Concierge

Scope of Position

The Concierge is responsible to provide information to guests, answer questions or make arrangements for dining, entertainment, sports events, recreation, tours, health and beauty services, child care, transportation, religious worship, cultural activities, shopping, floral services, and other services. He/she will lead and train concierge staff on established programs and procedures. The Concierge will act as a liaison with local businesses and attractions to ensure guest satisfaction.

Position Requirements

• Professional demeanor appropriate for a luxury environment.
• Minimum 1 year of Concierge experience in a hotel or equivalent.
• Association with Les Clefs dOr preferred.
• Knowledge of Gold Key and iConcierge preferred.
• Possess outstanding guest services skills.
• Handle a multitude of tasks in an intense, ever-changing environment.
• Excellent telephone etiquette skills and strong interpersonal relationship skills.
• Extensive knowledge of the South Florida area.
• Able to motivate fellow Associates.

Responsibilities

• Approach all encounters with guests, employees, and members in a professional and personalized manner.
• Keep accurate records of all arrangements made regarding transportation, dining, etc.
• Answer questions concerning hotel facilities, meeting rooms, or events. Provide directions.
• Coordinate activity reports to track reservation bookings.
• Maintain good relationships with contacts both inside and outside of the resort.
• Process and notify guests of receipt of facsimiles, mail, messages, and packages.
• Coordinate with Guest Services Manager and Front Office Manager regarding any special needs of resort guests.
• Offer to handle special arrangements during guest stay.
• Coordinate and arrange future visits.
• Maintain database of guest preferences, habits, and special dates.
• Build rapport with VIPs, members, distinguished visitors.
• Assist with additional Front Office and VIP Services tasks.
• Oversee supplies inventory levels.
• Actively participate in daily briefings and meetings.
• Ensure safety and confidentiality of all matters pertaining to guests and members are met in accordance with resort standards.
• Lead and train concierge staff in established programs and procedures.
• Perform any other reasonable duties as required by management.

Education

• High School diploma or equivalent; 2 years experience in guest services, front desk, housekeeping or related professional area. A 2 year degree from an accredited university in Hotel and Restaurant or Hospitality preferred.

Skills and Abilities

• Able to communicate in the English language. Second language is a plus.
• Strong problem solving and analytical abilities.
• Able to meet deadlines and work under pressure.
• Experience using computers and software programs such as Microsoft Office (Word, Excel, and Outlook).
• Able to work flexible schedules including holidays and weekends and able to perform multiple tasks.

Physical Requirements

• Intermittently twist to reach equipment or supplies surrounding desk.
• Use telephone and computer keyboard on a daily basis.
• Must be physically fit in order to lift, pull and push items up to 50 pounds.
• Also requires standing/walking/reaching and bending throughout shift.