Concierge

Summary:

Ensure complete guest satisfaction and provide all guests with a successful experience during their stay, by providing information and services in order to both meet and exceed guest needs and expectations. Provide information and assist guests prior to arrival and during their stay with: dining and nightlife recommendations/reservations, theater/musical productions, vehicle rentals, limo/transportation services, spa/salon services, sporting events, golf facilities, sport/athletic/outdoor activities, airlines/charter flights, directions

Essential Functions and Responsibilities:

• Ensure all established standards of professionalism and protocol are being practiced
• Communicate with the Front Office to ensure a consistent, unique delivery of service is being offered to guests
• Welcomes, greets, interacts with, and assists guests in a professional manner throughout the guests' stay
• Exhibits a professional demeanor and willingness to assist all guests whenever possible
• Resolves guest complaints within the scope of authority, and notifies the supervisor of all unusual events
• Answers property questions and provides accurate information regarding rooms, restaurants, property loyalty program, casino events, promotions, and directions
• Maintain complete knowledge of:
• all hotel offerings, services and hours of operation.
• all hotel restaurant food concepts, menu, dress code and ambiance.
• all hotel day/nightlife concepts, menu, dress code and ambiance.
• all hotel room types/names, layout, amenities and locations.
• all hotel room rates, special packages and promotions.
• daily arrival & departure lists.
• scheduled daily group activities, names and location of meeting/banquet rooms.
• local events, attractions, holiday schedules.
• Up-sells and cross-sells property amenities to guests company-wide and makes recommendations in the best interest of the guest while promoting Company venues
• Coordinates delivery of requested amenities and orders
• Maintain relationships with vendors and ensure information and resource materials are current to accommodate guest requests
• Maintain overall cleanliness and appearance of the Concierge desk
• Perform duties concerning check-in and check-out of guests when volumes warrant
• Assist in growing Stratosphere Las Vegas's database by enrolling guests into the players club program
• Books reservations using required computer systems, utilizes proper cash handling, and follows up with hotel patrons as requested
• Ensures guest satisfaction with proper follow up
• Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, as they apply to the position
• Provide outstanding guest service in a timely manner to both guests and fellow team members that meets the company's guest service culture standards
• Perform other duties as assigned

Requirements:

Qualifications

• One or more years of experience in a Concierge (or similar) role
• Member of Les Clefs d'Or preferred.
• Member of SNHCA preferred.
• VIP, Front Desk, Hotel experience preferred
• Must have an outgoing personality
• Professional appearance and demeanor
• Able to work varied shifts, including weekends, holidays, and nights
• Professional and pleasant written and verbal communication skills
• Ability to manage multiple tasks and remain calm in a very high-paced, busy environment
• Previous experience exercising sound judgment when dealing with difficult guest situations
• Basic computer skills required, advanced skills strongly preferred
• Proven experience providing high level of guest service
• An intermediate to proficient understanding of Computer systems such as: LMS, GoConcierge/Alice, HotSOS, Microsoft Word, Excel & Outlook is preferred
• At least 21 years of age
• High school diploma or equivalent preferred
• Ability to communicate effectively in English
• Bi-lingual preferred
• Obtain and maintain all work cards as required by the company
• Verify right to work in the United States

Work Cards

• Nevada Gaming

Physical Requirements

• Occasionally push/pull up to 15 lbs.
• Occasionally lift and/or carry up to 50 lbs. at floor, knee, waist, and chest levels
• Occasionally squat, kneel, and communicate via radio
• Frequently bend, reach, twist, sit, and stand
• Constant use of hearing and vision, distinguish between shades of color, and use tools or equipment requiring a high degree of dexterity

Work Environment Potential Conditions

• Indoor
• Smoky and noisy

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. Must be able to perform the essential functions of the position with or without reasonable accommodation.

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If you need reasonable accommodation to complete the on-line application, please contact the Employment Team office at (702)380-7688.

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