Concierge

POSITION PURPOSE

Offer assistance and/or information to guests and visitors regarding the hotel and its facilities and the surrounding area with its restaurants and attractions.

ESSENTIAL FUNCTIONS

• Answer questions regarding and/or making arrangements for dining, entertainment, sports events, recreation, tours, health and beauty services, childcare, transportation, religious worship, cultural activities, shopping, floral services, and other services. 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. (60% of the time)
• Process and notify guests of receipt of facsimiles, mail and messages. Assist guests in the sending of facsimiles, mail and messages. (20% of the time)
• 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. (20% of the time)

OTHER:

• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.
• Upon employment, all employees are required to fully comply with The Atlantic Hotel rules and regulations for the safe and effective operation of the hotel’s facilities. Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the hotel:

• Supporting Fire Command Station Leader during emergency situations.
• Process guest facsimiles that were received by the Business Center during non-business hours.
• Provide information to employees regarding local restaurants and attractions.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written. 
• Must possess basic computational ability.
• Must possess basic computer skills.
• Thorough knowledge of the city and its attractions.
• Extensive knowledge of the hotel, its facilities and services.

PHYSICAL DEMANDS:

• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to sit at a desk for up to 6 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 15 lbs. occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

QUALIFICATION STANDARDS

Education

High school or equivalent education required. Bachelor’s Degree preferred.

Experience

One to two years in a public contact position.

Licenses or Certificates

Not applicable.

Grooming

All employees must maintain a neat, clean and well-groomed appearance per The Atlantic Hotel standards.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.