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Company: The Tides Inn
Location: Irvington
Posted on: November 14, 2021

Job Description:

Basic Function: Provides all aspects of the highest level of exemplary guest service including but not limited to, booking tours, dinner reservations, area activities and events, this position should promote/sell and have full knowledge of the resort's services to maximize the guest's awareness of the services available on property. Outside the resort services sell or suggest only the highest quality available to ensure our guests satisfaction. Work Performed: 1. Determine the guest's needs in order to familiarize them with the various vendors that provide services in the area and book appropriately. 2. Answer all phone calls by using the guests name as it appears on the telephone screen within 3 rings. 3. Maintain a clear and organized desk area. 4. Always fill out confirmation cards on any event or service you have prescheduled, take the confirmation card to the front desk on the morning of the arrival date. 5. Call on and make reservations as requested for dinner, events, air travel, rental cars, etc. as necessary. 6. Provide guests with directions to attractions or facilities on or outside the property. 7.Have a personal knowledge of all the concierge desk offers/recommends. 8. Coordinates guests requests for special services including flower arrangements, , gift baskets, etc. 9. Contact in-house guests periodically to ascertain any special needs. 10. Quickly and efficiently follow through on all requests from our guests. 11. Organize special functions as instructed by Programming or Activities. 12. Completes other projects as assigned by the Programming Department or Guest Services Manager. 14. Always use your name/concierge on all written material. 15. Handle all guests concerns/complaints professionally, efficiently and in a courteous and timely manner. 16. Do all the above with a smile and in a truly helpful and cheerful attitude. 17. Maintain and follow-up on all special amenities that are to be placed in guest's rooms. All efforts should be made to have amenities placed in the guest's room prior to the guest check-in. 18. Ensure that all amenities information is relayed on the to Guest Service Manager each day. 19. Coordinate Bayside Explorer Program enrollments for the future with the Activities Coordinator to ensure all forms will be in place prior to check-in. 20. Be aware and communicate community events and weather conditions as requested. Supervision Exercised: None Supervision Received: Guest Services Manager, Director of Rooms Responsibility & Authority: 1. Assists in training new Concierge staff on how to sell the Resort and other services to our guests. 2. Ability to maintain the highest level of service to our guests in a professional manner always. 3. Posses a strong knowledge of Resorts facilities and services and the surrounding community. 4. Never are you to accept a gratuity (kickback) from any vendor, apart from a contract through the resort that will be paid by the resort. 5. Provide confirmation written or by phone to the guest of anything you schedule so they are aware of the cost, cancellation policy, date, time, etc. 6. Ensure that all guest's questionnaires are reviewed and responded to in a timely fashion. Future tours and activities are to be booked in advance of scheduled arrival date to enhance guest's experience. 7. Complete appropriate documents for special requests to ensure the correct department is notified and that the billing information is complete. 8. Maintain outside business contacts within the community to include associates that relate to the concierge department. 9. Posses the ability to work with the Activities Coordinator to develop special activities for guest participation and to enhance their experience while they are here as our guest. 10. Know all safety and emergency procedures for guests and associates and how to act upon them. Minimum Requirements: High school diploma or equivalent. Two to three years resort customer service experience preferred. Must posses a vast knowledge of the resort and local community. Must have exceptional communication and telephone skills. Must know how to use Visual and RIO systems. Physical Requirements: Lifting and Carrying 20 Pounds 90% Sitting 10% Standing/Walking Hearing and Manual Dexterity

Keywords: The Tides Inn, Hampton , Concierge, Hospitality & Tourism , Irvington, Virginia

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