Meeting Concierge | Full-Time

Omni Hotels & Spas•Champions Gate, FL

7d•Onsite

About The Position

The Meeting Concierge is to provide daily support to all in-house group guests (express groups, catering groups) and meeting planners. A sense of urgency will be a critical responsibility for that position. A “do it right now” attitude should be always projected. The Meeting Concierge is to present a friendly attitude, excellent listening abilities, and pleasant body posture always and is knowledgeable and helpful in assisting guests. Maintain professional uniformed attire, to include jewelry and dress shoes (no tennis shoes, open toed, clogs, or mules). Presence on the convention floor begins at 6 am and times may change based upon group requirements. Overcoming guest challenges and complaints in a calm collected manner by LISTENING to the guest and projecting the highest ability in solving problems. The Meeting Concierge will be responsible for obtaining, understanding, and utilizing daily information such as reader board information, daily event sheets, group resumes, BEO’s and Diagrams, arrival/departure manifests, and special arrangements (e.g., VIP arrivals, limo services, guest speakers). The Meeting Concierge will also be capable of understanding confidential group information (BEO’S, pricing, room rate, and guest room numbers), but should not share any BEO or resume information prior to contacting the manager. Responding to guest and meeting planner needs in a timely fashion and following up with all guests after attending to their problem to ensure the resolution meets their expectations. Communicating all necessary information to hotel departments in a timely and accurate manner via Nextel, email, and/or telephone. Providing a daily report to the Hotel (Recap) of any guest service issues. Providing information on guest services as well as meeting rooms benefits and features (e.g., wireless internet, complimentary cyber café, business center). Should be aware of the hotel location in relation to all attractions, such as Disney, Universal, Sea World, restaurants, etc., and have pre-printed directions to the most common asked-about locations. Encouraging and promoting reservations and visits to hotel outlets by being aware of and recommending "favorite or popular" menu items or offerings, suggestive selling, and creating demand. Strong emphasis on promoting Morsels as a great quick stop. Providing information on resort health club and spa, recreation facilities, and all golf facilities including the David Leadbetter Academy. Being aware of hotel fire safety procedures and fire routes.

Requirements

Excellent Customer Service
Able to multitask in a fast-paced environment
Proficiency in Microsoft Office: Word, Excel, PowerPoint, Outlook
Able to stand or walk for long periods of time

Nice To Haves

Previous Experience in a Four Diamond or Luxury Hotel/Resort environment preferred
Previous Convention Service experience preferred

Responsibilities

Provide daily support to all in-house group guests and meeting planners.
Maintain a sense of urgency and a “do it right now” attitude.
Be alert and attentive to guests’ needs, understanding that the image projected represents the total hotel.
Present a friendly attitude, excellent listening abilities, and pleasant body posture.
Be knowledgeable and helpful in assisting guests.
Maintain professional uniformed attire.
Be present on the convention floor starting at 6 am (times may change based on group requirements).
Overcome guest challenges and complaints calmly by listening and solving problems.
Obtain, understand, and utilize daily information including reader board, event sheets, group resumes, BEO’s, diagrams, arrival/departure manifests, and special arrangements.
Understand confidential group information (BEO’s, pricing, room rate, guest room numbers) and not share prior to contacting the manager.
Respond to guest and meeting planner needs in a timely fashion.
Follow up with guests after problem resolution to ensure expectations are met.
Communicate necessary information to hotel departments accurately and timely via Nextel, email, and/or telephone.
Provide a daily recap report of guest service issues.
Provide information on guest services, meeting room benefits, and features.
Be aware of the hotel's location relative to attractions and have pre-printed directions.
Encourage and promote reservations and visits to hotel outlets through suggestive selling.
Promote Morsels as a quick stop.
Provide information on resort health club, spa, recreation, and golf facilities.
Be aware of hotel fire safety procedures and fire routes.