A Concierge provides special assistance and courtesy services to guests and patrons at a hotel or club. Greets and provides services for building residents or tenants. Arranges reservations, purchases tickets, answers questions and responds to customer requests.
The Concierge Agent is responsible for assisting in the operation of the Lobby Concierge when the Concierge Supervisor is not available. The individual must be able to provide information to guest inquiries and coordinates all guest requests for special arrangements or services, courteously and efficiently such as: transportation, travel, spa services, restaurant reservations, and special amenities. The Concierge Agents' purpose is to ensure that the level of service provided to the guest is highly individualized and that each guest feels that their comfort and convenience are the principal concerns of The Gasparilla Inn.
Job Duties:
Adheres to the Gasparilla Inn's 4 Steps to Memorable Service. Exhibit's the Gasparilla Inn's Core Values. Thorough knowledge of property, space, capacities, room rates, special packages and promotions. Enhance the guest experience by creating and maintaining a warm, inviting, and professional environment. Welcome current/prospective guest and their guests with courtesy, poise and professionalism (stand, greet, eye contact, firm handshake, etc.). Personalize each interaction to maximize the customer experience. Handles all incoming inquiries and transfer to the appropriate party. Act as liaison between customers, guests, and all Gasparilla Inn associates. Actively seek ways to resolve issues or concerns with customer and business needs in mind. Diffuse and redirect difficult situations while maintaining decorum; apply common sense and judgment to work problems. Project warmth, care, and concern for all, along with proper etiquette. Maintain an organized and inviting desk. Complete all paperwork correctly. Complete all data entry/computer requirements accurately on a daily basis. Proofread and review all documents and reports to ensure error-free work. All other duties as assigned.
Working Conditions and Assignments:
This job operates in a high-end hotel and is administrative in nature. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is occasionally required to sit; bend, kneel. The employee must frequently lift and/or move items up to 10 pounds and must occasionally lift or move items over 60 pounds. This position is full time and regularly requires early morning, late night and weekend shifts.
Acknowledgement:
By signing below, I have reviewed and received a copy of this job description. I understand all the items on this job description and I acknowledge that I am responsible for fulfilling the requirements, qualifications and duties of this position.
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Qualifications and Requirements:
Required:
One year of direct hospitality service.
Excellent Customer Service Skills High School Diploma Preferred:
Three years of direct hospitality service or Concierge specific duties. Bachelor's Degree in Business Administration or similar/related field.
