Concierge

Description

NAME OF ENTERPRISE: Buffalo Thunder Incorporated

JOB LOCATION: Hilton Santa Fe Buffalo Thunder Resort

REPORTS TO: Director of Front Office

DEPARTMENT: Hotel


FLSA STATUS: FLSA Non-Exempt

TYPICAL WORK SCHEDULE (DAYS/HRS PER WEEK): Varies based on business needs and assigned shift.

POSITION SUMMARY

The Concierge serves as an ambassador of the hotel by providing personalized assistance, information, recommendations, and services to hotel guests and patrons. The position provides information regarding hotel services, local attractions, dining, recreation, transportation, and other guest needs while responding to requests and concerns in a professional and courteous manner. Will be responsible to uphold exceptional standards of service consistent with AAA Four Diamond hospitality, while continuously advancing select service elements toward AAA Five Diamond standards.

The Concierge leads Concierge Level Services for the designated guest room floor, serving as the primary point of contact for Concierge Level guests and coordinating personalized services, amenities, special requests, and guest experiences.


The Concierge works closely with Front Office, Housekeeping, Food and Beverage, Guest Services, Security, Engineering, Casino Hosts and other departments to ensure exceptional service and timely resolution of guest needs.


KEY RESPONSIBILITIES

Guest & Concierge Service

• Greet guests promptly with a friendly and sincere welcome.
• Maintain professional appearance, conduct, and communication consistent with hotel standards
• Provide accurate information regarding hotel services, outlet hours, meeting rooms, local attractions, transportation, car rentals, airline shuttle service, and other guest needs.
• Maintain current knowledge of hotel facilities, services, local attractions, transportation, dining, entertainment, and other resources available to guests
• Arrange and confirm dining, recreation, entertainment, business, transportation, and other activities inside and outside the hotel.
• Conduct pre-arrival communication to VIP and top tier loyalty guests to ensure arrival process is seamless.
• Retrieve and deliver guest messages, mail, packages, facsimiles, and other items as requested.
• Escort VIP guests to accommodations and provide personalized assistance as appropriate
• Demonstrate effective teamwork and communication with all property departments
• Support the property's commitment to exceptional guest service and a welcoming environment for all guests.

Concierge Level Services

• Lead Concierge Level Services for the designated guest room floor and serve as the primary point of contact for Concierge Level guests.
• Provide personalized service and coordinate amenities, special requests, VIP services, and other enhanced guest experiences.
• Monitor the appearance, readiness, and overall guest experience of the Concierge Level and report service, housekeeping, maintenance, or safety concerns.
• Coordinate and facilitate food and beverage options on the concierge level by working closely with hotel banquet department.

Hotel Front Office Support

• Assist with VIP guest registration by entering and retrieving information from the hotel property management system.
• Assist with appropriate guest room selection based on guest needs and availability
• Prepare and issue electronic room keys and provide appropriate check-in material.
• Work with Lobby Representatives, Valet, Security, Casino Hosts, and Guest Service Agents as needed to support guest arrivals and departures.
• Assist with concerns involving rates, room conditions, hotel services, and other guest matters.
• Perform other duties as assigned.

REQUIRED QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES):

• High school diploma or equivalent preferred.
• Valid driver's license with an acceptable driving record and ability to meet company insurability requirements.
• Prior front desk, concierge, hotel, casino, or other hospitality experience preferred.
• Strong knowledge of hospitality practices that meet and exceed AAA Four/Five- Diamond levels.
• Ability to effectively interact with internal and external customers using patience, tact, diplomacy, and appropriate problem-resolution skills.
• Strong verbal and written communication skills and ability to listen effectively and communicate clearly in English.
• Ability to provide accurate information, make appropriate recommendations, and respond effectively to guest requests
• Ability to access and accurately input information using a moderately complex computer system
• Ability to exercise sound judgment, maintain composure, and respond appropriately to emergency situations and periods of high hotel activity.
• CPR certification and/or First Aid training preferred
• Ability to work evenings, weekends, holidays, and special events as scheduled.
• Must be 21 years of age.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT:

• Standing/walking approximately 70% of the shift; sedentary work approximately 30%.
• Ability to lift and carry luggage or guest items up to 50 lbs. with or without reasonable accommodation.
• Work is performed primarily indoors in a hotel environment with frequent interaction with guests, employees, vendors, and other visitors.
• Requires sufficient vision, hearing, communication, coordination, and mobility to perform essential job functions and respond appropriately to guest and emergency situations.

DISCLAIMER STATEMENT: This job description lists the major duties and responsibilities required of the employee. An employee may be required to perform tasks other than those listed to meet business needs.