OVERVIEW/BASIC FUNCTION:

Responsible for all guest service needs while on property in accordance with hotel standards.

RESPONSIBILITIES:

• 
  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.
  
• Maintain complete knowledge at all times of:

All hotel features/services, hours of operation.

All room types, numbers, layout, décor, appointments and location.

Scheduled in-house group activities, locations and times.

All hotel and departmental policies and procedures.

• 
  Meet with Lead/Supervisor/Manager to review business status and follow up items.
  
• Welcome guests to the property, assist with any luggage and valet needs.
  
• Accompany guests to room according to hotel standards, including complete room tour for all guests.
  
• Monitor and ensure that Portico & Lobby areas are kept clean, organized, and manned at all times.
  
• Assist guests with any transportation needs during their stay.
  
• Review the daily business levels, anticipate critical situations, and plan effective solutions to best expedite these situations.
  
• Monitor the check-in/check-out process, ensure agreement to hotel standards, anticipate critical situations, assist where necessary, to process the guest expediently.
  
• Anticipate guests' needs, respond promptly and acknowledge all guests.
  
• Promote positive guest relations at all times.
  
• Contact Engineering directly for repairs.
  
• Document pertinent information in relevant tracking program (GoConcierge).
  
• Complete all items on daily checklist.
  
• Review status of assignments and any follow-up action with on-coming Lead/Supervisor or Manager.
  
• Exhibit a friendly, helpful and courteous manner when dealing with guests and fellow associates.
  
• Make sure carts are cleaned and taken to maintenance as necessary for proper upkeep.
  
• All other duties as required.
  
  QUALIFICATIONS:
  

• Experience: Guest service background preferred.
  
• Education: High school diploma.
  
• 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 associates as part of a team; work with minimal supervision; maintain confidentiality of guest information and pertinent hotel data.
  
• Technical Skills: Must know how to operate a manual transmission vehicle. Ability to operate a golf cart and motor vehicle. Ability to work without direct supervision.
  
• 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 200 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods.
  
• Licenses & Certifications: Valid Drivers License.

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