DAILY RESPONSIBILITIES
Concierge Services
Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
Respond to guest requests for special arrangements or services (e.g., transportation, religious services, babysitting, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
Guest Relations
Thank guests with genuine appreciation.
Perform other reasonable duties as requested.
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest&039;s name when possible.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property- specific processes (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
Stay up- to- date on the local area so that you are prepared to provide specific recommendations for guests.
Assist other employees to ensure proper coverage and prompt guest service.
Anticipate guests&039; service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences, and acting on them whenever possible.
Address guests&039; service needs in a professional, positive, and timely manner.
Communicate recommendations in a way that builds excitement and interest among guests and associates.
Guest Services
Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, requests, or problems.
Contact appropriate individuals or departments (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest call, requests, or problems.
Follow up with guests to ensure their requests or problems have been met to their satisfaction.
Manage access to technological devices within public spaces (e.g., television, remote control, computer, Internet, games, etc.) and provide basic troubleshooting assistance or refer to appropriate individual or department (e.g., Engineering, Security/Loss Prevention) as necessary.
Safety and Security
Report work- related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Follow property- specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
Maintain awareness of undesirable persons on property premises.
Working with Others
Develop and maintain positive and productive working relationships with other employees and departments.
Support all co- workers and treat them with dignity and respect.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Quality Assurance/Quality Improvement
Comply with quality assurance expectations and standards.
Physical Tasks
Enter and locate work- related information using computers and/or point of sale systems.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Read and visually verify information in a variety of formats (e.g., small print).
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Communications
Speak to guests and co- workers using clear, appropriate and professional language.
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one&039;s voice, using the callers&039; name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Provide assistance to coworkers, ensuring they understand their tasks.
Instruct guests on how to access the internet (e.g., dial- up, broadband, wireless).
Reports/Recordkeeping
Print contingency lists to have a record of all guests in case of emergency.
Review shift logs/daily memo books and document pertinent information in logbooks.
Policies and Procedures
Perform other reasonable job duties as requested by Supervisors.
Ensure uniform, nametags, and personal appearance are clean, hygienic, and professional.
Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
Follow company and department policies and procedures.
Protect the privacy and security of guests and coworkers.
