Job Description Summary
As the Concierge, you play an essential role in supporting the daily operations of the Front Office by delivering personalized guest service and ensuring all guest needs are met or exceeded. You contribute to guest satisfaction by providing accurate information, coordinating services and amenities, and maintaining a welcoming and professional presence throughout the property.
Essential Functions and Responsibilities
* Provide timely and courteous guest service consistent with the company's guest service culture
* Welcome, greet, and assist guests in a professional and friendly manner throughout their stay
* Communicate with the Front Office and other departments to deliver seamless service to guests
* Maintain complete knowledge of hotel offerings, local attractions, and guest services to provide accurate recommendations and directions
* Coordinate delivery of requested amenities, make reservations, and enroll guests into the loyalty/players club program
* Resolve guest concerns within scope of authority and ensure proper follow-up for guest satisfaction
* Promote and up-sell company amenities, dining, entertainment, and other services in the best interest of the guest
* Maintain cleanliness and organization of the Concierge desk and ensure all resource materials are up to date
* Ensure compliance with all applicable gaming laws and company internal controls, policies and procedures, Title 31, and federal regulations, if 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
Qualifications
* At least 1 year of experience in a Concierge or guest-facing hospitality role
* VIP, Front Desk, or luxury hotel experience preferred
* Member of Les Clefs d'Or and/or SNHCA preferred
* Ability to follow instructions and complete tasks accurately in a fast-paced environment
* Strong communication skills and willingness to work as part of a team
* Committed to fostering a respectful, inclusive, and safety-conscious work environment
* Experience with systems such as LMS, GoConcierge/Alice, HotSOS preferred
* Ability to access and input information using a moderately complex computer system
Requirements
* At least 21 years of age
* Ability to effectively communicate in English, both written and verbal
* Obtain and maintain all work cards as required by the company
* Verify right to work in the United States
Work Cards
* None
Physical Requirements
* Occasionally push/pull up to 15lbs.
* Occasionally lift and/or carry up to 40lbs. at floor, knee, waist, and chest levels
* Regularly Squat, kneel, reach, bend, twist
* Regularly sit and work at a desk or computer
* Regularly standing and walking
* Ability to communicate using in-person speech, radios, and telephone
* Ability to hear, understand, and distinguish speech and/or other sound in person
* Ability to distinguish between shades of color
* Ability to tools or equipment requiring a high degree of dexterity
Work Environment Potential Conditions
* Indoor
* Smoky
* Noisy
* Bright flashing lights
* Extreme hot cold temperatures
* Slippery surfaces
* Exposure to dust, fumes and/or gases
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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