Position Purpose Assist guests with creating the most memorable experience possible. Act as an ambassador of the hotel by providing special assistance and information about local area attractions to customers and patrons, offering a wide selection of alternatives for guest satisfaction.
Essential Job Functions
Greet customers with friendly and sincere welcome. Remain calm and attentive during heavy hotel activity and emergencies; Anticipate guest's needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
Maintain complete knowledge at all times of all hotel features/services and hours of operations; Ensure accurate information regarding permanent attractions in the city, sporting events, theater performances, etc.
Fully knowledgeable about local restaurants, their offerings, price ranges, etc. and must be able to direct guests to those restaurants.
Arrange tickets for all shows, sporting and special events.
Provide information regarding outside stores, shopping malls, parks, recreational facilities, places of worship, etc.
Book transportation for guests and arrange airport pick-up for VIP guests.
Serve as remote front desk support location to assist guests in picking up room keys or in express check out.
Provide professional concierge services such as arranging and confirmation of reservations for hotel activities, dining and spa as well as arrangements for off premise activities, including but not limited to dining, transportation services or car rentals.
Conduct Pre-Arrival calls for guests and make preliminary arrangements for guest stay.
Maintain a peaceful and service friendly environment in the lobby. Services include but are not limited to food and/or beverage service, and light housekeeping duties of the lobby space.
Monitor and assist Bell Stand when service levels indicate to include storage of luggage and retrieval of valet keys for valet staff.
Perform other duties as assigned.
Previous customer service, front desk or hospitality experience required; High school or equivalent.
Strong familiarity of surrounding area, staying up with cultural events and other changes in the Lake Geneva area.
Able to read, write and speak verbally in English; High energy and positive attitude; Ability to establish and maintain an effective relationship with all department management, staff, personnel and general public.
Concierge must have a pleasant voice and personality and be team oriented and enjoy working with and assisting people.
Strong organizational skills, highly creative, self-starter, multi-tasker; Able to stand for long periods of time; Excellent communication skills, both written and oral.
Ability to effectively deal with internal and external customers, some of whom will requires high levels of patience, tact, and diplomacy to defuse anger and collect accurate information to resolve conflicts.
Must be able to stand, walk, sit, use hands, and reach for more than half of the normal work day; Flexible schedule including days, nights, weekends and holidays.
Reporting Relationship This position reports to the Concierge Manager.
Exemption Status Non-Exempt
Note This document describes the general nature and level of work required of people in the job. It is not intended to be an all-encompassing list of responsibilities, duties, and skills.