Guest Experience/Concierge Manager

Description:

SUMMARY

The Guest Experience/Concierge Manager is responsible for leading the Concierge department in order to ensure the highest standards of services in addition to ensuring VIPs of the resort are identified and provided the highest levels of personalized service before, during and after their stay. This will included all personalized and special requests, transportation, special dietary needs, bedding preferences etc. are established and managed prior to arrival. All Concierge matters are conducted inaccordance with the Five Star and Five Diamond and Rancho Valencia Resort & Spa Standards and requirements.

ESSENTIAL FUNCTIONS

1. Promote the Property’s outlets and amenities by informing guests on restaurants, Spa, Tennis and golf.

2. Handles prearrival emails and telephone calls 21 days prior to the guests’ arrival.

3. Supervises the day to day operations of the Concierge desk; striving to exceed guests expectations.

4. Participates in the training and evaluation of front office staff; trains, re-trains, guides performance of concierge tasks. Provides feedback to management when performance shortcomings are observed.

5. Create an itemized itinerary to share with all departments within the hotel.

6. Responsible for establishing new and maintaining existing relationships with local suppliers and out of town networks.

7. Provides assistance to guests with all special and unique requests both in San Diego and out of town networks.

8. Provides regular updates to the Guest Services and Front Office teams as changes occur to the hospitality service providers in and around San Diego such as local places of interest, restaurants, transportation, car rental, sport facilities, outdoor activities, shopping areas and all relevant information likely to be of guests’ interest. Records information and communicates it to the appropriate staff members so that they are able to answer guest requests and questions.

9. Coordinate guest itineraries, prior to the guest’s arrival and during their stay with acute attention to detail.

10. Coordinates all guests transportation needs in order to meet guest satisfaction.

11. Provide leadership and support to the Guest Services and Front Office Teams when necessary and assigned.

12. Exhibits a professional demeanor and willingness to assist guests at all times

13. Coordinate guest itineraries, prior to the guest’s arrival, for requests received via phone, fax, and email.

14. Maintain knowledge of all restaurant, spa, tennis, entertainment and activites information regarding the Resort and local area.

15. Continuouslly update, monitor and maintain our offerings of restaurants and local attractions in Alice and provide additional details in the Alice profile to ensure accurate information and live feedback from guest is current within the Alice system.

16. Coordinate the delivery of requested amenities and floral orders through the Guest Services or In – Room Dining

17. Participate in and support hotel efforts towards community, sustainability and environmental initiatives.

18. Perform other duties as directed, developed or assigned.

Requirements:

QUALIFICATIONS

Required

1. Minimum 2 years of supervisory experience in Front Office or similar position

2. San Diego area knowledge including but not limited to dining options with a variety of culinary emphasis, awareness of leisure events including but not limited to the music, arts, culture, adventure, wellness, romantic outings and children-friendly activities

3. Previous Five Star & Five Diamond Resort Experience

4. Valid US Driver's License

Desirable

1. Working Knowledge of Opera, Alice, OpenTable, Spa Soft

2. Four years college degree in Hospitality or Business

3. Food and Beverage knowledge

4. Current status of single or double key member with Les Clefs d’Or or currently working towards this status.

SKILLS

Required

1. Excellent written and verbal communication skills.

2. Ability to work accurately on the computer while coordinating with guests and vendors by phone.

3. Ability to maintain poise and graciousness while under pressure

Desirable

1. Ability to communicate in other languages

2. First-hand extensive travel experience

TRAVEL REQUIRMENTS

1. None except occasional local industry networking

PHYSICAL DEMANDS

1. Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. Have frequent need to perform standing and walking activities related to inspecting property.

2. Constant need to perform the following physical activities: grasping, turning, finger dexterity.

3. Occasional need to stand for long periods of time.

4. Lifting/carrying up to 10 lbs. frequently and 25 lbs. occasionally.

5. Vision requirements: constant need to view small print. Frequent need to see small details and things clearly beyond arms’ reach.

6. Hearing requirements: constant need to speak on telephone and/or two-way radio, respond to general public and converse with staff. Ability to hear fire alarms and emergency equipment.

NOTE: A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

Employee Signature Date