Concierge - Hotel Operations

Seminole Hard Rock; United States; On-site; USD 38,000 - 52,000; Full time

Job summary

Seminole Hard Rock is seeking a friendly Concierge to assist guests with dining, entertainment, transportation and other services during their stay. You will greet guests warmly, juggle multiple requests, and ensure memorable experiences while maintaining professional communication with staff.

Responsibilities include recommending local venues, arranging services, handling packages, and logging activities in the concierge system.

Qualifications

• Degree in Business or Hospitality recommended.
• Experience in guest services preferred.
• Strong communication and organizational skills.

Responsibilities

• Develop and maintain knowledge of area restaurants, bars, clubs, shows and events.
• Assist guests in arranging dining, entertainment, sports, transportation and other services.
• Handle incoming/outgoing packages and coordinate with Guest Attendants.
• Communicate with guests using concierge platforms to respond to inquiries.
• Assist guests to GSAs or kiosks and escort to locations as needed.
• Maintain logs in the concierge management system and log daily activities.
• Reconcile transactions at shift end and balance the cash drawer.
• Provide friendly, professional service and promote hotel outlets.

Skills

Customer service

Multitasking

Communication

Guest relations

Education

Degree in Hospitality/Business

Tools

Concierge system

HotSOS

Alia

Zingle

Job description

Our team members are the key to our company's success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description

POSITION SUMMARY

The Concierge is responsible for assisting guests in arranging dining, entertainment, sports, transportation, and other services during their stay. A concierge is one of the first people a guest sees upon entering the hotel-they are the "face" of the organization. Therefore, concierges have to be extremely welcoming. They should greet every guest with a smile and a kind word. A concierge has to manage multiple tasks at once: they must serve many guests, make appointments and arrangements for people, and more. Being organized allows a concierge to juggle these multiple tasks without losing his or her cool while ensure that each guest expereince is both positive and memrable.

PRIMARY RESPONSIBILITIES

• Develop and maintain thorough knowledge of area restaurants, bars, clubs, shows, concerts, sporting events, and retail.
• Assist guests in arranging services and reservations, including dining, entertainment and sports, attractions, transportation, flowers and gifts, formal wear rental, babysitting services, office services, medical services, personal services, and banking services.
• Handle all incoming and outgoing packages, laissez with Guest Attendants storing / retrieving and delivering packages
• Utilize Hotsos and other messaging platforms to communicate with guest and handle guest inquiries
• Utilize various communication platforms such as Alia, HotSos, Zingle , etc.
• Assist waiting guest to GSAs or Kiosks
• Ship Lost & Found items
• Utilize Concierge management system to log all activities
• Utilize the property management system to run daily reports and block any special requests.
• Reconcile transactions at the end of each shift, cash out, and maintain a balanced bank.
• Work closely with the Guest Attendants to coordinate the efficient handling of luggage and follow up on guest requests, inquiries, etc.
• Greet guests in all public areas of the property; answer questions, handle requests, and offer directions, as needed.
• Work with Front Office Manager regarding hotel business to keep them informed.
• Maintain positive and professional communication with all staff.
• Provide recognition to others, including co-workers, supervisors, managers, and directors.
• Participate in meetings to learn about global programs, new products and procedures, and to discuss areas of opportunities, special events, and other activities.
• Ensure a healthy and safe work environment for co-workers and guests.
• Be knowledgeable of property facilities, services, hours of operation, in-house events, conferences, and amenities to proactively assist guests.
• Promote property outlets to guests.
• Assist guests in finding locations within the property by escorting, when possible, or giving clear directions.
• Resolve guest complaints empathetically while still using property procedures.
• Create a positive environment in which all employees have the ability to maximize their potential.
• Listen to comments, criticisms, and feedback from guests, employees, and managers to gain an understanding of strength and opportunity to improve personal/property performance.
• Work as a team, helping all employees to complete the required activities that ensure we deliver Amplified Service.
• Participate in Sound Check meetings on each shift.
• Always smile and offer a warm greeting to all.
• Know, understand, and practice (with energy and enthusiasm) the mission, values, mottos, culture and spirit that make Hard Rock unique.
• Take initiative to offer assistance throughout the property.
• Operate ethically to protect the Hard Rock brand.
• Utilize programs designed to help Save the Planet.
• Perform duties in accordance with company standards, policies, and guidelines, and applicable laws and regulations.
• Perform additional duties as requested by department managers and supervisors.
• Communicate with supervisors and managers to ensure that assigned duties are completed to standard.
• Coordinate operations with other departments, as needed.
• Present a professional image to employees, guests, clients, owners, and investors.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Maintain confidentiality of guest, employee, and company information.

This job description reflects the position's essential functions; it does not encompass all of the tasks that may be assigned.

REQUIREMENTS

EXPERIENCE, EDUCATION, AND CERTIFICATIONS

A degree in either Business, Hospitality Management or Communication is highly recommended or an Associate Degree in hospitality or Tourism with at least two years empl