Job Description
Multilingual applicants strongly encouraged to apply! Job Title: Emerald Grande Concierge Summary: The Emerald Grande is tasked with ensuring that our guests have an unforgettable experience, and that their every need is met. The main function of the Concierge is to welcome guests to the hotel; help them with any and all of their needs; make them feel at home; make reservations; and assist in selling services & amenities throughout the hotel. The Concierge will help curate a unique guest experience by helping with recommendations for dining, activities, and any other destination questions. The Concierge is also directly responsible for meeting any other guest needs during their stay; and the collection of monies for services rendered. The concierge must maintain a courteous attitude and welcome all service questions and requests. Essential Duties and Responsibilities Approach all encounters with guests and employees in a friendly, service-oriented manner Act as the point of reference for guests who need assistance or information and attend to their wishes and requirements Understand customer’s needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel Acquire extensive knowledge of the premises and the nearby venues and businesses to make the most suitable recommendations Arrange events, excursions, transportation etc. upon request from hotel residents Answer the phone and make reservations, take, and distribute messages or mail and redirect calls Respond to complaints and find the appropriate solution Directs guests to daily functions within the hotel Answer and direct all incoming calls Log all guest requests and confirm completion. Collect payment for special services as needed Assist the creation and distribution of amenities to guests Stock and clean workspace for next shift Other duties as assigned Qualifications To perform this job successfully, an individual must be able to perform each essential duty with confidence. The requirements listed below are representative of the knowledge, skill, and/or ability required. Education and Experience Requirements High School diploma or equivalent required Minimum 1 year customer service experience preferred Knowledge, Skill, and Ability Requirements Knowledge Ability to multitask and manage time efficiently Must be comfortable speaking one-on-one or with small groups, promoting all that the Emerald Grande and HarborWalk Village have to offer Exceptional customer service and interpersonal skills Exceptional computer skills Ability to handle multiple guests and operational demands with a high degree of professionalism Ability to work a flexible schedule including weekends, and holidays Key Competencies Key Competencies include strong work ethic, negotiating and closing, attention to detail, relationship builder, multi-tasker, problem analysis and solving, excellent communicator, confidentiality, and integrity. Adhering to our Core Values includes being guest-centric, teamwork, respect, pro-active, accountable, learning, and sustainable. Language Skills Must be able to speak, read, write, and comprehend the English language. Multilingual skills a plus. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Mathematical Skills Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Must have the ability to make change. Reasoning Ability Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Other Qualifications Open and operational seven days a week. Employees are required to be available as business demands. License Requirements Valid driver’s license that has been in effect for at least three years, with no major violations and no more than two minor violations in the past three years. Rules and Regulations All employees must adhere to all safety rules and regulations required by local, State and Federal authorities, wear the appropriate personal protective equipment necessary to perform the job in a safe manner and will follow all safety rules per the Company’s Safety Policy. Physical Demands The physical demands described here