The Concierge is responsible for the overall Resident and guest satisfaction including initiating contact and fulfilling the requests of the Residents entering the residences or hotel and creating a delightful arrival and departure experience. 

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Department Job Functions:

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\n\nProvide excellent service consistent with the property’s core service standards and brand attributes\nMeet the demands of a fast-paced environment by using good judgment and the ability to multi-task \nAbility to think clearly, quickly, maintains concentration and makes concise decisions.\nThe ability to focus and pay attention to details\nProactively greet, interact, and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment\nPerform all duties as deemed necessary for the success of the department\nBe knowledgeable of Department Residences and Hotel goals\nMaintain complete knowledge and comply with all Residential and hotel departmental policies and procedures.\nPractice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance\nMaintain complete knowledge of and comply with all departmental policies, procedures, and standards\nProactively seek to provide refined luxury service ensuring guest satisfaction\nBe familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately       \nBe familiar with local establishments and activities i.e. Restaurants, night clubs, shows\nAwareness and ability to communicate daily events and functions \nBe knowledgeable of Hotel information to answer guest inquiries \nServe as ambassadors of the property by being the first point of guest contact\nAbility to focus attention on guest needs, remaining calm and courteous.\nMaintain positive guest relations at all times\nAnticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day\nAn ability to understand the Residents’ inquiries and provide responses\nAn ability to maintain the confidentiality of all Residential guest information and pertinent hotel data\nAccommodate all Residents requests expediently and courteously\nFollow up with designated Residential or hotel personnel to ensure completion of request. \nOwn all requests and complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction\nDocument Residents requests for Concierge or Valet assistance.\nMaintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended\nEnsure Hotel property and equipment is properly used and maintained \nIdentify and report defects throughout the Hotel; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations\nProtect and utilize Hotel assets in a responsible and professional manner\nParticipate in the property’s sustainability initiative through energy conservation and the use of recycling programs and materials\n\n

Department Specific Job Functions: 

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·         Maintain knowledge of:

\n\n\nScheduled daily activities\nDaily arrivals/departures\nHours of operation for each outlet\nFeatures and services provided by the Hotel and Residences\n\n\n

·      Remain in assigned post position, maintaining correct stance

\n\nCreate special conversations with guests which identify personal preferences in order to record in each residents profile history\nHave an in depth knowledge of directions, travel time, cost and various forms of transportation \nMaintain a constantly updated database with extensive information about city highlights\nDemonstrate first hand knowledge of the recommendations with thorough research \nInquire as to the success or enjoyment of the recommendations made.\nMaintain a consistent and sufficient level of brochures, maps and handouts\nMaintain a daily record (via software) of all residents requests, reservations and confirmations for all residents\nBe knowledgeable of all in-house and arriving residents \nBe aware of all daily events in the hotel.\nArrange tickets for theatre, sporting events and local attractions \nMake and confirm dining reservations, making superb recommendations.\nArrange for package delivery and pickup for residents. \nProvide residents with a confirmation card for all reservations, transportation, theatre tickets, etc. \nCommunicate all-important details to management and team members\nProvide a daily list of transportation reservations to the Director of Residential Operations\nAct as a guide when guests ask for direction and physically assist them to their destination within the hotel\nProvide clear directions for all residents travelling outside the hotel \nRespond to all residents’ needs and requests\nDevelop and maintain vendor and community relationships in the interest of the management and guests\nContinually seek to improve knowledge of Las Vegas and its attractions.\nTo build strong contacts that will facilitate difficult resident requests\nOther activities as deemed appropriate by the Residential Operations Manager or Director of Residential Operations.\n\n

  

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Requirements: Mandatory

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\n\nProfessional appearance and demeanour \nAt least two years of guest service experience \nWorking knowledge of Microsoft Office including Word, Excel, PowerPoint, and the Internet\nTeam Oriented\nExcellent overall organization, communication, presentation skills both written and verbal in the English language \nMust have very strong knowledge of the restaurants, bars, nightclubs, theatres, shows and attractions in Las Vegas Demonstrates knowledge and abilities to operate Go-Concierge (or other) software system, in order to provide high quality guest enquiry and booking experiences while working independently\nMulti task in various situations and remain composed at all times\nThe ability to work well in a team environment\nPerform job functions with attention to detail, speed, and accuracy\nThe ability to work well in a fast-paced, team environment \nExcellent time management and organizational skills\nBe a clear thinker, remaining calm and resolving problems using good judgment\nFollow directions thoroughly\nUnderstand guest service needs\nWork cohesively with co-workers as part of a team\nWork with minimal supervision\nMaintain confidentiality of guest information and pertinent hotel data\nAbility to work varied shifts, including weekends and holidays \nAble to lift up to 50 lbs on a regular basis\nAble to lift up to 100 lbs on an occasional basis\nAble to stand and run for extended periods \nAbility to work varied shifts, including weekends and holidays\n\n

 

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Requirements: Desirable

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·         Preferred two years luxury hotel or condominium concierge experience

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·         Additional languages are advantageous.

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·         Luxury hotel or residential high rise experience

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·         Graduate of Hotel School or related college degree. 

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Each of the items listed is an essential function of the position.  However, the duties, responsibilities and requirements presented in this job description are intended as broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position.  The Company reserves the right to alter the duties and responsibilities of the position. 

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It is our Company policy to comply with the Americans with Disabilities Act, which includes providing reasonable accommodations that do not constitute an undue hardship on the Company.  Employees or applicants should direct requests for accommodation to Director of Human Resources.

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What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

\n\n Hospitality - We're passionate about delivering exceptional guest experiences. \n Integrity - We do the right thing, all the time. \n Leadership - We're leaders in our industry and in our communities. \n Teamwork - We're team players in everything we do. \n Ownership - We're the owners of our actions and decisions. \n Now - We operate with a sense of urgency and discipline \n\n

In addition, we look for the demonstration of the following key attributes:

\n\n Quality \n Productivity \n Dependability \n Customer Focus \n Adaptability \nWhat will it be like to work for Hilton?

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Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all!

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