Resort Concierge

POSITION OBJECTIVE

To provide guests of the resort the highest level of customer service by operating our computerized reservations and hotel management system with skill and expertise to expedite arrival/departure of guests, while assisting guests with their concierge needs by providing information and booking reservations for area shops, attractions and restaurants.

ESSENTIAL JOB FUNCTIONS

• Check guests in and out in an orderly, efficient manner with a high degree of attention to guest satisfaction, and details of check in/check out process
• Assist in all Guest Services areas as needed
• Answer guest questions and offer information and assistance related to all aspects of the resort
• Answer telephones in a manner that complies with Reunion company standards utilizing a PBX phone system
• Maintain open communication with other departments to fulfill guest needs with accuracy and in a timely manner
• Monitor last minute reservations and house count
• Monitor status of guest accounts
• Accurately update information in computer systems as needed (i.e., post charges)
• Follow checklist for required duties and complete in a timely manner
• Run and complete reports, i.e., high balance, cash basis, etc.
• Take ownership of all complaints and concerns that occur during shifts following department guidelines, escalating the issue when necessary to next level
• Contact VIP guests pre-arrival (7 days prior to arrival) to set expectations during their stay, initiate a relationship, and discover specific needs
• Coordinate transportation needs as requested
• Have knowledge of the resort’s daily operations including banquets, meeting room rates, functions of the day and hours of operation
• Provide information and assist with making reservations for guests inquiring about local area attractions, restaurants, shopping, transportation services, shows, and childcare
• Maintain daily log of concierge services provided to guests, including any guest feedback
• Contact 3^rd party vendors to arrange rental items and services as needed
• Read Pass-On log and/or communicate necessary information with other shifts to ensure follow up with all guest queries and/or requests
• Deliver messages, packages or amenities for guests
• When requested, assist in VIP arrival walkthrough and VIP guest property orientation
• Maintain knowledge of local current events and be able to clearly and concisely describe such to guests
• Assist in the training and development of new Resort Concierge service professionals as needed
• Attend all mandatory meetings
• Maintain a clean and organized work area and report all unsafe conditions immediately
• Complete other duties as assigned by supervisor or manager

EDUCATION/EXPERIENCE

• Must be 18 years of age or older
• High School graduate or G.E.D. equivalent
• 1-2 years of related experience in a customer service role or equivalent combination of education and experience
• Hospitality experience in a luxury resort and/or hotel preferred

REQUIREMENTS

• Position requires flexibility in scheduling, must be able to work AM/PM, weekends & holidays
• Candidates in this role will be able to read, write, speak and understand English
• Be familiar with local area and attractions
• Be able to work in hot, wet, humid and loud environments for long periods of time
• Be physically able to reach, bend, stoop and lift up to 50 lbs