Hotel Concierge

San Manuel Band of Mission Indians; Highland (CA); On-site; USD 42,000 - 64,000; Full time

Job summary

San Manuel Band of Mission Indians' Concierge, under the direction of the Supervisor Front Desk, elevates guest satisfaction by delivering Best in Class service and creating memorable experiences for guests at every opportunity. Designs and coordinates experiences pertaining to dining, hotel, entertainment, transportation, and special event reservations, while meeting Forbes Travel Guidelines.

Partners closely with other departments to anticipate guest requests and extend appreciation for guest

Qualifications

• High School Diploma or equivalent.
• Minimum of four years customer service experience; upscale hotel experience preferred.
• Flexibility to work evenings, weekends and holidays.
• Excellent communication and interpersonal skills.

Responsibilities

• Handles guest interactions to ensure reservations for hotels, events and entertainment are efficiently executed.
• Assists guests with changes and inquiries, updating guest profiles and preferences.
• Resolves guest concerns with timely, exemplary solutions and maintains records of guest accounts.
• Communicates effectively in high-volume environments and collaborates with VIP Services and other teams.
• Performs duties to support a fast-paced, high-demand front desk operation.

Skills

Schedule flexibility

Customer service

Organizational skills

Interpersonal skills

Telephone etiquette

Written communication

Multi-tasking

Friendly demeanor

Education

High School Diploma or equivalent

Job description

Under the direction of the Supervisor Front Desk, the Concierge consistently elevates guest satisfaction by delivering Best in Class service and creating memorable experiences for guests at every opportunity. Designs and coordinates experiences pertaining to dining, hotel, entertainment, transportation, and special event reservations, while meeting Forbes Travel Guidelines. Partners closely with other departments to anticipate guest requests and extend appreciation for guest loyalty through personalized service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides the highest services standards to guests during all interactions. Initiates and responds to in-person and phone contact with guests to ensure all reservations for hotels, special events and entertainment are executed efficiently. Assists guests with booking changes and inquiries regarding reservations. Communicates effectively to guests in a high call volume setting. Ensures guest information is updated and accurate at all times; verifies addresses, phone numbers, email, guest profiles and preferences. Reviews daily arrival report in order to identify special requests. Works closely with VIP Services and Player Development teams to ensure all guests and Casino needs are met.
• Provides excellent service by addressing and resolving guest concerns with immediate and exemplary solutions, going above and beyond to recover any service opportunities and exceed guest expectations. Maintains proper record keeping for guest accounts. Graciously provides information about hotel offerings and local surroundings to enhance guest experience.
• Safeguards confidential nature of guests, department, and enterprise data; adheres to all health and safety policies and procedures set by enterprise.
• Reports all maintenance issues pertaining to facilities via internal systems and reports all guest requests to Supervisor/Manager on Duty as needed. Ensures follow up to confirm timely completion and resolution.
• Contributes to environment which motivates employees to collaborate, learn, perform, and develop their skills. Completes regular customer service and safety training to keep certifications current as needed.
• Performs other duties as assigned to support the efficient operation of the department.

EDUCATIONAL, EXPERIENCE AND QUALIFICATIONS

• High School Diploma or equivalent required.
• Minimum of four (4) years’ customer service experience required. Upscale hotel experience preferred.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

• Must have schedule flexibility including evenings, weekends, holiday shifts and overtime when needed.
• Ability to identify and prioritize issues.
• Excellent organizational skills.
• Strong interpersonal skills.
• Excellent telephone etiquette and verbal and written communication skills required.
• Must possess friendly and outgoing demeanor.
• Must have ability to multi-task.

REQUIRED LICENSES, CERTIFICATIONS AND REGISTRATIONS

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• Select One of the Following for Driving Responsibilities:
• No Driving Responsibilities: Role does not require a driver’s license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS – ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.
• Primary work environment is in a climate-controlled office setting.
• Work requires travel to attend meetings, trade shows, and conferences.
• Incumbents may be required to work evening, weekend and holiday shifts.
• Must be able to work in a fast-paced, high-demand environment.
• Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.
• Sedentary work: involves sitting most of the time. Constantly operates a computer and other
office productivity machinery, such as a calculator, copy machine, and computer printer.
• Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.
• Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.
• Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings,
via videoconference and over the telephone.
• Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.
• Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties.
• Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours.
• The employee may be exposed to fumes or airborne particles including secondhand smoke.

Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees. Join our team today!