Concierge - Full Time

6 days ago

Miami, United States Trump Miami Resort Management LLC Full time
Job DescriptionJob Description

Principle Responsibilities/Position Purpose:

To act as an ambassador of the resort by providing special assistance and information about local area attractions to guests and patrons, offering a wide selection of alternatives for guest satisfaction.

EXAMPLE OF DUTIES:

ESSENTIAL FUNCTIONS

  • Greets guests immediately with a friendly and sincere welcome. Responds to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc. according to individual needs.
  • Answers telephone calls and inputs messages into the computer. Retrieves messages and communicates contents to the guest. Retrieves mail, small packages, and facsimiles for guests as requested.
  • Arranges and confirms recreation, business and dining activities both inside and outside the resort. Promptly responds to requests for dentists, doctors, child care, florists, etc.
  • Registers VIP guests by inputting and retrieving information from a computer system, confirming pertinent information such as number of guests and room rate. Promotes Trump National Doral - Miami & Trump National Doral - Miami marketing programs. Makes appropriate selection of guest rooms based on guest needs. Codes electronic keys. Confirms the room number and rate. Provides folders containing room keys, certificates, coupons and refreshment center keys as appropriate.
  • Responds to guest complaints, conducts research to develop the most effective solutions and negotiates results. Listens and assists in resolving problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy resort activity.
  • Distributes printed materials such as brochures of local attractions.

Other

Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the resort.

Regular attendance in conformance with the standards, which may be established by Trump National Doral - Miami from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the industry, that we are in a need will occur for associate to provide “Lateral Service”. Our goal is to ensure that we are maximizing customer satisfaction and as result there will be times when our associates in Operations will call upon us for support in order to ensure customer satisfaction occurs. When we are fortunate enough for this to occur, each associate will positively respond unless there is a chance that an opportunity resulting in dissatisfying a guest could occur. If this is the case the leader is to be notified and the level of support that is being requested will be obtained.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.

  • Provides safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the guest. Files access slips in room order.
  • Operates facsimile machine to send, receive, and log incoming transmissions. Notifies guests using the message function of the computer of incoming faxes.
  • Escorts VIP guests to accommodations.
  • Handles cash, makes change and balances an assigned house bank. Performs simple arithmetic functions using a calculator.
  • Participates in associate annual review and opinion survey.
  • Participates in all required training.

PHYSICAL REQUIREMENTS:

Frequency Key: Never – 0 hours; Rare – up to 1 hour; Occasional – 1-3 hours; Frequent – 3-6 Hours;

Constant – 6-8 hours

Physical Activity Frequency

Sitting Frequent

Walking Constant

Climbing stairs Occasional

Crouching/Bending/Stooping Frequent

Reaching Frequent

Grasping Frequent

Pushing/Pulling Frequent

Near Vision Constant

Far Vision Constant

Hearing Constant

Talking Constant

Smell Rare

Lifting/Carrying(# lbs.) - up to 20 lbs. Occasional

Travel Never

OTHER DUTIES:

Assimilate into Trump National Doral - Miami Cultural Foundation through understanding, supporting and participating in all elements of the Trump Cornerstones. Demonstrate working knowledge of the service standards.

SAFETY REQUIREMENTS:

OSHA laws require the use of the following Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety:

  • None

Associates will be trained in the proper use and care of assigned PPE. The resort provides the required PPE. It is your responsibility to report defective, damaged or lost PPE, or equipment that does not fit properly, to your Leader.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

  • Ability to effectively deal with internal and external guests, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
  • Basic mathematical and calculator skills to prepare mathematical calculations without error, e.g., purchasing tickets for guests.
  • Ability to communicate orally and verbally in English with associates and outside entities. Certain positions will require the ability to read and write in English as well.
  • Ability to access and accurately input information using a moderately complex computer system.
  • Ability to stand, walk and/or sit and continuously perform essential job functions.
  • Learning and visual ability to observe and detect signs of emergency situations.
  • Ability to work under pressure and deal with stressful situations during busy periods.

QUALIFICATION STANDARDS:

EDUCATION

High School graduate or equivalent required.

EXPERIENCE

Prior guest service experience required. Prior Front Desk or other prior hospitality experience preferred.

LICENSES OR CERTIFICATES

No special licenses required. Membership in Clef d'Or local concierge association, CPR certification and/or First Aid training preferred.

GROOMING

All associates must maintain a neat, clean and well-groomed appearance (specific standards available).

OTHER

Applicants with additional language skills preferred



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