Resort Services Concierge - FT

The Unbound Collection by Hyatt; Carmel-by-the-Sea (CA); On-site; USD 30,000 - 33,000; Full time

Job summary

The Unbound Collection by Hyatt at Carmel Valley Ranch seeks a Concierge to create memorable guest experiences through personalized service, activity planning, dining reservations, and transportation assistance. You will act as the resort ambassador for all amenities and services, using in-depth knowledge to tailor recommendations and fulfill special requests.

In a luxury resort environment, you will upsell premium experiences such as private tours, spa treatments, and VIP packages while

Qualifications

• Ability to communicate in English with guests, coworkers, and management.
• Attention to detail, speed, accuracy, and courteous service.
• Ability to perform basic mathematical calculations.
• Ability to solve practical problems with limited standardization.
• Ability to work well with internal and external customers under pressure.

Responsibilities

• Comply with Carmel Valley Ranch standards and regulations to promote safe operations.
• Maintain a warm, friendly demeanor at all times.
• Be attentive, helpful, and courteous to guests, managers, and colleagues.
• Provide information and assist guests with restaurants, theaters, transportation, and reservations.
• Maintain listings of local attractions, events, and services; provide maps and directions.
• Provide hours of operation for hotel restaurants, lounges, and shops; assist with guest communications.

Skills

English communication

Attention to detail

Mathematical calculations

Problem solving

Customer service

Stress management

Punctuality

Hotel experience

Interpersonal skills

Education

High school diploma

Tools

Property management system

Job description

Summary

At Carmel Valley Ranch, we believe our guests select Carmel Valley Ranch because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.

Organization - Carmel Valley Ranch

At Carmel Valley Ranch, we believe our guests select Carmel Valley Ranch because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.

Role Overview

A concierge plays a pivotal role in creating an unforgettable guest experience by providing personalized service and expert recommendations. Working in a resort environment, the concierge ensures guests enjoy a seamless and luxurious stay by anticipating needs, offering tailored solutions, and acting as the resort's ambassador for all amenities and services. By leveraging their in-depth knowledge of the resort’s offerings, the concierge can enhance a guest's stay through activity planning, dining reservations, transportation assistance, and fulfilling special requests. Additionally, they have the unique opportunity to recommend and arrange premium experiences—such as private tours, VIP packages, spa treatments, and adventure activities—elevating the guest experience while contributing to the resort's revenue through upselling opportunities that may include earning a commission.

Essential Job Functions

• Comply at all times with Carmel Valley Ranch standards and regulations to encourage safe and efficient hotel operations.
• Maintain a warm and friendly demeanor at all times.
• Employees must always be attentive, friendly, helpful, and courteous to guests, managers, and other employees.
• Provide information and assist guests concerning restaurants, theater/musical productions, airlines, automobile rental, transportation directions, office services, beauty/barber establishments, and other appropriate services, and render reservations for such.
• Maintain current listing of local and area attractions, special events, and activities.
• Maintain a listing of local transportation guides, churches, sports arenas, etc.
• Provide hours of operation for all restaurants, lounges, and shops within the hotel.
• Provide information, maps, and directions as required.
• Maintain lobby activities board.
• Maintain all property collateral such as activities calendar and property map
• Knowledge of all emergency procedures and the ability to assist and/or respond accordingly.
• Provide personalized phone calls to VIP’s and other designated guests welcoming them to the hotel.
• Communicate all daily functions and their location in the hotel to assist and direct guests.

Secondary Job Functions

• Assist the front desk when needed.
• Assist guests with retrieval of packages.
• Show guestrooms and suites as needed.
• Oversee cleanliness of lobby and entrance areas.
• Attend meetings/training as required by management.
• Perform other duties as requested by management.

This is not your typical career opportunity. This is the Hyatt Touch.

Wage range of $22-$24 per hour

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Qualifications / Skills:

Requirements represent minimum levels of knowledge, skills, and /or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation

Essential:

• Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers, and management to their understanding.
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness, and work with minimal supervision.
• Ability to accurately compute and manipulate mathematical calculations.
• Ability to solve practical problems and deal with various concrete variables in situations with limited standardization.
• Ability to effectively deal with internal and external customers, some of whom require patience, tact, and diplomacy to defuse anger.
• Ability to work well under pressure.
• High school graduate.
• Previous hotel experience.
• Punctuality and regular and reliable attendance.
• Interpersonal skills and working well with co-workers and the public.

Desirable:

• Previous guest relations experience
• Previous experience with automated property management system

Physical Abilities:

• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Ability to stand during the entire shift.