Concierge - Corporate Las Vegas

Tao Group Hospitality•Las Vegas, NV

About The Position

The Concierge provides a high level of service through telephone and email interactions, building guest relationships and creating complete itineraries across Tao Group Hospitality brands. The role handles guest inquiries, reservations, guest profiles, updates, and requests while maintaining professional, accurate, and confidential communications. The Concierge works with venue teams, management, shared services, and specialty vendors to deliver a consistent guest experience and support the company’s strategic plan and brand standards. The position is based in a small to medium office environment and may also involve office, casino, nightclub, bar, lounge, and restaurant settings. It includes 5–25% local travel within the United States. The work environment may involve varying levels of noise, crowds, and smoke. Extended hours, irregular shifts, evenings, weekends, and holidays may be required. The role requires extended sitting and/or standing, moving quickly through work, and lifting or pushing up to 25 pounds, with or without assistance.

Requirements

High School Diploma preferred.
At least one year of customer service and multi-line telephone experience preferred.
Proficiency in Windows Microsoft Office.
Ability to write, read, and communicate verbally.
Strong problem-solving skills.
Excellent written and verbal communication skills.
Ability to work under pressure and meet deadlines.
Ability to maintain positive energy throughout the day.
Ability to read computer monitors and print legibly.
Ability to sit and/or stand for extended periods and move quickly through work.
Ability to push and lift up to 25 pounds, with or without assistance.
Ability to work effectively as part of a team and interact professionally and courteously with internal and external customers, managers, and co-workers.
Ability to maintain a high level of confidentiality.
Ability to handle a fast-paced, busy, and somewhat stressful environment.
Ability to work extended hours, irregular shifts, evenings, weekends, and holidays as required.

Nice To Haves

POS systems experience.
Oracle knowledge.

Responsibilities

Adhere to job standards and achieve higher than 90% on all shops.
Use proper verbiage, spelling, and grammar in all communications.
Build rapport with guests through positive, informative interactions and anticipate guest needs.
Effectively resolve problems while maintaining sincerity in difficult situations; alert management promptly to discrepancies or issues.
Respond to hotel email inquiries within 30 minutes.
Forward inquiries and credit card authorizations to the appropriate departments, including Marketing, Security, Restaurant, Catering, and Sales.
Email hourly reservation and guest-list updates to venue managers and executives.
Follow directions from the Executive Team and enter events in Venue Driver when requested.
Maintain knowledge of corporate office functions, departments, Tao venues, and amenities.
Use customer relationship management systems to organize tasks, assign leads, and develop guest profiles by recording notes for each interaction.
Create accurate reservations in Venue Driver and OpenTable, including guest contact details, time, date, minimum, special requests or allergies, and VIP notes.
Research guest history and provide venues with relevant background and profile information to support a seamless guest experience.
Prioritize daily requests so higher-tier guests receive attention first.
Ask detailed questions and resolve issues independently to reduce complaints.
Follow existing standard operating procedures and promptly adhere to new departmental policies.
Use sales techniques to upsell guests across the company’s nightclubs, restaurants, hotels, and other offerings, and develop custom itineraries.
Collaborate with colleagues on special projects and additional tasks.
Protect the privacy and confidentiality of sensitive guest issues, departmental information, and guest contact and credit card information.
Develop and maintain relationships with specialty vendors to provide extended services to highest-tier clients.
Work with hosts, managers, and shared services to ensure the company’s strategic plan and brand are consistently carried through.
Complete additional tasks as assigned.
Maintain a professional, neat, and well-groomed appearance in accordance with Company standards.