Job Description

AN INSPIRING CAREER AWAITS YOU!

The Kessler Collection is made up of 12 artful hotel and resort properties, 25 restaurants, and over 1,700 Grand Performers across seven states, we continue to grow and so will you! The opportunities are endless. Our mission of inspiring places, intuitive service, and exuberant guests means we are committed to our Grand Performers learning, development, and well-being.

We believe people want to be inspired!

Our Grand Performers Receive Many Benefits Including:

• Marriott Employee Discounts Worldwide
• Competitive Wage & Discretionary Bonus Program
• Medical, Dental, Vision Insurance
• Company-Sponsored Life Insurance
• Short & Long-Term Disability Insurance
• Pet Insurance
• Tuition Reimbursement Program
• 401(K) with Discretionary Company Matching Contributions
• Employee Assistance Program

JOB SUMMARY

The overall objective and purpose of the Concierge position are to provide assistance to guests in order to enhance their overall experience. The incumbent is responsible for providing information on area attractions, dining, activities, and events, and coordinating reservations. They are to provide the highest level of service in support of the mission, core values, standards, and goals established by the company.

CORE RESPONSIBILITIES

Primary responsibilities and tasks include, but are not limited to the following:

• Greet and interact with internal and external guests in a genuinely warm and friendly manner using professional and Kessler standard nomenclature
• Maintain the integrity of the guests privacy, including confidentiality of personal information.
• Operate the telephone system, answering calls within three (3) rings, using the correct salutation and telephone etiquette
• Maintain knowledge of hotel amenities, features, and hours of operation
• Maintain updated information regarding area attractions, local events, activities, and services
• Demonstrate effective sales techniques to upsell hotels amenities and products
• Establish relationships with the community and vendor partners
• Coordinate and track reservations. Follow up with guests and provide confirmations
• Prepare welcome letters and complete amenity forms for packages and amenity requests
• Notify guests of messages and record them legibly and completely
• Respond promptly to questions, concerns, and special requests. The follow-up to ensure the guest is satisfied
• Log guest requests and concerns according to the standard operating procedure. Communicate with departments in a timely manner
• Solve problems proficiently
• When company guest services vehicles are available on property, responsibilities may also include, but are not limited to inspecting vehicles following guidelines, cleaning the vehicle inside and out, assisting guests in and out of the vehicle, loading, unloading, and transporting guests luggage, communicating with dispatch, and ensuring guests comfort while traveling.
• Additional responsibilities due to company guest services vehicles on property include obeying all traffic laws and operator safety procedures, pumping gas, completing a daily log of guest comments regarding vehicles, filling out vehicle reports daily including listing any vehicle defects, and operating vehicles within designated travel zones.
• Maintain a neat and organized work area
• Maintain the integrity of Company proprietary information and protect Company assets
• Maintain complete knowledge in the use of all office equipment, property management systems, and access according to specifications
• Maintain complete knowledge and comply with company policies and procedures
• Maintain neat, clean, and professional appearance according to standards
• Follow all company safety and security policies and procedures. Report accidents, injuries, and unsafe conditions
• Welcome and acknowledge guests with disabilities and follow proper procedures to accommodate needs.
• Develop and maintain a positive working relationship and support the team to achieve our goals
• Attend required training and meetings
• All other duties as assigned, planned or un-planned

KNOWLEDGE, SKILLS, AND ABILITIES

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.

• Ability to perform all concierge-related tasks and proficiently use job-related software, property management systems, and office equipment
• Ability to remain calm in various situations, use sound judgment and effectively solve problems
• Ability to read and interpret documents such as safety rules and procedural manuals
• Ability to calculate figures and amounts such as discounts, commissions, upgrades, and percentages
• Strong written, verbal, and interpersonal skills
• Comprehensive knowledge of the local area

MINIMUM QUALIFICATIONS

• Bachelors degree in Business or related training equivalent - required
• 1+ year of relevant work experience in similar scope and title required
• When company guest services vehicles are available on property, a valid US Driver's License and a minimum of 2 years of driving experience is required.
• When company guest services vehicles are available on property, company policy requires that one must be 21 years of age or older to drive a company vehicle and pass a yearly Motor Vehicle Report (MVR) review in accordance with company policy.
• Experience within luxury brand/markets - required
• Student or graduate of hotel management preferred

WORK ENVIRONMENT

• The work environment/conditions described herein are representative of those that an incumbent may experience.
• Must be comfortable working in a shared space, with constant noise, without the use of a private office.
• Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.
• Schedules may vary from week to week based on business demands in excess of or less than 40 hours with or without notice.

PHYSICAL DEMANDS

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job.

• While performing the duties of this job, the incumbent is regularly required to see, hear, reach, use fingers to handle and feel, and sit up to 8 hours on a daily basis.
• Push, pull, and lift up to 10 lbs.
• While performing the duties of this job, the incumbent is regularly required to travel by foot, car, bus, airplane, or other means of transportation which require sitting, waiting and standing for long and short periods of time.

The Kessler Collection is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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