Job Description

** Job Purpose:**

Under the general guidance of the Front Office Manager and Guest Services Manager, assist in ensuring information to guests and visitors regarding the hotel and its facilities and the surrounding area with its restaurants and attractions.

** Duties & Functions:**

• Provide information and assist guests prior to arrival and during their stay with: dining and nightlife recommendations/reservations, theater/musical productions, vehicle rentals, limo/transportation services, spa/salon services, sporting events, golf facilities, sport/athletic/outdoor activities, airlines/charter flights, directions

• Maintain complete knowledge of:

• all hotel offerings, services and hours of operation

• all hotel restaurant food concepts, menu, dress code and ambiance

• all hotel day/nightlife concepts, menu, dress code and ambiance

• all hotel room types/names, layout, amenities and locations

• all hotel room rates, special packages and promotions

• daily arrival & departure lists

• scheduled daily group activities, names and location of meeting/banquet rooms

• local events, attractions, holiday schedules

• Establish and maintain relationships with vendors and ensure information and resource materials are current to accommodate guest requests

• Inspects and maintains overall cleanliness and appearance of the Concierge desk

• Perform duties concerning check-in and check-out of guests when volumes warrant

• Responsible for all guest packages and incoming guest deliveries

• Process and notify guests and receipt of facsimiles, mail, messages, and packages

• Assist guests in sending mail, messages, and/or packages

• Maintain a thorough knowledge of the city and all its attractions

• Any other reasonable duties as assigned by the supervisor or manager

** ADDITIONAL RESPONSIBILITIES**

• Communicate effectively, both verbally and in writing, to provide clear direction to the venue teams.
• Communicate with employees using a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information.
• Remain calm and alert, especially during emergency situations and/or heavy restaurant activity, serving as a role model for team and other employees. Interact with other department personnel and venue staff as needed.
• Make decisions and take actions based on previous experience and good judgment, sometimes revising procedures to accommodate unusual situations.

** To be aware of and ensure constant compliance with all necessary operational policies including:**

• Health and Safety
• Food Hygiene
• Maintenance
• Emergency Procedures
• Liquor Licensing

** SUPPORTIVE FUNCTIONS**

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

• Attend mandatory meetings including divisional meetings, staff meetings, etc.
• Participate in community events and ensure corporate social responsibility goals of the company are met.
• Actively welcome, greet and check guests in.
• Utilize traditional software programs such as Microsoft Office (Word, Excel, Outlook, and PowerPoint), Micros, ADP, Open Table and any departmental specific systems used.
• Keep work area clean and organized.
• Ensure confidential documents are kept in a secured area.
• When disposing confidential documents that contain any personally identifiable information, they must be shredded or pulverized.
• Complete other duties as assigned by the Department Head.
• Demonstrate positive leadership characteristics, which inspire Team Members to meet and exceed standards.
• Ensure compliance with company’s policies and procedures.

** OTHER DUTIES**

Assimilate into the company’s culture through understanding, supporting and participating in all the company’s elements. Demonstrate working knowledge of the service standards.

Regular attendance in conformance with the standards, which may be established by the company from time to time, is essential to the successful performance of this position.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the property.

** SAFETY REQUIREMENTS**

Personal Protective Equipment (PPE) may be required when performing work duties that may have the potential of risk to your health or safety. The restaurant will provide the required PPE. Team members will be trained in the proper use and care of any assigned PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Manager.

Requires ability to lift large and heavy packages and boxes and to the ability to load and unload small and large boxes as needed. Must have ability to safely lift minimum of 50 lbs. without assistance and to push and pull up to 150 lbs. with appropriate equipment.

** GROOMING/UNIFORMS**

All employees must maintain a neat, clean and well-groomed appearance. Specific uniform guidelines and/or required articles of clothing will be explained to you as a part of the orientation process.

** OTHER**

Additional language ability preferred.

Qualifications

** SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY**

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Bachelor’s Degree preferred. High School Diploma or equivalent required
• One (1) to two (2) years in a public contact position, preferably in an upscale or lifestyle brand hotel
• An intermediate to proficient understanding of Computer systems such as: Opera, GoConcierge, HotSOS, Microsoft Word, Excel & Outlook is preferred
• Possess a gracious, friendly, and fun demeanor
• Ability to multitask, work in a fast-paced environment and have a high level attention to detail
• Maintain positive and productive working relationships with other employees and departments
• Ability to work independently and to partner with others to promote an environment of teamwork
• Must be able to stand or walk a minimum eight-hour shift.
• Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
• Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
• Must have excellent communication skills and be able to read, write, speak and understand English.
• Must be able to work inside and outside at all times of the year as needed, based upon business volumes.

Additional Information

All your information will be kept confidential according to EEO guidelines.