What are the responsibilities and job description for the Concierge position at Ocean House Collection?
Ocean House Management
Concierge
A Collection Unlike Any Other
The Ocean House Collections includes 3 luxury properties.
The Ocean House is a Forbes 5-Star property featuring 49 luxury guest rooms, 20 signature suites. The Cottage Collection includes 10 privately owned vacation homes. The Ocean & Harvest Spa is a 12,000 square foot Forbes Travel Guide 5 Star rated full-service health wellness spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season including Coast, a Forbes Travel Guide 5 Star rated fine dining experience.
The Weekapaug Inn offers quintessentially New England accommodations that effortlessly combine casual comfort and luxurious furnishings. The Inn features 31 unique guest rooms and 4 two-bedroom signature suites. Farm-to-table dining utilizes the finest and freshest locally sourced ingredients, and inspired amenities and resort activities are designed to create extraordinary guest experiences.
The Watch Hill Inn established in 1845, Watch Hill Inn carries with it a unique history marked by fame, natural disasters and, among all, resilience. Chic, minimalist decor intertwines with cutting edge technology like complimentary Apple TV, Netflix and an in-room iPad program that allows guests to order food and services to their door with the touch of a button. The Inn features 21 suite style accommodations with unrestricted access to dining, amenities, and resort activities at both Ocean House and Weekapaug Inn.
Scope of Position
The position of Concierge in the hotel is unique and challenging. While providing a service to guests, the Concierge also performs an important function for our fellow employees, Watch Hill, and the local area.
A concierge is responsible for creating a welcoming atmosphere around their desk. Their primary function is to communicate with guests both internally and externally. A concierge does not make assumptions or promises but is committed to giving their best and never saying "No." For every question posed, there is an answer to be found, and the concierge's job is to discover it in the most efficient and pleasant manner possible. Additionally, a concierge develops a true sense of community within the local area.
Hourly Staff Schedule Requirements
All employees are kindly asked to understand that the property operation is 24 hours a day 7 days a week, inclusive of all holidays. While the company will make every attempt to create a work and life balance, all hourly paid team members may be asked to work extended shifts and additional days based on business demands. The busiest of days during the season (Memorial Day through Columbus Day) are the weekend days from Friday through Sunday and on holiday weekends that are celebrated on Mondays, this can include Mondays. All seasonal staff must be aware and able to work all weekends; requesting time off for a holiday weekend may not and will likely not be granted. The more flexible you are the more you can learn, grow, earn.
Reporting Relationship
Internal: This position reports directly to the Director of Front Office
Key Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Communicate well in English.
- Must apply patience, tact, understanding and resourcefulness in meeting the many and varied demands of our guests.
- Must have a positive, lasting influence on the guests’ impression of the resort and the local area.
- Multi-task: telephones, computers and guests that are in front of you.
- Quick thinking; give clear, concise directions (walking, driving and verbal),
- Refer/recommend a wide variety of resort activities and services as well as information on the local Westerly area and all its many facets.
- Well organized and able to prioritize in a busy environment.
- Responsible for practicing, managing, and promoting the Company’s Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation.
- Represent the Company with a positive attitude and professional presentation.
- Follow sustainability guidelines and practices related to the Company’s sustainability programs.
- Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.
Required Job Knowledge, Skills, Experience, Education, and Qualifications
- Past hotel/resort experience preferred in a luxury setting.
- Previous Concierge experience preferred.
- Flexible to work various schedules; mornings, evenings, weekends, and holidays as it pertains to the needs of the guests of the Ocean House.
- Fluency in English both verbally and in writing.
- Exceptional ability to engage in friendly, polite conversation. Grammar, patience, and clarity are extremely important to appropriately set our guests’ expectations.
- Ability to perform job functions with attention to detail, speed and accuracy under pressure of tense/confrontational situations.
- Physically able to be on your feet for 8 hours per day.
- Uphold the Company standards, policies, and procedures.
- Prioritize and organize tasks and work area.
- Ability to remain calm and resolve problems using good judgement as interpreted by the management.
- Follow directions.
- Work cohesively with co-workers as part of a team
- Maintain confidentiality of guest/employee information and pertinent company data
Physical Requirements:
See below Physical conditions description.
