PM VIP Concierge Lounge Attendant

Concierge Lounge Ambassador

To act as an ambassador of the hotel to our VIP and Concierge Level guests by welcoming them to the hospitable Concierge Lounge and providing special assistance and information about local area attractions to customers and patrons, offering a wide selection of alternatives for guest satisfaction.

Responsibilities and Duties:

• Greet customers immediately with a friendly and sincere welcome.
• Make personal connection with each guest and respond to guest cues (anticipate their needs).
• Use a clear, understandable speaking voice, exercise judgment, respond to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc. according to individual needs.
• Maintain a very clean and organized area to ensure all guests have what they need at any time during the day and maintain a fresh clean feel for the area.
• Ensure Concierge Lounge is kept clean and stocked with the proper food & beverage for the given time of day.
• Follow proper food handling techniques and food safety procedures.
• Ensure all equipment is working properly including fridge, warmers & access door. Anything out of order must be reported to Supervisor and Engineering in order to guarantee a quick fix.
• Using the telephone, verbally arrange and confirm recreation, business and dining activities both inside and outside the hotel.
• When necessary, field guest complaints, conduction through research to develop the most effective solutions and negotiate results.
• Operate facsimile machine to send, receive, and log incoming transmission. Notify guests using the message function of the computer of incoming faxes.
• Use the photocopier to make copies of items as required.

Specific Job Knowledge and Skills:

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Ability to listen effectively, to speak and write English clearly.
• Ability to stand, walk and/or sit and continuously perform essential job functions.
• Hearing and visual ability to observe and detect signs of emergency situations.

Other Expectations:

• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.
• Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays.
• All employees must maintain a neat, clean and well-groomed appearance (specific standards available).
• Complies with health and safety rules, regulations and procedures to maintain a safe environment.