VIP- Concierge PT

YOUR MISSION (The Job Description)

The VIP Concierge will deliver outstanding guest service by offering timely, efficient, knowledgeable, warm and truly remarkable service. We achieve that magical environment by assisting our guests with their check-in & check-out journey while engaging them with our VIP Concierge personalized service, enthusiastically using our talents to sell our experience to our guests. Ensure that you are fully informed of hotel & city events to be a source of information for our guests. Use tact and creativity to handle each guest concern to make sure everyone leaves feeling better.

THE NITTY-GRITTY (The Essential Job Duties)

In helping you understand your role in working for a world class organization, the following is a list of your essential job responsibilities. Please keep in mind that this list is not all inclusive and that you may be asked to perform other job tasks by your supervisors/managers not listed below in the constant quest to provide extraordinary customer service experience for our guests:

• Create a welcoming pre-arrival experience via pre-arrival calls and emails
• Facilitate a smooth and seamless VIP check-in and check-out experience
• Be an expert in the property's loyalty programs: Cherry Rewards, Hilton Honors and The Know
• Accurately process comps, charges, credits, and payments while managing cash and credit transactions in accordance with property cash handling policies
• Utilize guest preferences information to dazzle our guests during their stay
• Be a Guest Service Champion and address guest concerns and provide a positive resolution.
• Filter information about the city and culture scene in order to ensure our guests receive varied and highly rated recommendations for entertainment, dining and adventures
• Provide notary services to hotel guests
• Be familiar with the properties and weekly city events sheet detailing special activities and events within the local area
• Book guest entertainment, dining, spa, amenities, transportation and adventures requests
• Place orders for amenities and coordinate delivery to designated guest rooms in accordance with standards
• Manage booking system content and tracking of guest requests
• Learn and retain complete knowledge of front office procedures and comply with all policies and procedures
• Maintain the Virgin "Tone of Voice," culture & level of standards set forth by the management team
• Maintain complete knowledge of the following at all times:
  • Hotel features/services, hours of operation
  • All room types, numbers, layout, décor, appointments & locations
  • All room rates, special packages and promotions
  • Daily house count and expected arrivals/departures
  • Room availability status for any given day
  • Scheduled daily group activities
  • Incoming VIPs
• Use excellent communication skills with guests and staff including verbal, written, and body language
• Learn and retain knowledge of all front office technical systems (LMS, Patron, Alice, Salto and Amadeus)
• Maintain a clean, hygienic and organized work environment. Set up workstation with necessary supplies
• Communicate in a timely and responsive manner via digital device
• Ensure all guests' questions & requests are completed & followed up on while executing fabulous guest service
• Enthusiastically describe details of food dishes and beverages available in hotel outlets
• Be creative and