:
The work environment normally entails the following:
- Indoor work environment
- May be exposed to and use of cleaning chemicals throughout the shift
- Minimal to moderate noise levels consistent with hotel environment
PHYSICAL DEMANDS:
During the course of performing the physical demands of this position, associates are expected to observe and adhere to safety and security procedures, promoting a safe work environment.
The physical activity normally entails the following attributes.
Position is expected to:
Position is expected to:
- Stand more than 2/3 of the time
- Walk less than 1/3 of the time
- Sit less than 1/3 of the time
- Lift up to 15 lbs
- Push / pull up to 10 pounds
Our company does not discriminate against its associates or applicants because of race, color, religion, sex, pregnancy, national origin, ancestry, age, marital status, sexual orientation, veteran status, physical or mental disability or medical condition. Equal employment opportunity will be extended to all persons in all aspects of the employer-associate relationships, including recruitment, hiring, advancement, compensation, benefits, training, promotion, transfer, discipline, layoff, recall and termination. Every reasonable accommodation will be made for disabled associates.
Resumes and applications for employment will be evaluated on the basis of qualifications to meet the requirements of the position and ability to perform the requirements of the position.