Lodge Concierge

Turning Stone Enterprises•Verona, NY

About The Position

The Concierge at The Lodge provides personalized guest service by coordinating reservations, transportation and travel arrangements, recommending local attractions and activities, answering questions, and fulfilling special requests. The role maintains a visible presence in the hotel lobby to greet guests and proactively offer assistance, while supporting the Front Desk Supervisor and Receptionists with daily activities. The Concierge is expected to know The Lodge’s amenities, local destinations, and the LMS system, and to maintain professional relationships with vendors and resort departments. Responsibilities also include providing personalized service to VIP guests, preparing itineraries, escorting guests to their suites, and following up after the escort. The position requires sound judgment when issuing complimentary goods and services and a commitment to exceptional, friendly, and professional service.

Requirements

Excellent interpersonal and written communication skills.
Four to five years of experience working in a guest service environment.
Two years of experience in a hotel or resort setting.
Knowledge of the local area, attractions, and restaurants.
Proficiency in computer applications, including Microsoft Word, Microsoft Excel, and online navigation.
Ability to multitask and handle stressful situations.
Ability to stand, walk, and sit for extended periods and lift up to 100 pounds.

Nice To Haves

Associate of Science or Bachelor of Science degree.

Responsibilities

Coordinate guest services, including reservations, transportation and travel arrangements, leisure and entertainment recommendations, and answers to guest questions.
Maintain a visible presence in the hotel lobby’s Front Desk area to greet guests and proactively offer assistance.
Provide superior, personalized service to Lodge guests and go beyond required duties when appropriate.
Support the Front Desk Supervisor and Receptionists in their daily activities.
Ensure package components and other special guest requests are taken care of.
Maintain thorough knowledge of the LMS system and stay current with system upgrades.
Maintain professional relationships with outside vendors, Casino Credit Hosts, Club Two One Concierge, Golf, and Skana Spa to communicate guest needs and requests.
Provide warm, friendly, and professional service to VIP guests; prepare personalized itineraries, escort guests to their suites, and follow up with a courtesy call and contact information.
Stay informed about area events, entertainment, and popular local destinations, particularly upscale options, and make recommendations.
Use sound judgment when issuing complimentary goods and services and avoid any perception of a conflict of interest.
Know the Resort’s restaurants, spa services, golf courses, gaming departments, retail shops, and other amenities, and suggest reservations for dining, entertainment, and services.