Lead Concierge (18266)
at Enchantment Group

Date Posted: 12/1/2019

Job Description

Job Description

Job Details
Job Location Enchantment Resort - Sedona - Sedona, AZ
Position Type Full Time
Job Shift Day
Job Category Sales

Basic Function: Provide support to the concierge department by handling administrative duties, pre- arrival contact, special projects, and vendor and guest contact as assigned to the concierge staff, while functioning also as a concierge. Provides all aspects of the highest level of guest service including but not limited to, booking tours, dinner reservations, area activities and events. Promote/sell and have full knowledge of the resort’s services to maximize the guest’s awareness of the services available on property. For services outside of the resort, sell or suggest only the highest quality available to ensure our guests satisfaction

Work Performed:

  1. Execution of pre-arrival guest contacts by making contact prior to arrival
  2. Handle all guests’ concerns/complaints professionally, efficiently and in a courteous and timely manner
  3. Determine the guest’s needs in order to familiarize them with the various vendors that provide services in the area and book appropriately
  4. Train new staff to who employ resort specific methods to meet our guest’s needs
  5. Ensure all phones at the concierge desk are answered appropriately by using the guest’s name
  6. Maintain a clear and organized desk area
  7. Ensure that every guest receives confirmation of services
  8. Provide confirmation to the guest of anything you schedule so they are aware of the cost, cancellation policy, date, time, etc.
  9. Monitor and order supplies as needed
  10. Make reservations immediately as requested for dinner, events, air travel, rental cars, etc.,
  11. Book future tours and activities in advance of scheduled arrival date to enhance guests’ experience
  12. Provide guests with directions to attractions or facilities on or outside the property
  13. Have a personal knowledge of all the concierge desk offers/recommends
  14. Coordinate guests’ requests for special services including flower arrangements, gift baskets, etc.
  15. Complete appropriate documents for special requests to insure the correct department is notified and that the billing information is complete
  16. Contact in-house guests periodically to ascertain any special needs
  17. Quickly and efficiently follow through on all requests from our guests
  18. Possess a friendly manner including a smile and with a truly helpful and cheerful attitude at all times
  19. Assist in the hiring of new concierge staff
  20. Ensure that no gratuity (kickback) from any vendor is accepted. Only contracts through the resort are authorized
  21. Assist in developing new special activities for guest participation with appropriate manager
  22. Other duties as assigned

Supervision Exercised: None

Supervision Received: Guest Services Manager

Responsibility & Authority:

  1. Maintain outside business contacts within the community to include associates that relate to the concierge department and vendors
  2. Lead and assist with concierge staff

Minimum Requirements:

High school diploma or equivalent. 2+ years resort customer service experience preferred. Must possess a vast knowledge of the resort and local community. Must have strong organizational skills, excellent written and verbal communication skills and be able to perform and prioritize multiple tasks with ease. Computer skills required. Strong team member relations

Physical Requirements:

  • 90% Sitting
  • 10% Walking & standing
  • Lifting/Carrying up to 25 lbs.
  • Hearing and manual dexterity
  • Distance vision 1-3 feet
  • Must have exceptional communication and telephone skills

Job Snapshot

About Us

Enchantment Group

As an industry innovator and trusted leader in the management of hotels, resorts, residential communities, destination spas, and golf courses, Enchantment Group offers a unique mix of expertise, management acumen and insight. Our approach is disciplined, team-oriented, and centered around providing tremendous value to our investors and their shareholders.

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