Concierge

Job Summary

Concierge Attendants act as the first point of personal contact between guests and The Otesaga Resort and Hotel. We are tasked with answering guest inquiries, directing phone calls, coordinating travel plans, amenity requests, monitoring guest requests for housekeeping and maintenance. They must always uphold company culture while making guests feel welcomed and valued.

Essential Job Functions

To successfully perform this job, an individual must perform each essential duty listed below. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job.

• Answer phone an email inquiry from potential guests in a timely and respectful manner
• Greet guests and visitors warmly and make them feel welcome and attended.
• Offer restaurant and activity recommendations and assist guests in arranging transportation and excursions.
• Conduct pre-arrival calls for arriving guests offering assistance with any needs they may have.
• Conduct historical tours of the resort careful point out significant highlights and points of interest.
• Receive and redirect mail, phone calls, packages, etc.
• Ensure that guest spaces and lobby are always clean and tidy.
• Act as a liaison between guests and any department necessary including the kitchen, housekeeping, etc.
• Anticipate guest needs to accommodate them and provide an exceptional guest experience.
• Arrange for the replacement of items lost by travelers.
• Pick up and deliver items or run errands for guests.
• Maintain inventory of informational brochures and order new stock as needed.
• Carry out unusual requests such as searching for hard-to-find items.
• Perform Front Office Receptionist duties when needed.
• Ensure smooth operation of VIP room, monitor food and beverage service,
• Always maintain the proper uniform.
• Handle any guest complaints as efficiently as possible.
• Ensure that personalized service is offered to every guest.
• Ensuring that all Otesaga Standards and practices are strictly adhered to.
• Maintain a clean and tidy work area and comply with all health, safety, and hygiene standards and policies.
• Remain at the Concierge Desk and consistently initiate greeting with all guests with the proper salutation “Good Morning, Good Afternoon...”
• Employees refrain from personal conversations in the presence of guests.
• Employees converse with guests in a professional, and courteous manner avoiding slang terms and jargon.
• Cell phones are to be left in the back away from the guests and are not to be used on company time.
• Other tasks as directed Resort management

Education: High school diploma or general education degree (GED)

Required Experience:

The person in this position needs to:

• Experience in hospitality/service industry preferred, not required.

Knowledge, Skills, & Abilities

• Positive phone demeanor and superior written and verbal communication skills are essential.
• Must have a service-oriented mindset and be capable of making every guest feel valued.
• Knowledge of basic office equipment, including printers, scanners, copiers, etc.
• Exemplify strong organizational skills and attention to detail.
• Competent working with, Microsoft Office, including Word, Outlook and Excel
• Possess a positive attitude and be willing to work as part of a team.

• Ability to work nights, weekends & holidays as required.
• Must possess excellent organization and time management skills.
• Set a positive tone and strong work ethic, leading by example.
• Ability to accurately describe, recommend local attractions and restaurants.
• Possess basic math skills and ability to learn to operate Springer Miller Host, property management system (POS)
• Maintain professional presentation (must adhere to company and department dress code
• Ability to clearly communicate both verbally and in writing.

Physical Requirements:

These physical requirements for this position may be accomplished with or without reasonable accommodations.

While performing the duties of this job, the employee is regularly required to stand, and/or move for extended periods of time (approximately 8 to 10 hours), twist at the neck and trunk, bend at the waist and stoop, kneel, or crouch. The employee is frequently required to reach with hands and arms. Employees will frequently use hands to handle objects and tools and operate service equipment and computers. The employee must regularly lift, move/push/pull up to 25 pounds by themselves and up to 50 pounds with assistance. The employee will also frequently ascend and descend stairs. Vision abilities required by this job include close vision and color vision.

Work Conditions: The position will require you to work morning, evening, weekend, and holiday hours. While performing the duties of this job, the employee generally works in a moderate to loud environment dependent on specific work site and/or equipment operation. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.