What are the responsibilities and job description for the Private Concierge position at Resorts West?
Description of Position
The Private Concierge is primarily responsible for tailoring services to specific guest and owner needs. This position will contact guests and owners staying with Resorts West in order to verify the product and services they are receiving and work to arrange and coordinate each client's specific needs and requests. This position will also ensure the quality of each property prior to the client's arrival, through property inspections. This position will function as a primary contact with guests prior to their arrival and during their stay. (Professional dress is required by the position).
Key Responsibilities
1. Guest Service
a. Obtain knowledge of Resorts West culture, mission and vision.
b. Responsible for detailed knowledge of property inventory, location, amenities, etc.
c. Attain expert knowledge of Park City and provide guests and owners with any requested information.
d. Create and maintain a detailed file on each guest via daily log, overview sheets and sales receipts and keeping accurate records in RNS.
e. Contact each guest within 72 hours of being assigned to a guest to verify services they are receiving and learn their specific needs
f. Arrange and coordinate the needs and requests of each guest and owner prior to their arrival.
g. Communicate with Guest Services Manager on all guest service requests, incidental charges, etc.
h. Maintain current and accurate information in the RNS folio and file for each guest
i. Responsible for maintaining current and accurate transactions in RNS for billed items / services to guest and owner statements
j. Maintain relationships with frequently used vendors.
k. Maintain clean and uncluttered work space.
l. Assisting and following up with all guest issues via work orders
m. Sending thank you letters to all guests and owners upon departure
n. Perform private check-ins.
o. Keeping an accurate record of all gratuities.
2. Inspections
a. Ensure Resorts West quality and standards through inspections upon client arrival.
b. Work with Housekeeping Manager to determine and implement property specific standards.
c. Monitor and report housekeeping staff performance to Property Service Manager and housekeeping manager.
d. Complete and oversee inspection checks for all units prior to arrivals.
e. Perform inspections for all owner stays.
f. Complete departure or security checks as needed.
g. Document all inspections performed on inspector's worksheet.
h. Direct housekeeping department in full inventorying and documentation of all managed properties.
i. Make observations of needed property upgrades, deficiencies in minimum inventories and work with Owner Relations Coordinator to implement these needs.
3. Other duties as assigned.
Skills & Requirements
Necessary Skills and or Education
He / she will posses the personal skills necessary to represent Resorts West in a professional manner whenever interfacing with guests, owners and industry peers. Excellent communication skills are required. Lifting of heavy objects upwards of 75lbs and certain physical exertion such as bending and standing for extended periods of time may be required in the daily duties. He or she must have a personal vehicle for travel to and from assigned properties.
