Concierge - Hotel Operations

Hard Rock Hotel & Casino Ottawa•Bristol, TN

2d•$14 - $19•Onsite

About The Position

The Concierge is responsible for assisting guests in arranging dining, entertainment, sports, transportation, and other services during their stay. This position is instrumental in creating an environment and executing service that blows our guests away. The Concierge must continually seek opportunities to create memories by anticipating needs, exceeding expectations, and building relationships.

Requirements

High School Diploma or equivalent education required
Minimum experience in a four star/four Diamond hotel guest services department.
Must obtain and maintain all licenses / certifications per Federal, State, and Gaming/Lottery regulations.
Must successfully pass background check.
Must successfully pass drug screening.
Must be able to work nights, weekends, and holidays.
Ability to deliver a service level which creates an atmosphere that makes our guest want to return, giving each guest a positive, memorable entertainment experience.
Commitment to routinely go above and beyond in the accomplishment of position responsibilities in effort to play a role in the achievement of organizational goals.
Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
Must possess strong communication and listening skills.
Must have a friendly and outgoing personality.
Ability to be punctual and meet deadlines.
Must possess excellent organizational and multi-tasking skills.
Must possess excellent time management skills.
Ability to comprehend and use basic language, either written or spoken, to communicate information and ideas.
Ability to read, comprehend, and write simple instructions, short correspondence and memos.
Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (LMS, Sabre/SYNXIS, Delphi, SUN, etc.).
Ability to effectively deal with internal and external guests and team members, some of whom will require high levels of patience, tact, and diplomacy.
Fluency in English

Nice To Haves

Additional languages preferred.

Responsibilities

Develop and maintain thorough knowledge of area restaurants, bars, clubs, shows, concerts, sporting events, and retail.
Assist guests in arranging services and reservations, including dining, entertainment and sports, attractions, transportation, flowers and gifts, formal wear rental, babysitting services, office services, medical services, personal services, and banking services.
Utilize the property management system to run daily reports and block any special requests.
Reconcile transactions at the end of each shift, cash out, and maintain a balanced bank.
Work closely with the Valet Bell Services team to coordinate the efficient handling of luggage and follow up on guest requests, inquiries, etc.
Greet guests in all public areas of the property; answer questions, handle requests, and offer directions, as needed.
Work with the Hotel Operations Manager regarding hotel business to keep them informed.
Maintain positive and professional communication with all staff.
Provide recognition to others, including co-workers, supervisors, managers, and directors.
Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
Ensure a healthy and safe work environment for co-workers and guests.
Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
Promote property outlets to guests.
Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
Resolve guest complaints using property procedures.
Create a positive environment in which all team members have the ability to maximize their potential.
Listen to comments, criticisms, and feedback from guests, team members, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
Work as a team, helping all team members to complete the required activities that ensure we deliver Amplified Service.
Participate in Sound Check meetings on each shift.
Always smile and offer a warm greeting to all.
Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
Take initiative to offer assistance throughout the property.
Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
Perform additional duties as requested by department managers and supervisors.
Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
Coordinate operations with other departments, as needed.
Present a professional image to team members, guests, clients, owners, and investors.
Review and develop guest history records to enhance personalized service for repeat guests.
Maintain confidentiality of guest, team member, and company information.
Operate ethically to protect the Hard Rock brand.
Other duties as assigned.