Lead Concierge

Stock Farm Club•Hamilton, MT

12h•Onsite

About The Position

Assists Members and Guests by providing personalized services, including making dining, event, transportation, and other reservations; recommending activities and amenities; and offering general information and support related to Club services, operations, and programs. This position also assists the Director of Lodging and Transportation directly with billing membership for the services ordered, training all other Concierge positions hired, being the primary contact to Shuttle Drivers, as well as helping communicate and solve issues with other Concierge employees. This position works alongside the Director of Lodging and Transportation to coordinate, organize, and maintain the overall function of the Concierge desk.

Requirements

High school diploma or equivalent.
Proficient in the use of Microsoft Office (Word, PowerPoint, Excel).
Proficient in utilizing Club Essentials to accurately process and reconcile Member and Guest charges for services rendered, including shuttle transportation, gratuities, service charges, and other related transactions, while ensuring complete and accurate documentation and recordkeeping.
Knowledge of and ability to use reservation system software.
Ability to adapt to technological changes.
Ability to follow written and oral directions.
Ability to multi-task, prioritize responsibilities and to work independently.
Ability to follow standard operating procedures and to work quickly and efficiently.
Ability to maintain personal hygiene.
Ability to be flexible and adaptable in highly fluid and dynamic environment.
Ability to communicate effectively orally and in writing with diverse audience.
Ability to work with a team and interact with others in a professional and courteous manner.
Ability to maintain the confidentiality of Stock Farm Club and member and guest information.
Ability to maintain professionalism and image of the Stock Farm Club.
Must be at least 25 years of age to meet auto insurance requirements.
Must be able to pass employment background check and motor vehicle record checks.
Must possess valid driver’s license in accordance with the laws of the State of Montana; must be insurable under the company’s auto insurance policy.
Must be able to work variable schedule or irregular hours to include last-minute scheduling needs/changes and working split shifts based on needs of the Club operations and scheduled events.
Must be able to work holidays, weekday, weekend, and evening/late evening hours as required.
Ability to work outside in adverse weather conditions as needed and to walk on uneven ground.
Ability to perform same-day travel on Stock Farm Property and within local geographic region.

Nice To Haves

2 years of hotel guest/concierge services and experience working in a private club.

Responsibilities

Provides specific information to Members/Guests/callers regarding Stock Farm Club, operations & activities, community and local attractions, as well as recreational opportunities
Maintains a thorough knowledge of local activities, community and Club events, attractions, and points of interest throughout Hamilton, the Bitterroot Valley, Missoula, and Western Montana, while preserving accurate and up-to-date reference materials and records to support member and guest inquiries.
Greets Members and Guests in a professional, friendly, and courteous manner, ensuring a positive arrival and departure experience by efficiently managing check-in and check-out procedures.
Answers telephone calls and retrieves voicemails from multi-line phone systems; takes messages and refers/transfers calls as appropriate.
Performs all start-of-shift and end-of-shift duties and opening/closing activities required for the position.
Maintains reservation logs for dining facilities and special events; maintains accurate and up-to-date records for use by Member Services, Food & Beverage, and Events departments.
Maintains and regularly updates Concierge Club activity information book.
Coordinates and facilitates Member and Guest activity and service requests with appropriate departments and/or community partners; provides assistance with babysitting, pet sitting/pet walking, and similar personal services.
Provides variety of business services to Members/Guests such as receiving/shipping packages, faxing/ printing needs, and assistance with Club webpage and app logins/accounts.
Maintains a comprehensive knowledge of Stock Farm Club properties and destinations, local and regional airports, and frequently requested locations to effectively assist Members and Guests with transportation, directions, and travel arrangements.
Distributes tickets/admission materials for specific events attended by Members/Guests.
Coordinates and organizes any transportation requests for Members/Guests.
Enters all transportation requests into Formstack forms.
Creates calendar appointments in Outlook Shuttle Calendar and adds all relevant shuttle information within the notes of that specific appointment as well as attaching submitted Formstack forms.
Coordinates, communicates and assigns Shuttle Drivers for transportation requests submitted.
Communicates professionally, respectfully, and with attention to detail with Shuttle Drivers via phone and email.
Communicates professionally with Members and Guests via email to confirm transportation arrangements, including shuttle schedules, pickup details, and driver information.
Assists in training all other Concierge positions hired.
Assists in running appropriate errands for members/guests to include pick-up and delivery of items.
Assists Director of Lodging & Transportation with distributing lodging/rental keys, check-in packets and reservation system night audits.
May assist in obtaining and recording credit card information to include Club wide communications for large events about Temporary Account Numbers associated with the specific occasion.
May assist Food & Beverage team in preparation of menu inserts and communication materials.
May assist in the creation and distribution of Member-oriented correspondence and communications.
May serve as Shuttle Driver as needed to support transportation reservation schedule/operations.
May perform other related duties as assigned.