Concierge

Otesaga Hotel.•Cooperstown, NY

9d•$19 - $21

About The Position

Concierge Attendants are the first personal point of contact between guests and The Otesaga Resort and Hotel. They answer inquiries, direct phone calls, coordinate travel plans and amenity requests, and monitor guest requests for housekeeping and maintenance. The role is expected to uphold the company culture and make guests feel welcomed and valued through personalized, professional service. The Concierge also conducts pre-arrival calls and resort history tours, recommends local restaurants and activities, helps arrange transportation and excursions, and coordinates with other departments to meet guest needs. The position may include Front Office Receptionist duties, monitoring food and beverage service in the VIP room, running errands, delivering items, handling guest complaints, and completing other tasks as directed by resort management. The role requires maintaining a clean and orderly desk and lobby, following resort standards and health, safety, hygiene, and dress-code policies, and communicating courteously with guests. Employees are expected to remain at the Concierge Desk, greet guests appropriately, avoid personal conversations in guests’ presence, and leave personal cell phones away from guest areas during company time. Work may take place in a moderate to loud environment and may require morning, evening, weekend, and holiday hours.

Requirements

High school diploma or general education degree (GED).
Positive phone demeanor and strong written and verbal communication skills.
Service-oriented mindset and ability to make guests 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 leading by example.
Ability to accurately describe and recommend local attractions and restaurants.
Basic math skills and ability to learn to operate the Springer Miller Host property management system (POS).
Ability to maintain a professional presentation and follow the company and department dress code.
Ability to clearly communicate verbally and in writing.
Ability to stand and/or move for extended periods of approximately 8 to 10 hours; twist at the neck and trunk; bend at the waist; stoop, kneel, or crouch; reach with hands and arms; handle objects and tools; operate service equipment and computers; lift, move, push, or pull up to 25 pounds independently and up to 50 pounds with assistance; and frequently ascend and descend stairs.
Close 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.
Offer restaurant and activity recommendations and assist guests in arranging transportation and excursions.
Conduct pre-arrival calls to offer arriving guests assistance with their needs.
Conduct historical tours of the resort and point out significant highlights and points of interest.
Receive and redirect mail, phone calls, packages, and similar items.
Ensure guest spaces and the lobby remain clean and tidy.
Liaise between guests and relevant departments, including the kitchen and housekeeping.
Anticipate guest needs and accommodate them to 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.
Help ensure smooth operation of the VIP room and monitor food and beverage service.
Maintain the proper uniform and adhere to the company and department dress code.
Handle guest complaints as efficiently as possible.
Ensure personalized service is offered to every guest.
Adhere to 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 appropriate salutation.
Refrain from personal conversations in the presence of guests and communicate professionally and courteously, avoiding slang and jargon.
Keep cell phones away from guests and do not use them on company time.
Perform other tasks as directed by resort management.