Lead Concierge

Four Seasons Hotels and Resorts • Vail, CO

280d • $28

About The Position

The Lea Concierge is a central part of the Front Office Team and supports the daily operations of the Concierge team while acting as the Concierge on duty. The Lea Concierge is highly connected to what is happening in and around the Vail area, with a strong network of professionals who can enhance the guest's experience. The Lea Concierge is responsible for curating exceptional itineraries and communication through thoughtful planning and execution, utilizing multiple vendors and service providers, to achieve high levels of guest engagement. Also ensures that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current. They must know what activities are available in the area (theatre, sports, special events, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests. Keeps team informed and leads by example.

Requirements

• Minimum 2-4 years of experience in a similar role, in a luxury hotel setting preferred.
• Requires the ability to multi-task on several items at once.
• Working knowledge of computer systems, hotel operating systems and experience with Microsoft Suite, OPERA/Concierge Smart preferred.
• Knowledge of Vail and the surrounding communities.
• Ability to serve as a departmental role model or mentor; ensure employee compliance with company standards and policies and external regulations.
• Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
• Fluency in English is required for this location and this job requires applicants to have current work authorization in the United States. Ability to speak Spanish a plus.

Responsibilities

• Responsible for supporting the Concierge team in proposing, curating, and leading a robust and high-end compilation of information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
• Leads concierge team in daily responsibilities, role assignments, and guiding prioritization.
• Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons' policies.
• Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible and resolving customer complaints.
• Assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, and directions.
• Responds to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or contacting appropriate individual or department (e.g., Bell Attendant, Housekeeping) as necessary to resolve guest call, request, or problem.
• The Lea Concierge may be responsible for assisting with Front Office or Bell Stand duties as needed.
• Ensures standards are being met, guest satisfaction is high and responds to all guest requests in an accurate and timely manner.

Benefits

• Wage is $28.57 per hour + Commissions
• Winter Season Lifestyle Benefit
• Merchant Pass and Eco Passes Available
• 401k participation with company matching program
• Competitive Benefits: Medical, Dental and Life Insurance
• Discounted travel with discounted F&B and Spa Services at Four Seasons Hotels and Resorts Worldwide.
• Employee Cafeteria available for meals.
• Complimentary dry cleaning of uniforms.
• Be yourself and become a member of a work family that cares about you and invests in your development.
• Employee engagement at all levels; where your thoughts and ideas are not only heard but actioned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Accommodation