Job Summary
Primary responsible for maintaining the smooth operations of the Concierge Desk and to see to the needs and comfort of guests.
Essential Job Functions
Adheres to Carillon standards for guest service.
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge of:
All Resort guest.
Scheduled daily activities.
In-house groups.
Resort extension numbers.
radios carried by resort personnel.
All special requests (DND, screen calls, NRG, etc.)
Hours of operation of each outlet.
Features and services provided by the resort.
Responsible for immediate acknowledgement of all guests and assisting all guests throughout lobby and reception area with all requests (i.e. registration, check-out, special requests or preferences, itinerary, etc.)
Requires good communication skills, both verbal and written.
Must possess basic computational ability.
Answer questions regarding and/or making arrangements for dining, entertainment, sports events, recreation, tours, health and beauty services, transportation, cultural activities, shopping, floral services, theater tickets, secretarial services, courier, golf, tennis, luggage repairs, art sales, musician bookings, guest holiday functions, special occasions requests by guests, VIP guest gifts, return guest recognition, first time guest introduction to Carillon, or any special guest requests.
Keep accurate records of all arrangements made.
Answer questions concerning and/or giving directions to hotel facilities, meeting rooms, or events held therein.
Coordinate/promote activity reports to track reservation bookings.
Processes incoming and outgoing packages, i.e., FedEx, UPS, etc. Oversees incoming and outgoing guest and staff member Carillon business-related faxes. Distributes mail to guests.
Maintain current information and materials regarding hotel facilities and services, and local restaurants and attractions.
Maintain a current resume book related to conventions, meetings, and special events held in the hotel and the city.
Gives special attention to extended-stay guests. Performs other job-related duties as directed.
Prepares activity boards as needed.
Refers guest problems or complaints to supervisor according to Carillon guest problem resolution policy.
Must be well versed with all hotel amenities and outlets to serve as an ambassador to promote them, including, but not limited to our restaurants and center for health and healing.
Coordinate with Sales regarding VIP groups.
Education, Experience and Skill Requirements
GED Required
Minimum two years’ experience in a hotel.
Les Clefs d’Or certification preferred.
Must have excellent verbal and organizational skills, bilingual preferred.
Must be able to work a flexible schedule, able to multitask, and work efficiently under pressure.
Must be friendly, courteous, service-oriented, and enjoy working with a variety of people.
Must have knowledge of Miami Beach and surrounding area to sufficiently be able to give directions and make recommendations to guests.
To apply for this job please visit www.carillonhotel.com.
