Job Description

SUMMARY:

Responsible for assisting residence club owners and visitors with dining reservations and recommendations, coordinating transportation, and recommendations/assistance with tickets for recreational activities, and assisting with check in and out of  residences in a courteous and professional manner while exceeding the high standards of the resort.

ESSENTIAL FUNCTIONS:

Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification.  Essential duties and responsibilities may include, but are not limited to, the following:

  • Acts as central information agent and property ambassador for the resort.
  • Identifies owner/guest needs and provides information regarding policies, services and amenities.
  • Checks owner/guests in to and out of resort in a courteous and professional manner.
  • Assists with luggage and vehicle details.
  • Provides owner/guests with information on property facilities, restaurants, and activities.
  • Operates the resort telephone system as trained to resort standards.
  • Posts charges and payments to guest, club owner and house accounts through Opera.
  • Provides additional information on all area restaurants, services and recreational opportunities.
  • Prepares current or next day arrival lists and packets.
  • Cleans and maintains the concierge desk area in an orderly and presentable condition.
  • Inventories and replenishes any required supplies.
  • Processes wake up calls as necessary.
  • Coordinates owner/guest requests as needed.
  • Ensures delivery of owner/guest messages or packages as needed.
  • Schedules and confirms restaurant, recreational or other bookings as requested.
  • Schedules and coordinates area transportation to and from local attractions.
  • Have excellent knowledge of Beaver Creek, Vail, and surrounding areas.
  • Assists with loading/unloading of luggage and personal items when needed.
  • Assists with delivery/retrieval owner/guest luggage and personal items when needed.
  • Provides directions and information as requested.
  • Arranges rental car pick up and key return.
  • Completes amenities based off the next day arrivals.
  • Use and maintain accurate and current information in Opera and GoConcierge.
  • Establish and executes traces for Housekeeping and Facilities from pre-arrival outreach within the established time period.
  • Assist with cleanliness of concierge and valet areas, ensuring that area is safe for foot traffic.
  • Ensures owner/guest luggage storage as needed.
  • Courteous to all owner/guests, callers, visitors and staff.
  • Exercise polite and patient verbal demeanor over radio.
  • Proper use of clocking in and out from shifts, and 30 minute meal breaks.
  • Facilitate sending of owner/guest packages with correct address and method of payment.
  • Observes safety precautions required to protect resort and owner/guest property.
  • Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a team.
  • Demonstrates courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment.
  • Performs all duties and tasks assigned by management.

Skills / Requirements

Required Knowledge and Skills

Knowledge of:

  • Principles, practices and techniques of the hospitality industry.
  • Computer software applications including Opera, Microsoft Office Suite and GoConcierge. Policies and procedures of the department.
  • Customer service principles and practices.
  • Proper business English, including spelling, grammar and punctuation.
  • Techniques for dealing with a variety of individuals from various socio-economic, ethnic and cultural backgrounds, in person and over the telephone.
  • Area amenities, activities and events.

Skilled in:

  • Focusing on quests and provision of quality customer service.
  • Making accurate arithmetic calculations.
  • Reading, understanding and following front office policies and procedures.
  • Organizing own work, setting priorities and meeting critical deadlines.
  • Contributing effectively to the accomplishment of team or work unit goals, objectives and activities.
  • Dealing successfully with a variety of individuals from various socio-economic, ethnic and cultural backgrounds.
  • Using initiative and independent judgment within established procedural guidelines.