Concierge Supervisor - VIP Services arrow_forward

Native American Indian Preference in hiring policy is adhered to at all times;
Wind Creek Hospitality does not discriminate on the basis of age, disability, gender or religious orientation. Drug Free Workplace Policy.

Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality Authority.

The primary responsibility of a Supervisor
- Concierge (“Supervisor – Concierge”) is to oversee daily operations of the Concierge Level and the functions of the Concierge staff including the check in and checkout process, guest relations, concierge services, team member breaks, and daily staffing. The Supervisor
- Concierge Htl VIP is also responsible for coordinating room assignment for high-end casino patrons, ensuring all amenities and services are arranged prior to arrival, verify accuracy of invoices prior to guest departures, and coordinate Butler/limo/luggage arrangements for guest experience enhancement.

• Maintain positive guest relations at all times, resolving guest complaints and ensuring guest satisfaction.
• Maintain positive internal guest relations at all times to ensure successful inter-departmental relationships.
• Coordinate room blocking for all guests every day through LMS systems, work ahead to peak periods and high business.
• Ability to initiate and hold professional and friendly conversations with guests.
• Run and process daily reports.
• Expedite the flow of work and materials within or between departments according to established company guidelines.
• Establish workloads, assign tasks, and review results.
• Manage the process and assist agents and guests with the check in/out process.
• Manage the process and assist agents and guests with concierge services such as booking of shows, tours, restaurant reservations, etc.
• Demand dates to ensure blocking is done strategically.
• Thorough knowledge of all accommodations in the hotel, including all property amenities and information.
• Create work schedules for staff and maintain proper staffing levels by coordinate lunch breaks.
• Handle customer issues by following the recovery procedures and ensuring guest satisfaction.
• Develop training program for Concierge staff.
• Develop departmental standard operating procedures, policies, and ensure consistent adherence.
• Develop and foster an environment of teamwork and interdepartmental cooperation.
• Responsible for timely evaluation of all direct reports and conducting introductory and annual performance reviews.
• Maintain an open door policy and address all team member issues and/or concerns in a timely manner.
• Conduct divisional/departmental staff meetings at least once per month.
• Perform any combination of routine calculating, posting, and verifying duties to obtain primary financial data for use in maintaining project records or achieving desired results.
• Oversee personnel while facilitating a specific project or assignment.
• Process related administrative details in order to keep department operational and effective while achieving results of projects assigned.
• Possess skills to expedite clerical processing, evaluate information, and implement or take action based upon information.
• Acknowledge guests immediately upon entering the VIP Lounge.
• Anticipate VIP guest’s needs, respond promptly and positively however busy and whatever time of day.
• Model Wind s customer service standards at all times, no exceptions.
• Resolve guest complaints/discrepancies to the best of your ability ensuring guest satisfactions.
• Evaluate departing Wind Creek guests for additional complimentaries before printing departing folios.
• Process all in-house comp limo requests.
• Maintain a complete knowledge of all Wind Creek products and…