Concierge

Description

JOB OVERVIEW:

Courteously and efficiently provides information for guest/visitor inquiries and coordinates all guest requests for special arrangements or services.


REPORTS TO: Front Office Manager, Assistant Front Office Manager, Concierge Supervisor

SUPERVISES: N/A.

WORK ENVIRONMENT:

Concierge Desk, hotel public areas, Concierge Lounge and service areas.

Job involves working:

• under variable temperature conditions (or extreme heat or cold).
• under variable noise levels.
• outdoors/indoors.
• around fumes and/or odor hazards.
• around dust and/or mite hazards.
• around chemicals.

KEY RELATIONSHIPS:

Internal: Staff in Front Office, ResCom, IT, Catering/conference services, Housekeeping, Kitchen, Restaurants, Room Service, Engineering, Security, Sales, Accounting, Valet Parking and Executive Office.

External: Hotel guests/visitors, third party vendors and local service providers.

QUALIFICATIONS

Essential:

1. High school graduate or equivalent vocational training certificate.
2. Fluency in English, both verbal and written.
3. Provide legible communication.
4. Compute basic arithmetic.
5. Minimum 18 years of age to serve alcoholic beverages.
6. Ability to input and access information in the property management system/computers.
7. Ability to:

• • perform job functions with attention to detail, speed and accuracy.
  • prioritize and organize.
  • be a clear thinker, remaining calm and resolving problems using good judgment.
  • follow directions thoroughly.
  • understand guests' service needs.
  • work cohesively with associates as part of a team.
  • work with minimal supervision.
  • maintain confidentiality of guest information, associate information and pertinent hotel data.
  • satisfactorily communicate with guests, management and co-workers in a courteous, empathetic and discreet manner.
  • maintain regular and punctual attendance.
  • adhere to Peabody grooming standards.
  • exemplify Peabody Service Excellence®.

8. Provide excellent customer service and maintain a professional demeanor.

Desirable:

1. College degree or formal training in the Hospitality Industry.
2. Previous experience as a concierge in a luxury market.
3. Knowledge in a second language.
4. Knowledge of local attractions, services and suppliers/vendors.
5. Ability to suggestively sell.

PHYSICAL ABILITIES

Essential:

1. Exert physical effort in transporting up to 75 pounds, including up and down inclines.
2. Ability to bend, squat, climb (including stairs) and reach 1 foot on a daily basis.
3. Ability to lift, move and carry approximately 25 pounds.
4. Remain in stationary position throughout work shift, either sitting or standing.
5. Ability to hear guest voices through a closed door.

ESSENTIAL JOB FUNCTIONS

1. Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.
2. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
3. Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
4. Maintain positive guest relations at all times.
5. Resolve guest complaints, ensuring guest satisfaction.
6. Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
7. Properly maintain and operate kitchen equipment.
8. Order and stock food items as required.
9. Take inventory and replenish supplies for Club Lounge service as required.
10. Handle hot utensils and equipment.
11. Maintain complete knowledge of:
12. • all hotel features/services and hours of operation.
    • all hotel restaurant food concepts, menu price ranges, dress codes and ambiance.
    • all hotel room types, numbers/names, layouts, appointments, amenities and locations.
    • daily house count and expected arrivals/departures
    • scheduled daily group activities, names and location of meeting/banquet rooms.
    • local events, attractions, holiday schedules.
13. Obtain department keys; ensure security of such.
14. Meet with Supervisor/departing Concierge to review business status and follow up actions.
15. Access all functions of computer system in accordance with departmental specifications. Operate PMS (Property Management System) and maintain security of the system.
16. Set up work station with necessary supplies; maintain cleanliness throughout shift.
17. Legibly complete requisitions for additional supplies/materials and submit to Manager.
18. Maintain updated resource materials on all vendors and information to accommodate guest requests.
19. Review designated in-house guest list and be familiar with guests' names and room locations.
20. Answer department telephone within 3 rings, using correct salutations and telephone etiquette.
21. Accommodate all guest requests expediently and courteously. Follow up with designated hotel personnel to ensure completion of request.
22. Promote the hotel and its outlets to guests and the local community.
23. Coordinate guest requests with designated vendors, which may include:
24. • Room accommodations.
    • Airline reservations, changes and cancellations.
    • Transportation from hotel to airport and return.
    • Bus/train transportation.
    • Limousine reservations.
    • Car rentals.
    • Car repair and servicing.
    • Charter flights/rentals.
    • Babysitting services.
    • Banking/financial services.
    • Business center services/fax or telex services/mailing and delivery services.
    • Interpretation services.
    • Notary services.
    • Restaurant reservations, nightclub activities.
    • Dry cleaning, laundry, alterations, repairs.
    • Film processing.
    • Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities.
    • Formal wear rentals.
    • Flowers.
    • Salon appointments.
    • Shoe shines.
    • Shopping services.
    • Movie/theater/attraction times and information.
    • Sightseeing tours.
    • Medical services.
    • Religious services.
25. Legibly document all pertinent information in guest request log(s). Monitor and update logbook(s) throughout the shift.
26. Place orders for amenities and coordinate delivery of amenities to designated guest rooms.
27. Legibly complete dining confirmation cards and deliver to guest upon completion.
28. Relay accurate directions to guests' desired destination within local area and distribute maps with highlighted routes.
29. Maintain desk supplies and all resource materials required.
30. Distribute all guest mail.
31. Assist guests needing access to Safety Deposit Boxes.
32. Process miscellaneous charges.
33. Set up, monitor, maintain and breakdown breakfast/ afternoon tea/ cocktail hour food and beverages.
34. Take, record and relay messages accurately, completely and legibly.
35. Accept and record wake-up call requests; deliver to PBX.

SECONDARY JOB FUNCTIONS

1. Assist Front Desk and Bell Stand as assigned.
2. Provide guest room and hotel tours.
3. Legibly document maintenance needs on work orders and submit to Manager.

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.