Concierge, Crockfords

Overview

Summary Statement Our guests have a lust for a life less ordinary that drives them to demand more, experience it all and hit repeat. The role of the Concierge at Resorts World Las Vegas is to share our guests’ passions, provide insider access to what’s new and what’s next.

• Assist with guest entertainment bookings and own the concierge experience from pre-arrival to departure.
• Promote Resorts World Las Vegas’ outlets and amenities by educating guests on restaurants, shows and other outlets such as spa, retail and pools.
• Process all guest requests and respond promptly and discreetly to guest inquiries.
• Provide information for all casino events, promotions, general information and directions regarding the casino, hotel and local metropolitan area.
• Coordinate guest itineraries prior to the guest's arrival of requests received via phone, fax and/or email.
• Maintain knowledge of all restaurant, spa and entertainment information, including menu items and hours of operation to best serve the guest.
• Provide a property orientation in order to familiarize the guest with all services and available facilities.
• Ensure guest's preferences are met and amenities are provided.
• Work assigned stations based on the needs of business.
• Potential handling and delivery of alcohol.
• Redemption of guests’ promotions, issuance of comps and reviewing of guests’ play.
• Coordinate the delivery of requested amenities and floral orders through the Bell Desk or In-Room Dining.
• Accurately enter reservations into required computer systems according to policy.
• Obtain and maintain position-specific licensing.
• Ensure all Resorts World core values and property and department standards are implemented and applied.
• Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
• Work assigned stations based on the needs of the business. Possess the appropriate knowledge and skill level to act in any capacity required.
• Other duties as assigned.

• At least one year of experience as a Concierge or similar VIP role.
• Ability to effectively communicate in English.
• Polished appearance and demeanor.
• Excellent customer service skills.
• Ability to obtain and maintain full knowledge and understanding of company and department rules and regulations, policies and procedures.

• Participation in industry associations including the Southern Nevada Hotel Concierge Association and/or Les Clefs d’Or USA.
• Experience working in a gaming environment utilizing a player tracking system.
• Previous experience in a large, luxury resort setting.

• At least one year of experience as a Concierge or similar VIP role.

• Proof of eligibility to work in the United States.
• Position required licenses.

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is typically performed in a front office environment, assisting our guests.
• Must be tolerant to varying conditions of noise level, temperature, illumination and air quality.
• Prolonged sitting/standing.
• Bending and reaching.
• Transporting, pushing, pulling, lifting and maneuvering items weighing up to 10 lbs.
• Eye/hand coordination.
• Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (MSDS) and other instructions.

• Everyone is an Ambassador–No matter where you work at Resorts World Las Vegas, it is your responsibility to treat this property like you would your own home. No one gets hurt, everyone feels secure, the environment is clean, and every guest gets what they need.
• Everyone works in Safety–If you have a safety concern, it is your responsibility to address it by correcting it or notifying the appropriate department or individual.
• Everyone works in Security–If you See Something, it is your responsibility to Say Something. You must notify the appropriate department or individual if you feel there is a security concern.
• Everyone works in EVS–If there is trash on the floor, it is your responsibility to pick it up. If it is a mess that needs more attention, it is your responsibility to notify the appropriate department or individual.
• Everyone works in Guest Experience–If a guest needs assistance, it is your responsibility to assist that guest and do so with a smile. If the guest needs more assistance than you can provide, it is your responsibility to notify the appropriate department or individual.