CONCIERGE SUPERVISOR

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Position Title: Lead Concierge

Reports To: Front Desk Manager

Supervises: Concierge Agent

Summary of Position

Lead Agent oversees Concierge and Business Center. Responsible for supervising four Concierge agents and I Business center agent. Oversees a comprehensive guest request and satisfaction program including: Direct guest contact with frequent hotel and casino customers, addressing their needs. Contacting guests after their stay to resolve bad experiences and offer incentives to return. Handling guest's special requests and working directly with front desk and group sales to help achieve high intent to return results.

Responsible for the operation of the resort's children's activities

Key Responsibilities and Performance/Behaviors

• Ability

• Can explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understands where to get the information needed to complete tasks to standard.
• Can explain and demonstrate technical skills used to complete tasks to standard.
• Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
• Understands how to take ownership of problems and solve them when solutions may not be available.
• Can explain how to request help from others when needed to complete task or goal.
• Has complete knowledge and can tell others of IMGR&C products and services.
• Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.

• Performance

• Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP's and task lists.
• Responds to obstacles; finds new ways to reach desired end results.
• In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
• Responds to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; Do it right the first time.
• Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
• Makes suggestions to improve performance.

• Behavior

• Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Respects individuality of others; continues to communicate in order to work together.
• Speaks positively about guests, other team members and our business in all situations on and off property.
• Treats other with respect in all situations.

• Service

• Serves others.
• Identifies and can communicate needs of guests and others.
• Takes quick action to serve others in a way that meets/exceeds their needs.
• Identifies ways to improve individual or team's service to others.
• Provides service outside job responsibilities if needed to help resort succeed.
• Takes ownership of guest problem(s) until it is solved.

• Professionalism

• Meets IMGR&C Appearance standards.
• Professionally supports IMGR&C reputation and image in all situations, on and off property.

• Attendance

• Meets IMG&C policy for attendance.
• Informs supervisor of future absence as far in advance as possible.
• Required to work all Marketing Special Events and Concerts.

• Communication

• Provides information others need to succeed, in time for them to use it.
• Shares with next shift the information needed for them to succeed.
• Listens to others without interruption; acts on their feedback when possible.
• Asks questions to better understand expectations of others.
• Reports all guest complaints and compliments to Supervisor or Manager.
• Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.

• Team Work

• Puts Success of team ahead of personal success.
• Helps other team members succeed without being asked.
• Takes action to resolve conflict between individuals.
• Helps other departments achieve success.
• Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
• Does whatever is necessary to help department and resort success.
• Contributes ideas that support progress and success at shift, team and departmental meetings.

• Essential Duties and Responsibilities include the following and are subject to change at management's discretion:
  • Complete knowledge of the resort, casino and the surrounding areas;
  • Supervises concierge agents at1d Business center agent
  • Books and sells recreational activities throughout the resort including: stable rides, boat rides, golf course, Ski Lift tickets.
  • Responsible for creating and executing child activities for resort
  • A working knowledge of all packages and promotions that are be offered at the resort & casino;
  • Responsible for deposit of monies taken in at the hotel;
  • Oversees guest request and satisfaction
  • Reviews emails and on-line concierge for special requests
  • Keep a clean work station at all times;
  • Performs duties at maximum speed and efficiency when needed;
  • Adheres to all regulatory, departmental, and casino Policies and Procedures and to the Casino Internal Control Structure;
  • Responsible for scheduling of concierge agents
  • Performs other duties as assigned by management

• Supervisory Responsibilities

Supervises Concierge agent.

• Education and/or Experience Requirements

Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all activities with enthusiasm and encourages enthusiasm from others. Chooses a positive approach in all situations. Treats others with respect in all situations. Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.

• High school diploma or general education degree (GED); six to twelve months related experience and/or training; or equivalent combination of education and experience. Ability to interpret an extensive variety of instruction in written or diagram form. Skill and ability to use and operate an adding machine, computer, fax machine, scanner and copier. Must have the skill and ability to use Hotel System

• Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.

While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use hand held communications devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for several hours.

• Work Environment

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.

The noise level in the work environment is loud. The team member will be exposed to a second-hand smoke-filled environment. The team member may be exposed to biohazardous fluids such as blood and other body fluids. The team member may be exposed to hostile environments with guest. May be subject to high stress environments.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.