Resort Concierge

Position Purpose & Summary

The Concierge will provide our guests guidance on activities in the local area to include Garden of the Gods park and it's history. They will elevate Garden of the Gods Resort and Club service levels by ensuring all guest and members requests are met promptly and in a timely manner. This position requires the cultivation of relationships with local businesses and service providers in order to make individual recommendations to guests and members, arrange itineraries and amenities, and oversee their personalized stays.

Essential Functions:

• Perform Concierge duties in accordance with training outlines.
• Assist with dining reservations.
• Knowledgeable in hotel and guest room facilities/services.
• Answering phone calls and assisting walk-up Concierge related inquiries.
• Reaches out to guests prior to stay to help setup reservations at our dining facilities, spa, golf, wellness, tennis, and any outside third-party businesses requested by guest.
• Assists with compiling itineraries for guest arrival.
• Greets guests upon arrival and is the point of contact for the guests before, during and after visit.
• Assist in Front desk agent duties and PBX incoming calls and resort reservations.
• Assists with our VIP program and ensuring amenities that are ordered by guests are routed appropriately on the day and time requested.
• Assists Sales and Membership Departments with any needs that may arise in the day-to-day operations.
• Ability to manage multiple projects at once.
• Extremely detail oriented record keeping required to ensure accuracy for requests and future visit information.
• Ability to problem solve and overcome obstacles in order to come to a solution
• Maintains supply of informational brochures, flyers, and maps.
• Cultivates relationships with local businesses and third-party providers in order to secure reservations for hotel guests and club members.
• Assists with booking of Garden of the Gods Resort Outfitters
• Maintains current knowledge of events in the area, points of interest, and services in the area.
• Position hours will fluctuate based on business demands.
• Deliver "I Am Proud" service standards and department-specific signature touch points.
• Establish cross-departmental channels of communication among teammates that are consistent and complete.

Additional Duties and Responsibilities:

• Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
• Provide extraordinary service that is "Enriching by Nature."
• Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
• Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
• Be empowered to make things go right if they go wrong.
• Give the guest/member a fond farewell.
• Address feedback by utilizing the LEARN Model.
• Demonstrate a professional appearance and be attentive to what matters most.
• Comply with company policies and procedures.
• Observe and adhere to safety guidelines.

Marginal Functions:

• Perform other duties as assigned.
• Interface positively with other departments, offering assistance when needed.
• Displays care in use of equipment and maintains an organized and professional work environment.

Position Requirements:

1. Minimum Knowledge & Skills:

• Requires knowledge of the local area and all it would to our guests and members.
• Requires knowledge of Microsoft Word and Excel
• Requires ability to interpret / extract information and / or perform arithmetic functions. Require typing CRT, record keeping and work processing,
• Will have need for excellent communication skills
  2. Formal Education and Job-Related Experience:

• This position requires a minimum formal education of a high school diploma and a minimum of six months job-related experience.
• Clefs D'Or or previous concierge experience preferred.
  3. License, Registration, and/or Certification Required:

Valid Driver's License required

External and Internal Personal Contact:

1. Communications:

• Daily - Communicate with guests and members, front desk agents, valet, Membership, Sales and Catering, Dining and Culinary Teams
• Weekly - Communicate new hours of operation with the resort management team, communicate itineraries with guests, conduct pre-arrival calls with upcoming guests, facilitate the dining report.
• Occasionally - Participate in one-on-one coaching sessions.

2. Teamwork and Collaboration: This position requires continuous teamwork as well as internal and cross-departmental communication.

Additional Licenses and/or Certifications Required:

YES

NO

Valid Driver's License

X

CPR Certification

X

Food Protection Manager Certification

X

Food Handler Certification

X

Alcohol Server/Seller Certification

X

Position Analysis/Specifications:

N/A

(Not Applicable)

OCCASIONAL

FREQUENTLY

Sitting

Standing

X

Walking

X

Bending Over

X

Crawling

X

Reaching

X

Crouching

X

Kneeling

X

Balancing

X

Pushing / Pulling

X

Lifting / Carrying:

10 lbs. or less

X

11 to 25 lbs.

X

26 to 50 lbs.

X

51 to 70 lbs.

X

Manual Dexterity

X

Fine Motor Skills

X

Gross Motor Skills

X

Eye / Hand Coordination

X

Near Vision

X

Far Vision

X

Color Recognition

X

Hearing

X

Environmental Factors:

Environmental factors may include indoor setting with overhead lighting and comfortable ventilation. May occasionally be called upon to work in all areas of the property, both inside and outside, possibly in inclement weather.

YES

NO

Working Outside

X

Working Inside

X

Working Alone

X

Working Closely with Others

X

Excessive Cold / Heat

X

Excessive Humidity / Dampness

X

Noise / Vibrations

X

Working Above Ground

X

Working Below Ground

X

Working with Chemicals / Detergents / Cleaners

X

Working Around Fumes / Smoke / Gas

X

Walking on Uneven Surfaces

X

Operating Motorized Equipment or Vehicles

X

Working Around/Near Machinery/Motorized Equipment

X

Climbing on Scaffolds or Ladders

X

Continuous use with a Computer and Keyboard