What are the responsibilities and job description for the Concierge position at PGA National Resort (Salamander Collection)?
Summary: Provide a positive first and last impression to guests as they arrive and leave the hotel. Familiarize the guest with the in house and locale, i.e. restaurants, shopping, attractions. When servicing guests, the Concierge is responsible for being professional, friendly and helpful using the “Rules of Hospitality” of eye contact, a smile, speak first, engage in polite conversation and use the guest’s surname.
Essential Job Functions: Include the following. Other duties may be assigned.
- Greet all guests upon arrival with a warm welcome.
- Make restaurant reservations for the guest, both in-house and outside.
- Contact guests prior to their arrival for any needs the guest might have.
- Give the guest undivided attention while handling information/request
- Promote all hotel functions and facilities.
- Call all VIP guests to prior to and post arrival to personally welcome them to the resort and facilitate any needs they may have.
- Be able to prepare amenity forms, credit card authorization forms, greeting cards and other applicable documents / forms as assigned.
- Be able to post charges to guest folios & settle payment for services such as balloons, upgrades, late check outs, deposits, umbrella rentals, paid outs etc.
- Be able to assist guests to booking/selling tickets for resort events through Eventbrite, including following billing procedures for collecting payment.
- Be able to use computer for various functions as assigned.
- Help solve guest problems efficiently.
- Be able to assist the guest with any Business Center help.
- Deposit all monies taken in during your shift according to the procedures.
- Possess knowledge of the community and area in which the hotel is located to assist guests with information on special events (sporting, theatre, movies, entertainment and restaurants).
- Be able to lead the guest in the right direction, i.e. pro-shop, ballrooms, restaurants, health & racquet, spa.
- Keep yourself update with new brochures and events that are in your surroundings.
- Submit all lost and found articles accompanied by a Lost and Found report.
- Be able to communicate with other departments when discrepancy occurs.
- Be able to make in house golf, spa and dining reservations to assist guests.
- Be able to answer the phone according to the procedures.
- Provide other assistance to guests as necessary to ensure the highest quality of service.
- Respond to guest communication that is received through Zingle, email and other communication platforms as it is received.
- Must be able to work a flexible schedule including day/night shifts, weekends and holidays
Education and Experience: High school diploma or equivalent, knowledge of local restaurants, attractions, shopping venues, events.
Reasoning Ability: Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Before making the decision, know what is at stake and know the consequences.
Other Skills and Abilities: Ability to communicate and work well with fellow employees and maintain a presentable appearance, behavior and manner at all times.
Physical Demands: While performing the duties of this job, the employee is regularly required to stand, sit, walk, bend and use hands to finger, handle or feel objects, tools or controls. The employee is frequently required to talk or listen. The employee frequently is required to use hands to grab, move, lift, or feel objects, and use telephone, computer, and copier machine.
