Hotel Concierge

100 N Hayford Rd, Airway Heights, WA 99001, USA

Provide information to guests on a wide variety of subjects. To assist guests, fellow associates and visitors with any reasonable request or need that will make their overall experience a memorable one. Ensure the highest level of guest satisfaction.

• Ensures compliance with the Kalispel Tribe of Indians
  - Internal Controls, and Northern Quest Resort and Casino Policies and Procedures.
• Arrive early enough to ensure a smooth transition between shifts.
• Know the resort and its services in the most intimate of details.
• Have extensive knowledge of the Camas Club and its policies and procedures.
• Ensure that guest response process is being followed through on a daily basis.
• Extensive knowledge of the surrounding community and events.
• Provide anticipatory service in a thoughtful and intuitive way.
• Exhibit a genuine sense of interest and concern for the guest.
• Provide personalized recommendations for amenities, restaurants, and shopping.
• Create customized itineraries and packages.
• Daily follow through with the VIP and frequent guest programs.
• Monitor activity in the business center.
• Maintain a positive and upbeat attitude at all times and in all circumstances.
• Maintain a professional appearance at all times, including a clean and pressed uniform with nametag.
• Up sell guest on rooms, service, and amenities.
• Accurately completes required paperwork and maintain logs.
• Answer all telephones within three rings.
• Check guest who are waiting in line in and out at concierge desk in the lobby.
• Assist Front Desk and Bell Stand at peak times to ensure smooth check in and check out.
• Work closely with other departments and vendors.
• Be knowledgeable of all emergency procedures, fire alarm operations and OSHA regulations.
• Maintain an open and positive line of communication with all departments in the casino and resort.
• Knowledgeable of the property’s employee handbook.
• Be sure Concierge Desk in lobby is constantly clean and maintain a professional appearance.
• Handle any guest request efficiently and timely to the guest’s satisfaction.
• Be sure to make yourself easily accessible to guests. Maintain a high level of visibility in the lobby.
• Work closely with the Casino Hosts in the delivery of service to casino VIPs.
• Share information with other departments to facilitate their successful performance.
• Ensure guest confidentiality standards are followed.
• Responsible for maintaining a good attendance record.
• Ensure control/protection of company assets.
• May be required to be a panelist for the Internal Review Hearings.
• Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed.
• This job description does not list all of the duties of this position. You may be instructed by management to perform other duties as assigned.

• This job has no supervisory responsibilities.

• High school diploma or general education degree (GED).

• Minimum of two years hotel front office experience and/or one year concierge experience.
• Experience in a four star/four diamond hotel preferred.

• Must be computer literate with working knowledge of Microsoft programs and other computer software.
• Ability to type at least 40 wpm. (Test Required)
• Must have extensive knowledge of the hotel, casino, and the community.
• Possess a friendly and outgoing personality, enjoys dealing with and be willing to provide a positive experience to guests, fellow associates and visitors.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Ability to maintain effective working relationships with department head and employees.
• Excellent organizational, communication and…