Position Summary

Acts as a liaison for the coordination of guest activities and requests. Acts as a facilitator to ensure guest satisfaction. Has extensive knowledge of all departments that affect guest services.

Supervision Exercised

Reports to the Front Office Manager.

Supervises and coordinates activities of Guest Services personnel which includes Bell Captains, Bell Persons, and Door Persons to provide fast and courteous service to guests and maintaining the highest standards of quality and service.

Major Duties and Responsibilities

1. Supervises Concierge, Bell and Door Staff.
2. Assures that all employees of the concierge department provide every guest with friendly, courteous and timely service.
3. Responsible for the hiring, training, supervision, performance evaluation and discipline of all concierge department employees. Scheduling employees conforming to weekly arrival and departure forecast.
4. Assures that all concierge department employees adhere to their specific service standards and are well informed.
5. Assures that all luggage service functions are honored in a timely and accurate manner, and that all department equipment is well maintained.
6. Serves as public relations person for hotel; assists guests by providing accurate information regarding in house daily activities and booking of guest activities.
7. Arrange for guest requests i.e. transportation, concert and entertainment tickets, restaurant reservations.
8. Participate in meeting with clients from Group sales when needed.
9. Participate in management training sessions, communication and planning meetings.
10. Keeps the Front Office Manager informed of any exceptions from the norm.
11. Other duties as assigned.

Secondary Duties and Responsibilities

Knowledge, Skills and Abilities

1. Must have excellent organizational skills.
2. Must have basic computer skills.
3. Must have excellent verbal and written communication skills.
4. Must have excellent attention to detail skills.
5. Must have excellent leadership skills.
6. Must have the ability to train personnel.
7. Ability to be a team player and self starter who refuses to compromise quality.
8. Ability to multi-task.
9. Excellent problem solving abilities.

Requirements:

Minimum Qualifications, Education and Experience

Required:

1. High School Diploma, GED certification or equivalent.
2. Three (3) years of related customer service experience including one (1) year in a supervisory capacity.
3. Must be at least 18 years of age.

Preferred:

1. Multi-lingual.

Licensing Status

1. Must be able to successfully pass a stringent background investigation.
2. Will require a post-offer, pre-employment and random drug screening.

Working Conditions

1. Work is performed indoors and outdoors. Outside work is subject to temperature extremes and inclement weather conditions.
2. Work hours subject to change with overtime work required.
3. Subject to hazards which may cause personal bodily harm; smoke; diseases; cuts bruises, burns, common cold, influenza, dust, odors and elevated noise levels.
4. Tasks may be performed on uneven, inclined, hard and soft carpeted floors, cement structures and surfaces.
5. Duties may involve walking, standing for long periods of time, sitting and crouching.
6. Specific required movements include the following:
   1. Trunk- bend, twist, rotate, push, pull, carry.
   2. Arms - reach, carry, lift, twist, and rotate.
   3. Legs - lift, push, pull, twist, and rotate.
   4. Hands - Grasp, manipulate bilateral coordination, hand and eye coordination, and overall and finger dexterity.