Hotel Concierge

Kalispel Tribe•Airway Heights, WA

23d•Onsite

About The Position

Summary of Functions: Provide information to guests on a wide variety of subjects. To assist guests, fellow associates and visitors with any reasonable request or need that will make their overall experience a memorable one. Ensure the highest level of guest satisfaction. Essential Duties and Responsibilities Ensures compliance with the Kalispel Tribe of Indians- Internal Controls, and Northern Quest Resort and Casino Policies and Procedures. Arrive early enough to ensure a smooth transition between shifts. Know the resort and its services in the most intimate of details. Have extensive knowledge of the Camas Club and its policies and procedures. Ensure that guest response process is being followed through on a daily basis. Extensive knowledge of the surrounding community and events. Provide anticipatory service in a thoughtful and intuitive way. Exhibit a genuine sense of interest and concern for the guest. Provide personalized recommendations for amenities, restaurants, and shopping. Create customized itineraries and packages. Daily follow through with the VIP and frequent guest programs. Monitor activity in the business center. Maintain a positive and upbeat attitude at all times and in all circumstances. Maintain a professional appearance at all times, including a clean and pressed uniform with nametag. Up sell guest on rooms, service, and amenities. Accurately completes required paperwork and maintain logs. Answer all telephones within three rings. Check guest who are waiting in line in and out at concierge desk in the lobby. Assist Front Desk and Bell Stand at peak times to ensure smooth check in and check out. Work closely with other departments and vendors. Be knowledgeable of all emergency procedures, fire alarm operations and OSHA regulations. Maintain an open and positive line of communication with all departments in the casino and resort. Knowledgeable of the property’s employee handbook. Be sure Concierge Desk in lobby is constantly clean and maintain a professional appearance. Handle any guest request efficiently and timely to the guest’s satisfaction. Be sure to make yourself easily accessible to guests. Maintain a high level of visibility in the lobby. Work closely with the Casino Hosts in the delivery of service to casino VIPs. Share information with other departments to facilitate their successful performance. Ensure guest confidentiality standards are followed. Responsible for maintaining a good attendance record. Ensure control/protection of company assets. May be required to be a panelist for the Internal Review Hearings. Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. This job description does not list all of the duties of this position. You may be instructed by management to perform other duties as assigned.

Requirements

High school diploma or general education degree (GED).
Minimum of two years hotel front office experience and/or one year concierge experience.
Must be computer literate with working knowledge of Microsoft programs and other computer software.
Ability to type at least 40 wpm. (Test Required)
Must have extensive knowledge of the hotel, casino, and the community.
Possess a friendly and outgoing personality, enjoys dealing with and be willing to provide a positive experience to guests, fellow associates and visitors.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Ability to deal with problems involving a few concrete variables in standardized situations.
Ability to maintain effective working relationships with department head and employees.
Excellent organizational, communication and interpersonal skills.
Ability to obtain and maintain a Kalispel Tribal Work Permit.
Work nights, weekends and holidays as required.
Requires the ability to lift and or/move objects weighing up to 50 pounds.
Constantly requires the ability to give and receive detailed information through verbal communication.
Constantly requires verbally expressing or exchanging ideas of important instructions accurately, loudly, or quickly.
Constantly requires working with fingers rather than the whole hand or arm.
Constantly requires repetitive movement of the wrists, hands and/or fingers.
Often requires walking or moving about to accomplish tasks.
Requires standing for sustained periods of time.
Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

Nice To Haves

Experience in a four star/four diamond hotel preferred.

Responsibilities

Provide information to guests on a wide variety of subjects.
Assist guests, fellow associates and visitors with any reasonable request or need that will make their overall experience a memorable one.
Ensure the highest level of guest satisfaction.
Ensures compliance with the Kalispel Tribe of Indians- Internal Controls, and Northern Quest Resort and Casino Policies and Procedures.
Arrive early enough to ensure a smooth transition between shifts.
Know the resort and its services in the most intimate of details.
Have extensive knowledge of the Camas Club and its policies and procedures.
Ensure that guest response process is being followed through on a daily basis.
Extensive knowledge of the surrounding community and events.
Provide anticipatory service in a thoughtful and intuitive way.
Exhibit a genuine sense of interest and concern for the guest.
Provide personalized recommendations for amenities, restaurants, and shopping.
Create customized itineraries and packages.
Daily follow through with the VIP and frequent guest programs.
Monitor activity in the business center.
Maintain a positive and upbeat attitude at all times and in all circumstances.
Maintain a professional appearance at all times, including a clean and pressed uniform with nametag.
Up sell guest on rooms, service, and amenities.
Accurately completes required paperwork and maintain logs.
Answer all telephones within three rings.
Check guest who are waiting in line in and out at concierge desk in the lobby.
Assist Front Desk and Bell Stand at peak times to ensure smooth check in and check out.
Work closely with other departments and vendors.
Be knowledgeable of all emergency procedures, fire alarm operations and OSHA regulations.
Maintain an open and positive line of communication with all departments in the casino and resort.
Knowledgeable of the property’s employee handbook.
Be sure Concierge Desk in lobby is constantly clean and maintain a professional appearance.
Handle any guest request efficiently and timely to the guest’s satisfaction.
Be sure to make yourself easily accessible to guests.
Maintain a high level of visibility in the lobby.
Work closely with the Casino Hosts in the delivery of service to casino VIPs.
Share information with other departments to facilitate their successful performance.
Ensure guest confidentiality standards are followed.
Responsible for maintaining a good attendance record.
Ensure control/protection of company assets.
May be required to be a panelist for the Internal Review Hearings.