Concierge

Essential Functions: * Greet guests with a friendly and sincere welcome, respond promptly with accurate and creative suggestions to meet their needs
* Make arrangements for guests upon request and confirm the activities
* Strong judgement skills, and the ability to prioritize many requests
* Resolve guest challenges quickly

Use a clear and articulate speaking voice with proper verbiage. Exercise judgement while handling guest inquiries, and respond promptly with accurate and thorough information according to the individual needs of guests. Appropriately arrange and confirm recreational, dining, and/or business activities for both inside and outside the property.

Promptly answer phones using a positive and articulate speaking voice with proper verbiage. Exercise judgement while handling guest inquiries, and respond promptly with accurate and thorough information according to the individual needs of guests. Appropriately arrange and confirm recreational, dining, and/or business activities for both inside and outside the resort.

Keep detailed and accurate records of all guest interactions and requests through daily paperwork and log sheets. Handle guest mail and small packages, leaving messages when necessary.

Constant upkeep of all desk resources, including refilling brochure rack, making copies of flyers when low, and keeping desk organized and clean. Update all information at desk to keep current and up to date, including revising disks and master copies, as well as informing fellow Concierges through the Diary, Flyers and Announcements, and Memo Book.

Resolve guest challenges, conducting thorough research to develop the most effective solution for the guest. Listen and extend assistance in order to resolve challenges quickly and efficiently, using experienced judgement and discretion.

Perform Business Centre functions according to guest requests after normal business hours, including sending and receiving facsimiles, making photocopies, and performing basic computer functions.

SPECIFIC JOB KNOWLEDGE, SKILL & 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, using some other combination of skills and abilities.

• Individuals must posses and demonstrate the ability to interact with all guests, internal and external, effectively with tact and diplomacy in line with property's service standards.
• Ability to effectively deal with internal and external guests, some of whom may require high levels of patience, tact, and diplomacy in an effort to diffuse anger and/or collect accurate information to resolve challenges.
• Ability to suggest a wide variety of local and statewide attractions for guest entertainment, as well as ability to give accurate and clear directions.
• Basic mathematical and calculator skills to prepare simple calculations without error.
• Ability to listen to, speak, and write English effectively and clearly.
• Ability to accurately access and input information using a moderately complex computer system.
• Ability to stand or sit for long periods of time, as well as constant bending, stooping, and extending of arms.
• Hearing and visual ability to observe and detect signs of emergency situations.
Required Skills:

Required skills:
* Ability to deal with internal and external guests
* Vast knowledge of the statewide attractions and the ability to match attractions with guests desires
* Basic mathematichal skills
* Strong written and oral communication skills
* Able to stand or sit for long periods of time

QUALIFICATION STANDARDS:

EDUCATION:
Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities.

EXPERIENCE:
Prior Customer Service experience required. Prior Front Desk, Concierge, or other hospitality experience preferred. Candidate must have a strong knowledge of the surrounding area and all recreational, hospitality and business related information. Le Cles D'Or preferred.

GROOMING:
Highly professional appearance, ability to maintain a neat, clean and well-groomed appearance (specific standards available).