Concierge Ultra Luxury

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Job Profile Title:

Concierge Ultra Luxury

Job Code:

11786

Profile Title:

11786 Concierge Ultra Luxury

Grade / Band:

05

FLSA Status:

Non-Exempt

As an Ultra‐Luxury Concierge, you will set the stage for guest experience with your welcoming smile and service. By understanding their unique stories and needs, you will own their experience to create WOW moments and memories they will carry with them far beyond their stay with us.

Provide extraordinary service consistent with the Ultra‐Luxury core service standards, AAA 5 Diamond standards, Forbes  Travel Guide 5 Star standards and brand attributes

After completing new hire training team member must successfully operate through 7 different computer systems while  managing multi line phones, respond to urgent emails all while performing the daily job responsibilities

Assist VIP casino, hotel and convention guest reservations with hotel registration, hotel check out, concierge requests and  provide all other supporting services

Be able to properly identify Company Executives to ensure that all of their guest reservations are accurate and up to date

Be and stay knowledgeable on all dining and entertainment venues in the Las Vegas area including but not limited to  restaurants, golf courses, spas, nightclubs and tours in order to personalize recommendations for guests

Be able to describe, solicit and enroll guests in the M‐Life loyalty program

Be able to communicate eloquently and effectively through email, telephone and during face‐to‐face interactions

Successfully pass quality assurance audits to include but not limited to guest service shops, monthly concierge knowledge  checks, and companywide secret shops

Own all requests and complaints; resolve issues immediately and follow up to ensure guest satisfaction

Contact all Hotel guests within 48 hours of a confirmed reservation and assist with all of their pre‐arrival requests

Assist in planning and creating itineraries for all incoming Hotel guests

Greet guests upon arrival at the curb and escort them into the lounge for their registration needs

Perform follow up calls for all Hotel guests that have arrived

Manage the group inbox by responding to all email correspondence within 24 hours in addition to personal email

Be able to identify, record and update guest personal profiles

Act as a liaison between multiple departments to execute elaborate guest requests room set gathering and special occasions

Performs other job-related duties as requested

Proof of eligibility to work in the United States

High School Diploma or GED

Required

1+ Years of Prior Relevant Experience

Required

1+ Years of Prior Relevant Experience

VIP Services, Front Desk, or Concierge experience

Preferred

Current Notary Public designation and rights

Preferred

Bilingual

Preferred

Previous experience working in a similar resort setting

Preferred

Skills in effective and persuasive interpersonal styles/methods of communication to obtain customer acceptance for the  purchase of services

Able to effectively communicate in English, in both written and verbal forms

Ability to communicate effectively, concisely and logically in a timely manner and at an appropriate level, while maintaining  confidentiality

Ability to work under pressure

Perception and awareness of individual needs and the ability to handle all situations calmly and professionally

Ability to multi‐task and work well in a fast paced, team‐oriented environment

Basic knowledge of computer software to include Outlook, MS Word, Excel, and PowerPoint as well as office equipment,  i.e., telephone, copier, fax machine

Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular  attention to detail

Effective listening abilities with strong judgment skills

Ability to type 35 words per minute

Excellent customer service skills and interpersonal skills to effectively communicate with all business contacts

Maintain a professional, neat and well‐groomed appearance adhering to company standards

Balancing

X

Bending

X

Carrying 10 pounds

X

40 pounds

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Distant vision

X

Driving

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

X

Lifting 10 pounds

X

05 pounds

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing

X

Typing

X

35 w.p.m

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - chemicals

X

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

X

Indoors

X

Noise levels - low to moderate

X

Noise levels - high

X

Office conditions

X

Outdoors

X

Restricted area

X

Shifts

X

Smoke

X

Travel

X

Wet/Humid

X

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

X

Math skills - basic

X

Organization

X

Reading - simple

X

Reading - complex

X

Repetition

X

Tight deadlines

X

Writing - simple

X

Writing - complex

X