FOH Concierge - Blackberry Farm

Blackberry Farm•Aurora, IL

1d•Onsite

About The Position

The FOH concierge is responsible for ensuring that all guest activities, spa services, and dining times are booked correctly and that all guest requested expectations are met. You are also responsible for making sure we are hitting our budget goals each month which is based on activity sales of you and the team. Blackberry Farm and Blackberry Mountain, Relais & Châteaux properties located in the Great Smoky Mountains, continue the traditions of unparalleled hospitality and luxury that have always been the hallmark of the Blackberry brand. Combining land conservation, modern-day luxuries, and captivating natural setting, the two resorts create vacation experiences unlike any other. Activities abound at Blackberry Farm and Blackberry Mountain offering the opportunity for every guest to create an ideal experience to enjoy the properties and the region, whether they’re seeking the thrill of adventure, the relaxation of a spa immersion, or quality time around the table enjoying celebrated cuisine. A career at Blackberry means being surrounded by a welcoming and supportive team who strive each day toward common goals: legendary hospitality, memorable experiences and generational sustainability. From ensuring our guests have a memorable stay to providing renowned cuisine, Blackberry provides career-defining opportunities, a comprehensive benefits program, and the tools to explore and grow your career.

Requirements

High school diploma required
Must have valid drivers license
Basic math skills required
Must be able to exercise judgment and make decisions based on job knowledge and awareness of company goals
Must be able to listen carefully to guest requests and execute them in a timely manner
Must be able to sit or stand for long periods of time
Must be able to sit at a computer for long periods of time
Must be able to operate a company vehicle or golf cart

Nice To Haves

Hotel Front of House operations experience preferred
Ability to communicate well with guests and fellow staff
Non-verbal communication skills important
Must have excellent verbal & written communication skills

Responsibilities

Book activities, spa services and dining times for on property guests
Ensure arrival packets are reviewed each day for accuracy of itineraries
Execute arrivals and departures daily
Be a point of contact for guests at their arrival to inform them of special happenings during their stay and to answer any questions
Create unique and memorable experiences for our guests
Review traces daily and confirm information regarding amenities, meals afield, special requests, etc. with other departments
Audit activity and spa bookings to ensure accuracy from within our team
Communicate accurate guest information & preferences to other team members and departments
Meet with the Back of House Concierge Manager once a month for a FOH/BOH meeting to go over changes within the departments, updated/new policies and focus areas for the month
Audit off-property/on-property activities and ensure Lexus vehicles/golf carts are accurately booked.
Digest the resume and ensure packets reflect billing notes, special requests accurately.
Communicate to the rest of the FOH team by utilizing Beekeeper, Front Desk Pass-along notes, and sticky notes
Make customized activity recommendations to our guests by referencing the Activity Pace Report.
Confirm and create accurate billing for arrivals.
Ensure multi-bedroom homes are crisp, clean by updating billing information into Opera
Manage profile notes of the property. Remove unnecessary, outdated information and ensure new information is added correctly through the use of SOPS
Send out a daily FOH report consisting of resume breakdowns, pending departure transportation, vehicle (Lexus and golf cart usage) and any other applicable information.
Celebrate our guests by providing hospitable, personalized arrival experiences. Any guests with unclear celebration notes should be confirmed at arrival.
Ensure accurate itineraries, registration cards, and farm notes by doing the daily packet check. Any changes should be updated prior to the guest’s arrival to property.
Must comply with all company policies and procedures.
Regular and consistent attendance is required to fulfill the essential functions of this position.
Must be able to work well with other Team Members and managers, and interact with our guests.