Guest Experience Concierge: Craft Memorable Stays

SUMMARY

The Resort Concierge will assist guests with any needs they may have while on property. The role will focus on providing excellent customer service and creating a memorable and exceptional experiences for resort guests.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answers inquiries, offers suggestions, and provides descriptive literature pertaining to trips, excursions, sports events, concerts, and plays.
• Discusses routes, time schedules, rates, and types of accommodations with patrons to determine preferences and makes reservations.
• Assist guests with directions to area attractions (mall, wineries, restaurants, and area attractions)
• Place amenity orders
• Sell gift certificates
• Exchange gift certificates for fellow performers
• Make T-times for guests
• Make dinner reservations for guest
• Fill brochure requests
• Complete audit
• Assist bell staff if needed
• Assist guest with car rentals if needed
• Answer any questions guests may have
• Assist with Kiosk maintenance and with guest kiosk check in/out processes
• Must follow proper grooming and dress standards set forth by the Employee Handbook.
• Good rapport with fellow employees and reflect positive attitude.
• Complete all assignments requested of you.
• Maintain open line of communication with supervisor

• Must understand and abide by environmental practices of the resort.
• Other duties as assigned

EDUCATION/EXPERIENCE

• Customer service experience
• Knowledge of the Traverse City and surrounding areas preferred
• Knowledge of local events and activities going on in the area helpful

OTHER SKILLS AND ABILITIES

This position requires the associate to possess excellent guest service skills with a high energy level. Individual should possess good oral and written communication skills as well as be detail oriented. Associate should have the ability to type and input data into a computer database and be moderately familiar with Microsoft office software (Word, excel, etc.).

SUPERVISORY RESPONSIBILITIES (If applicable)

N/A

TYPICAL PHYSICAL DEMANDS

Associate must be able to lift up to 25lbs.

TYPICAL MENTAL DEMANDS

The ability to work unsupervised for long periods of time, to handle multiple tasks simultaneously, and work well under pressure is a must.

WORKING CONDITIONS

This position requires one to be indoors. Individual may have to cope with varying noise levels.