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WHO ARE WE?
Whitetail Club is the premier exclusive Club in the Pacific Northwest. The allure of this hidden gem in McCall, Idaho stems from the natural luxuries of the area, which are at once action-packed and serene. Seasons here present their own prospects for adventure and relaxation- from thrilling ski runs lauded by National Geographic to ancient hot springs. Can you imagine supporting our Members Interests in their personal year-round playground? It is here that nature provides countless acres of wilderness to support an active lifestyle, Whitetail Club delivers luxury every step of the way. Come support our continued success by enhancing our Members requests providing freedom for them to delve into nature's activities. We invite you to experience working on the edge of the wild.
SUMMARY:
The successful Shore Lodge Concierge works to serve the needs of our guests as well as Members of Whitetail Club by providing information and special services to enhance their visit prior to and during their stay. As a member of the Shore Lodge and Whitetail team, this position is instrumental in developing and fulfilling the short and long-term goals for the department and executing the service philosophy of the resort. Working in the Concierge role, you will be responsible for creating an atmosphere that will inspire guests and associates to return. Possessing the skills and abilities to create a strong atmosphere of service excellence is paramount. You will find yourself coordinating guest needs through our vendors, Food and Beverage, Guest Services, and all departments of the Shore Lodge and Whitetail.
STANDARD SPECIFICATIONS:
Frequent weekend and holiday work. Varied hours of operation.
WHAT YOU GET TO DO:
Communicate directly with guests and members, both in person and via telephone.
Accurately provide information on facilities and services, events and attractions, tours, travel routes and transportation schedules.
Accommodate special requests whenever possible and facilitate amenity requests and follow-through on all items requiring your attention.
Provide area maps and directions, brochures and other relevant literature and materials.
Initiate the arrangement of tickets, bookings, appointments, and reservations for guests and members.
Process accurate reservations from incoming calls and emails.
Complete daily reports, logs, and reporting as necessary.
Develop partnership/preferred vendor relationships with area service providers to ensure that our recommendations are with companies that complement our brands and are of a caliber that reflect well on the Shore Lodge and Whitetail Club.
Maintain accurate and complete information regarding the local area hotels, amenities, directions, etc.
Answer multiple phone lines and direct calls resort-wide as necessary.
Work in a constantly changing environment and manage stress levels while providing superior service to our guests and customers.
Use multiple computer software programs to process guest stays and schedule activities.
Comply with unit cash handling, credit, and check cashing policies and procedures.
Respond appropriately to any dissatisfaction, understanding the origin of the situation as well as the mediation of a solution.
Provide excellent customer service to guests, Club Members, and fellow employees.
Assist the Whitetail Real Estate Department by providing information and orientations on Club, Lodge, and area amenities/attractions/etc., and booking appointments as needed.
Perform other duties and responsibilities as assigned.
Adhere to Company policies, procedures, and standards.
Assist the Front Desk Department with other guest services functions.
Assist the Whitetail Club Manager with other member services functions and event planning.
Requirements
WHAT YOU NEED TO BE SUCCESSFUL:
2+ years of relevant Forbes/AAA, 3/4 star/diamond service experience in hospitality industry.
High School Diploma or equivalent Education
Microsoft applications, Outlook, Internet navigation
Ability to multi-task; while maintaining a high degree of organization and remaining detail oriented
Present superior customer service skills
Possess a strong knowledge of activities in the local community, area, and region
Ability to communicate effectively with and receive information from guests, members, coworkers, and external service providers
Superior oral and written comprehension and expression
Possess a positive attitude and outgoing nature while problem solving
Organizational and Time Management skills
A valid driver's license and clean driving record
Post-secondary training in tourism or hospitality and Agilysys Lodging software background preferred
