Concierge - VIP Services

Description

The primary responsibility of a Concierge is to provide unmatched AAA 4 Diamond customer service during the check-in and check-out process, registering guests, rending bills, and receiving cash and credit payments. The Concierge - Htl VIP Services is also responsible for assisting high-end casino patrons with questions, directions, miscellaneous concierge information, and resolving guest disputes in a professional and courteous manner while maintaining service standards in order to enhance the overall guest experience.

Position Responsibilities

• Maintain positive guest relations at all times, resolving guest complaints and ensuring guest satisfaction.
• Maintain positive internal guest relations at all times to ensure successful inter-departmental relationships.
• Checks guests in and out, in a speedy, efficient and friendly matter according to Front Office Service Standards.
• Maintain constant awareness of the rack and room blocking situations.

• Acknowledge guests immediately upon entering the VIP Lounge.

• Thorough knowledge of all accommodations in the hotel, including all property amenities and information.
• Ability to initiate and hold professional and friendly conversations with guests.
• Maintain the confidentiality of guest information and pertinent hotel data.
• Obtain an assigned bank and ensure the accuracy of contracted monies.
• Possess skills to expedite clerical processing, perform a service, evaluate information, and take action based upon information to complete a task or assignment or activity.
• Ensures divisional/departmental compliance with Wind Creek‘s customer service standards.
• Properly use equipment, tools or systems to complete assigned tasks and complies with company safety standards.
• Develop a working knowledge of any PGCB rules, regulations and Internal Controls applicable to your position.
• Complete all paperwork in accordance with PGCB and approved Wind Creek standards.
• Ensures compliance with Pennsylvania Gaming Control Board internal controls.
• Read and understand Wind Creek’s Compulsive and Problem Gambling Plan with regards to how to conduct business in this position and specifically the regulations prohibiting service to minors and/or intoxicated persons.
• Provide superior customer service to all internal and external customers in compliance with Wind Creek’s customer service standards.
• Adhere to and complies with both departmental and overall property policies and procedures.
• Consistent and regular attendance is an essential function of this job.
• Perform any other related duties as assigned.

Minimum Employment Requirements

18 years of age, proof of authorization/eligibility to work in the United States.

High School diploma or equivalent.

Ability to communicate effectively in a positive/upbeat fashion utilizing English; both in oral and written form.

Interpersonal skills with focused attention on guest needs to deal effectively with all business contacts.

Maintain a professional, neat and well-groomed appearance adhering to the Wind Creek appearance standards.

Maintain consistent adherence to the Wind Creek Customer Service Standards.

Must be able to work varied shifts, including weekends and holidays.

Specific Position Requirements 

• Previous experience in a 4 or 5 Diamond hotel/resort preferred.
• One year continuous face to face guest service experience, preferably in a high-end customer service engagement.
• Possess the ability to reflect a professional image.
• Previous experience with LMS and PC software programs (MS Word, Excel), basic typing skills, excellent guest service skills are strongly preferred.
• Strong technical/reservation systems experience preferred.
• Bi-lingual in a second language other than English is preferred.
• Knowledge of the property, the VIP aspects of the casino department, the local area attractions, local restaurants/bars, is preferred.
• Six months previous cash handling experience required, preferable in a high-end hotel/casino environment.
• Ability to work without direct supervision.
• Possess the ability to reflect a professional image.
• Must be able to address stressful situations with guests with dignity and the utmost tact and politeness.
• Ability to provide information to all guest inquiries and coordinate all guest requests by creating meaningful itineraries for special arrangements or services in an efficient, professional, and warm manner.
• Work in a fast-paced, busy, and somewhat stressful environment.
• Must be able to maintain a positive/upbeat personality at all times in order to assist guests with questions, directions, check-in/check-out, and other information regarding the hotel/casino to help create an exceptional guest experience.
• Must be able to stay calm and maintain a positive image when dealing with highly stressful situations involving guest disputes and check-in/check-out procedures.

• Must maintain a positive attitude toward work and interface with guests in a congenial and polite manner. Must be able to address stressful situations with clients with dignity and the utmost tact and politeness.
• Work indoors and outdoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke, variations in weather.
• Maintain physical stamina and proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.
• Must be able to frequently move freely about the office and the property, maintain manual dexterity to access computer via computer keyboard and operate office equipment, such as telephones, copiers, fax machine etc.
• Withstand various activities such as frequent walking, sitting for long periods and withstand prolonged standing, stretching, bending and kneeling without restriction.
• Must be able to lift a minimum of 50 pounds, able to push and/or pull 200 pounds unassisted.
• Must be able to qualify for and obtain a Pennsylvania Gaming Control Board License.

NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES.