Hotel Concierge

San Manuel • Highland, CA

2d

About The Position

Under the direction of the Supervisor Front Desk, the Concierge consistently elevates guest satisfaction by delivering Best in Class service and creating memorable experiences for guests at every opportunity. Designs and coordinates experiences pertaining to dining, hotel, entertainment, transportation, and special event reservations, while meeting Forbes Travel Guidelines. Partners closely with other departments to anticipate guest requests and extend appreciation for guest loyalty through personalized service.

Requirements

• High School Diploma or equivalent required.
• Minimum of four (4) years’ customer service experience required. Upscale hotel experience preferred.
• Must have schedule flexibility including evenings, weekends, holiday shifts and overtime when needed.
• Ability to identify and prioritize issues.
• Excellent organizational skills.
• Strong interpersonal skills.
• Excellent telephone etiquette and verbal and written communication skills required.
• Must possess friendly and outgoing demeanor.
• Must have ability to multi-task.
• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• No Driving Responsibilities: Role does not require a driver’s license or insurance.

Nice To Haves

• Upscale hotel experience preferred.

Responsibilities

• Provides the highest services standards to guests during all interactions. Initiates and responds to in-person and phone contact with guests to ensure all reservations for hotels, special events and entertainment are executed efficiently. Assists guests with booking changes and inquiries regarding reservations. Communicates effectively to guests in a high call volume setting. Ensures guest information is updated and accurate at all times; verifies addresses, phone numbers, email, guest profiles and preferences. Reviews daily arrival report in order to identify special requests. Works closely with VIP Services and Player Development teams to ensure all guests and Casino needs are met.
• Provides excellent service by addressing and resolving guest concerns with immediate and exemplary solutions, going above and beyond to recover any service opportunities and exceed guest expectations. Maintains proper record keeping for guest accounts. Graciously provides information about hotel offerings and local surroundings to enhance guest experience.
• Safeguards confidential nature of guests, department, and enterprise data; adheres to all health and safety policies and procedures set by enterprise.
• Reports all maintenance issues pertaining to facilities via internal systems and reports all guest requests to Supervisor/Manager on Duty as needed. Ensures follow up to confirm timely completion and resolution.
• Contributes to environment which motivates employees to collaborate, learn, perform, and develop their skills. Completes regular customer service and safety training to keep certifications current as needed.
• Performs other duties as assigned to support the efficient operation of the department.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED