Concierge

Job Description

Job Description

Multilingual applicants strongly encouraged to apply!

Job Title: Emerald Grande Concierge

Summary: The Emerald Grande is tasked with ensuring that our guests have an unforgettable experience, and that their every need is met.

The main function of the Concierge is to welcome guests to the hotel; help them with any and all of their needs; make them feel at home; make reservations; and assist in selling services & amenities throughout the hotel. The Concierge will help curate a unique guest experience by helping with recommendations for dining, activities, and any other destination questions. The Concierge is also directly responsible for meeting any other guest needs during their stay; and the collection of monies for services rendered. The concierge must maintain a courteous attitude and welcome all service questions and requests.

Essential Duties and Responsibilities

1. Approach all encounters with guests and employees in a friendly, service-oriented manner

1. Act as the point of reference for guests who need assistance or information and attend to their wishes and requirements
2. Understand customer’s needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel
3. Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations
4. Arrange events, excursions, transportation etc. upon request from hotel residents
5. Answer the phone and make reservations, take, and distribute messages or mail and redirect calls
6. Respond to complaints and find the appropriate solution
7. Directs guests to daily functions within the hotel
8. Answer and direct all incoming calls
9. Log all guest requests and confirm completion. Collect payment for special services as needed
10. Assist the creation and distribution of amenities to guests
11. Stock and clean workspace for next shift
12. Other duties as assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty with confidence. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience Requirements

• High School diploma or equivalent required
• Minimum 1 year customer service experience preferred

Knowledge, Skill, and Ability Requirements Knowledge

• Ability to multitask and manage time efficiently
• Must be comfortable speaking one-on-one or with small groups, promoting all that the Emerald Grande and HarborWalk Village have to offer
• Exceptional customer service and interpersonal skills
• Exceptional computer skills
• Ability to handle multiple guests and operational demands with a high degree of professionalism
• Ability to work a flexible schedule including weekends, and holidays

Key Competencies

Key Competencies include strong work ethic, negotiating and closing, attention to detail, relationship builder, multi-tasker, problem analysis and solving, excellent communicator, confidentiality, and integrity. Adhering to our Core Values includes being guest-centric, teamwork, respect, pro-active, accountable, learning, and sustainable.

Language Skills

Must be able to speak, read, write, and comprehend the English language. Multilingual skills a plus. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Must have the ability to make change.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Other Qualifications

Open and operational seven days a week. Employees are required to be available as business demands.

License Requirements

Valid driver’s license that has been in effect for at least three years, with no major violations and no more than two minor violations in the past three years.

Rules and Regulations All employees must adhere to all safety rules and regulations required by local, State and Federal authorities, wear the appropriate personal protective equipment necessary to perform the job in a safe manner and will follow all safety rules per the Company’s Safety Policy.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms; talk or hear and taste or smell. The employee is frequently required to stand; walk and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The employee must be able to lift 5-15 pounds regularly, and over 15 pounds with assistance, upon occasion.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The physical environment requires the employee to work inside in a climate-controlled shop, and occasionally outside on the various guest decks in heat/cold, wet/humid, and dry/arid conditions.