Concierge - Corporate Las Vegas

Concierge Position

The position of Concierge is responsible for providing the highest level of service at all times. Guest interactions are via telephone and email communication. The Concierge will focus on building the guest relationship with complete itineraries encompassing as many Tao Group brands as possible.

Essential functions of the position include, but are not limited to:

• Adhere to all job standards set in place and continuously receive higher than 90% on all shops
• Use proper verbiage, spelling, and grammar in every communication
• Build a rapport with guests with positive, informative interactions and by anticipating guest needs to keep them coming back to the venues
• Problem solve effectively while maintaining sincerity in difficult situations
• Be proactive and alert management immediately with any discrepancies or issues
• Respond to email inquiries from hotels within 30 minutes
• Forward inquiries or credit card authorizations to the correct department: Marketing, Security, Restaurant, Catering and Sales, Nightclub
• Email hourly reservation and guest list updates to venue managers and executives
• Follow all directions from the Executive Team
• Input events in Venue Driver when requested
• Knowledgeable of entire corporate office functions and departments
• Maintain knowledge of Tao venues and amenities to accurately answer any questions
• Use customer relationship management systems to accurately organize tasks, assign leads, and develop guest profiles by inputting notes for each guest on every interaction
• Accurately create reservations in Venue driver and Open Table with guest's contact information, time, date, minimum, special request/allergies, and VIP notes
• Research guest history and proactively provide the venue with any background and pertinent profile information necessary to create a seamless experience for the guest
• Prioritize high volume of daily requests to ensure higher tier guests are taken care of first
• Ask detailed questions to minimize the volume of complaints by resolving issues independently
• Follow all existing standard operating procedures in place and adhere immediately to all new policies that are added to the department
• Utilize sales techniques to upsell guests to the company's portfolio of nightclubs, restaurants, hotels, etc., and develop a custom itinerary for each guest
• Be a team player and work well with colleagues to assist with special projects and additional tasks
• Maintain privacy and confidentiality on any sensitive guest issues, departmental information, and guest information including contact and credit card numbers
• Develop and maintain relationships with specialty vendors to provide extended services to highest-tier clients
• Interact with hosts, managers, and shared services to oversee the company's strategic plan and brand is being carried through consistently
• Assist and/ or complete additional tasks as assigned

Education/working knowledge:

• High School Diploma preferred
• Minimum of one plus (1+) years of customer service and multi-line telephone experience preferred
• 21+ years of age
• Proficient in Windows Microsoft Office, POS systems, Oracle knowledge preferred

Skills / physical demands / work environment / schedule:

• Must have strong problem-solving skills
• Excellent written and verbal communication skills required
• Ability to work under pressure and meet deadlines
• Must have good positive energy throughout the day
• Must be able to read the computer monitors and print legibly
• Must be able to sit and/or stand for extended periods of time
• Must be able to move quickly through work and set the pace in the office
• Must be able to push and lift up to 25 lbs.
• Small to medium office environment
• Office, casino, nightclub, bar, lounge, and/or restaurant
• 5-25% local travel (United States)
• Work in an environment that is subject to varying levels of noise, crowds, and smoke, the severity of which depends upon the guest volume
• May work extended hours, irregular shifts, evening and/or weekend shifts, and holiday work may be required
• Maintain a professional, neat, and well-groomed appearance adhering to Company standards
• Must be effective as part of a team; ability to interact with internal and external customers, managers, and co-workers in a professional, courteous manner
• Ability to maintain a high level of confidentiality
• Ability to handle a fast-paced, busy, and somewhat stressful environment