Concierge - Bell Services

Concierge Agent

The Concierge Agent is responsible for providing assistance and information to hotel Guests for both on-site and off-site activities ensuring a positive Guest experience, as well as providing courteous front desk services to guests by delivering products and services that result in a pleasant hotel stay and overall gaming experience.

Essential duties include, but are not limited to:

• Provide information and assistance regarding on-site and local attractions, dining, entertainment, and events.
• Make dining reservations and assist with hotel reservations as needed.
• Serve as a property liaison by offering directions and detailed knowledge of the local area.
• Arrange transportation services such as limousine rentals, scooter rentals, and wheelchair accommodations.
• Coordinate reservations for outside events and activities.
• Set up special room packages and event arrangements (birthdays, weddings, celebrations, and other special occasions).
• Deliver high-quality customer service while effectively resolving guest issues and concerns.
• Registers arriving guests by completing appropriate paperwork and obtaining proper payment information
• Settles account balances of departing guests by accepting payment and handling cash drawer
• Investigates and resolves general billing discrepancies
• Engage guests in property promotions and amenities so they best enjoy all the casino/hotel offers during their current and future visits
• Responds to guest inquiries concerning entertainment or attractions and provides guests with general information to ensure a pleasant stay in the hotel
• Promotes positive public/employee relations at all times
• Anticipates guests' needs and responds to requests and concerns to ensure guest satisfaction
• Monitors work areas to ensure cleanliness standards are achieved and customer requests are addressed

Qualifications:

• High school diploma or general education degree (GED) is required
• 6 months of Front Desk/Hotel Operations experience
• Must possess a high degree of interpersonal and customer relations skills necessary to ensure total guest satisfaction
• Must have exceptional phone etiquette
• Must be able to work standing for long periods of time
• Must be technologically savvy and be able to operate and enter information into a computer
• Must possess basic math skills necessary to accurately calculate and process guest payments
• Must be able to follow procedures in standard situations in which specific steps are involved

Work Environment:

• Duties and responsibilities are typically performed in the Hotel Lobby area; a fast-paced, guest-smoking environment, with constant exposure to general public and excessive noise.
• Position requires ability to stand and walk 100% of the time. Extensive periods of data entry is required
• While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk or hear
• Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus