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• Maintain complete knowledge of and comply with all departmental policies, service procedures and standards.

• Ensure that standards are maintained at a superior level on a daily basis.

• Manage day to day operation of concierge department through activities including, but not limited to staffing, payroll and scheduling. 

• Actively respond to and satisfy guest requests and complaints. 

• Maintain accurate records of all guest request items. 

• Receive and distribute all guest mail. Hold for arrival when necessary. 

• Prepare, monitor and meet yearly and monthly budgets. 

• Interview, select, counsel, and discipline associates in accordance with hotel philosophy and policies. 

• Assist with development of all training-related materials and train Guest Service associates and all hotel employees in Guest Services procedures. 

• Conduct meetings regularly within the department. 

• Interact in courteous and professional manner with all guests, associates and community members. 

• Respond in courteous, professional and rapid manner in order to resolve all guest and associate difficulties. 

• Apply principles of logical thinking to a wide range of nonstandard intellectual and practical problems in order to perform and direct many varied and complex tasks. 

• Supervise, direct, coordinate, influence and persuade associates in order to maintain service standards of hotel. 

• Interact with people beyond giving and receiving instructions, particularly interaction with supervisor, subordinates, co-workers, and guests in completing assignments, resolving associates and guest complaints. 

• Interpret and comply with a variety of instructions furnished in written, oral, diagrammatic or schedule form. 

• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure. 

• Maintain clean and safe work area. 

• All other duties as required.

General Skills: 

• Must be able to perform job functions with attention to detail, speed and accuracy.
• Prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment.
• Follow directions thoroughly; understand a guest’s service needs.
• Work cohesively with co-workers as part of a team; work with minimal supervision.
• Maintain confidentiality of guest information and pertinent hotel data.

Technical Skills: Thorough knowledge of local restaurants, museums and attractions; thorough knowledge of current events in and around the region; thorough knowledge of Concierge department procedures; ability to train, motivate, evaluate, mentor and direct employees and managers to meet desired ends; ability to manage by example; ability to add and subtract three digit numbers; ability to perform mathematical operations with units of measure including, but, not limited to dollars, cents, feet, inches, cups, pounds and ounces; ability to access, input, analyze and retrieve information from computers; ability to maintain excellent relations with associates; ability to maintain associates and guest confidentiality at all times; ability to accept responsibility for actions of others; exceptional oral communication skills to ensure ability to negotiate and persuade guests and associates to achieve results beneficial to operation of hotel; ability to converse calmly with irate guests, co-workers, superiors and subordinates in sometimes intense emotional situations; ability to focus and maintain attention to performance of tasks despite frequent stressful, emergency, critical or unusual interruptions; ability to memorize, recollect and quickly retrieve dates, names, times and other data; ability to work and complete assignments on time despite frequent stressful, emergency, critical or unusual interruptions; ability to participate in (and lead when necessary) all departmental and hotel-wide meetings. 

Language: Required to speak, read and write English, with fluency in other languages preferred.

Physical Requirements: Must be able to exert physical effort in transporting up to 20 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

The salary range for this position is $22.00 to $24.00. This is the pay range for this position that the Hotel reasonably expects to pay.