Concierge

Otesaga Hotel.•Cooperstown, NY

19d

About The Position

Concierge Attendants are the first point of personal contact between guests and The Otesaga Resort and Hotel. They answer inquiries, direct phone calls, coordinate travel plans and amenity requests, and monitor requests for housekeeping and maintenance. They uphold the company culture and help guests feel welcome and valued by providing attentive, personalized service. The role includes greeting guests, making recommendations, arranging transportation and excursions, conducting pre-arrival calls and historical resort tours, and serving as a liaison between guests and resort departments. Concierges also assist with guest errands and unusual requests, maintain the lobby and concierge area, support VIP room operations, handle complaints, and perform Front Office Receptionist duties when needed. Employees are expected to follow resort standards, maintain a professional presentation and courteous communication, and comply with health, safety, and hygiene policies. The position requires standing or moving for approximately 8 to 10 hours, regularly lifting, moving, pushing, or pulling up to 25 pounds independently and up to 50 pounds with assistance, and frequently using stairs. Work may take place in a moderate to loud environment. Shifts may include mornings, evenings, weekends, and holidays.

Requirements

High school diploma or general education degree (GED).
Positive phone demeanor and superior written and verbal communication skills.
Service-oriented mindset and ability to make every guest feel valued.
Knowledge of basic office equipment, including printers, scanners, and copiers.
Strong organizational skills and attention to detail.
Competence with Microsoft Office, including Word, Outlook, and Excel.
Positive attitude and willingness to work as part of a team.
Ability to work nights, weekends, and holidays as required.
Excellent organization and time management skills.
Ability to set a positive tone and demonstrate a strong work ethic by example.
Ability to accurately describe and recommend local attractions and restaurants.
Basic math skills and ability to learn to operate Springer Miller Host, the property management system (POS).
Ability to maintain a professional presentation and follow the company and department dress code.
Ability to stand and/or move for approximately 8 to 10 hours, twist, bend, stoop, kneel, or crouch, and frequently reach and handle objects, tools, service equipment, and computers.
Ability to regularly lift, move, push, or pull up to 25 pounds independently and up to 50 pounds with assistance, and frequently ascend and descend stairs.
Close vision and color vision.

Nice To Haves

Experience in the hospitality or service industry is preferred but not required.

Responsibilities

Answer phone and email inquiries from potential guests in a timely and respectful manner.
Greet guests and visitors warmly and make them feel welcome and attended to.
Recommend restaurants and activities and assist guests with arranging transportation and excursions.
Conduct pre-arrival calls and offer assistance with guests’ needs.
Conduct historical tours of the resort and point out significant highlights and points of interest.
Receive and redirect mail, phone calls, packages, and other items.
Keep guest spaces and the lobby clean and tidy.
Act as a liaison between guests and resort departments, including the kitchen and housekeeping.
Anticipate guest needs and provide an exceptional guest experience.
Arrange replacement of items lost by travelers.
Pick up and deliver items or run errands for guests.
Maintain informational brochure inventory and order new stock as needed.
Carry out unusual requests, such as searching for hard-to-find items.
Perform Front Office Receptionist duties when needed.
Ensure smooth operation of the VIP room and monitor food and beverage service.
Maintain the proper uniform and adhere to company and department dress codes.
Handle guest complaints as efficiently as possible.
Offer personalized service to every guest and adhere to all Otesaga standards and practices.
Maintain a clean and tidy work area and comply with health, safety, and hygiene standards and policies.
Remain at the Concierge Desk and initiate greetings with guests using the proper salutation.
Communicate with guests professionally and courteously, avoiding slang and jargon; refrain from personal conversations in guests’ presence.
Keep cell phones away from guests and do not use them during company time.
Perform other tasks as directed by resort management.