Job Description

Position Purpose & Summary

The Concierge will elevate the level of service provided by the Garden of the Gods resort and club by cultivating relationships with local businesses and service providers in order to provide bespoke and individual recommendations to guests and members, arrange itineraries and amenities, and oversee their personalized stays. The concierge will focus on the highlighted essential functions however is required to be able to fulfill all duties without hesitation in accordance with the training outline, this job description and all other assigned duties as seen fit.

Essential Functions:

• Perform Concierge duties in accordance with training outlines
• Assist with dining reservations.
• Knowledgeable in the hotel and guest room facilities/services.
• Answering phone calls and assisting walk-up concierge related inquiries.
• Reaches out to guests prior to arrival to help setup reservations at our dining facilities, spa, golf, wellness, tennis and any outside third-party businesses requested by guest.
• Assist 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 with Front Desk/Front office duties/tasks, Valet 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 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.
• Maintain supply of informational brochures, flyers and maps.
• Cultivates relationships with local businesses and third-party providers un order to secure reservations for the hotel guests and club members.
• Assists with booking 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.
• 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.
• Answering, screening, and forwarding calls in a professional and courteous manner.
• Handling general phone inquiries about the organization.
• Directing external calls to designated departments or individuals.
• Transferring internal calls across departments and between staff.
• Relaying written or verbal messages in a timely and accurate manner.
• Keeping records of calls placed and charges incurred.
• Assisting with other administrative duties, including copying, scanning, faxing, and emailing.

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: Must have basic knowledge of Microsoft Word and Excel. Minimum 1 year in a Concierge Role in a resort role or similar
2. Formal Education and Job-Related Experience:  This position requires a minimum formal education of a high school diploma. Experience with Opera Cloud property management is preferred
3. License, Registration, and/or Certification Required:  Valid Drivers License required

External and Internal Personal Contact:

1. Communications:

• Dail y – Communicate with front desk agents, concierge, valet, Sales and Catering and housekeeping regarding reservations needs

• Weekly – Communicate with Concierge, front office and Sales departments to ensure upcoming reservations needs are communicated
• 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

X

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. Significant portions (more than 50%) of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations. 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

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