Resort Concierge
- Employer
- Reunion Resort & Club
- Location
- Orlando, Florida
- Salary
- Not specified
- Posted
- Jan 02, 2019
- Closes
- Mar 03, 2019
- Industry
- Hospitality
- Category
- Customer Service, Front Desk
- Career Level
- Experienced (Non-Manager)
POSITION OBJECTIVE
To provide guests of the resort the highest level of customer service by operating our computerized reservations and hotel management system with skill and expertise to expedite arrival/departure of guests, while assisting guests with their concierge needs by providing information and booking reservations for area shops, attractions and restaurants.
ESSENTIAL JOB FUNCTIONS
- Check guests in and out in an orderly, efficient manner with a high degree of attention to guest satisfaction, and details of check in/check out process
- Assist in all Guest Services areas as needed
- Answer guest questions and offer information and assistance related to all aspects of the resort
- Answer telephones in a manner that complies with Reunion company standards utilizing a PBX phone system
- Maintain open communication with other departments to fulfill guest needs with accuracy and in a timely manner
- Monitor last minute reservations and house count
- Monitor status of guest accounts
- Accurately update information in computer systems as needed (i.e., post charges)
- Follow checklist for required duties and complete in a timely manner
- Run and complete reports, i.e., high balance, cash basis, etc.
- Take ownership of all complaints and concerns that occur during shifts following department guidelines, escalating the issue when necessary to next level
- Contact VIP guests pre-arrival (7 days prior to arrival) to set expectations during their stay, initiate a relationship, and discover specific needs
- Coordinate transportation needs as requested
- Have knowledge of the resort’s daily operations including banquets, meeting room rates, functions of the day and hours of operation
- Provide information and assist with making reservations for guests inquiring about local area attractions, restaurants, shopping, transportation services, shows, and childcare
- Maintain daily log of concierge services provided to guests, including any guest feedback
- Contact 3rd party vendors to arrange rental items and services as needed
- Read Pass-On log and/or communicate necessary information with other shifts to ensure follow up with all guest queries and/or requests
- Deliver messages, packages or amenities for guests
- When requested, assist in VIP arrival walkthrough and VIP guest property orientation
- Maintain knowledge of local current events and be able to clearly and concisely describe such to guests
- Assist in the training and development of new Resort Concierge service professionals as needed
- Attend all mandatory meetings
- Maintain a clean and organized work area and report all unsafe conditions immediately
- Complete other duties as assigned by supervisor or manager
EDUCATION/EXPERIENCE
- Must be 18 years of age or older
- High School graduate or G.E.D. equivalent
- 1-2 years of related experience in a customer service role or equivalent combination of education and experience
- Hospitality experience in a luxury resort and/or hotel preferred
REQUIREMENTS
- Position requires flexibility in scheduling, must be able to work AM/PM, weekends & holidays
- Candidates in this role will be able to read, write, speak and understand English
- Be familiar with local area and attractions
- Be able to work in hot, wet, humid and loud environments for long periods of time
- Be physically able to reach, bend, stoop and lift up to 50 lbs