Rooms - Concierge

Provide a ‘Welcome and Cared For’ experience to all by supporting and demonstrating a commitment to Ojai Valley Inn Core Values. Provide service to our guests at a consistent level in accordance with the Ojai Valley Inn standards and regulations.  Provides information to guest/visitor inquiries and coordinates all guest requests for special arrangements or services, courteously and efficiently.  Escorts V.I.P.’s to assigned guest rooms, informing guests of hotel services, features and room amenities. Attends immediate needs of  VIPs/Special attention guests upon arrival and follows through on attention throughout stay.

STANDARD SPECIFICATIONS: 

Requirements are representative of minimum levels of knowledge, skills and/or abilities.  To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.

SKILLS AND QUALIFICATIONS:

Essential: 

• High school graduate.

• Ability to pleasantly communicate with proper grammar in English.

• Ability to provide legible communication.

• Ability to compute basic mathematical calculations.

• 1 year experience in similar position in hospitality industry.

• Ability to input and access data in computer.

• Ability to focus attention on guest needs, remaining calm and courteous.

• Ability to promote positive relations with all individuals who approach the Concierge Desk and by telephone.

• Ability to think clearly, quickly, maintain concentration and make conscious decisions.

• Ability to prioritize, organize and follow up.

• Ability to focus attention on details.

• Ability to maintain confidentiality of all guest information and pertinent hotel data.

• Ability to ensure security of guest room access.

• Ability to work well under pressure of coordinating  #  requests at any given time.

• Ability to perform job functions with minimal supervision.

• Ability to remain stationary at assigned post for extended periods of time.

• Ability to work cohesively with other departments and co-workers as part of a team.
  
  

Desirable:

• Some college or training in hospitality industry.

• Previous experience as a Concierge in a luxury market.

• Valid membership in Les Clef D’ors.

• Previous cashiering experience.

• Knowledge of computers.

• Fluency in a second language, preferably Spanish.

• Knowledge of local attractions, services and suppliers/vendors.
  
  

ESSENTIAL JOB FUNCTIONS:

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor.

• Maintain complete knowledge of:

  • All hotel features/services, hours of operation.

  • All hotel restaurant food concepts, menu price range, dress code and ambiance.

  • All hotel room types, numbers/names, layout, appointments, amenities and locations.

  • All hotel room rates, special packages and promotions.

  • Daily house count and expected arrivals/departures (particularly V.I.P.’s).

  • Schedule daily group activities, names and location of meeting/banquet rooms.

  • Local events, attractions, holiday schedules.

• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.

• Obtain assigned bank and ensure accuracy of contracted monies.  Keep bank secure at all times.

• Obtain department keys; ensure security of such.

• Meet with Supervisor/departing Concierge to review business status and follow up actions.

• Access all functions of computer system in accordance with departmental specifications.

• Set up work station with necessary supplies; maintain cleanliness throughout shift.

• Legibly complete requisition for additional supplies/materials and submit to manager.

• Maintain updated resource materials on all vendors and information to accommodate guest requests.

• Review designated in-house guest list and be familiar with guests’ names and room locations.

• Answer department telephone within 3 rings, using correct salutations and telephone etiquette.

• Accommodate all guest requests expediently and courteously.  Follow up with designated hotel personnel to ensure completion of request.

• Coordinate guest requests with designated vendors according to departmental standards, to include:

  • Room accommodations.

  • Airline reservations, changes, cancellations.

  • Transportation from hotel to airport and return.

  • Bus/train transportation.

  • Limousine reservations.

  • Car rentals.

  • Car repair and servicing.

  • Charter flights/rentals.

  • Babysitting services.

  • Banking/financial services.

  • Business center services/fax or telex services/mailing and delivery services.

  • Interpretation services.

  • Notary services.

  • Restaurant reservations, nightclub activities.

  • Dry cleaning, laundry, alterations, repairs.

  • Film processing.

  • Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities.

  • Formal wear rentals.

  • Flowers.

  • Salon appointments.

  • Shoe shines.

  • Shopping services.

  • Movie/theater/attraction tickets.

  • Sightseeing tours.

  • Medical services.

  • Religious services.

  • On property reservations @ (golf, spa, F&B, etc.).

• Legibly document all pertinent information in guest request log(s).  Monitor and update log book(s) throughout the shift.

• Handle guest complaints by following the procedures and ensuring guest satisfaction.

• Place orders for amenities and coordinate delivery of amenities to designated guest rooms in accordance with hotel standards.

• Legibly complete confirmation cards according to departmental standards and deliver to guest upon completion of each arrangement coordinated for the guest.

• Relay accurate directions to guests’ desired destination within local area and distribute maps with highlighted routes.

• Complete weekly City Events Sheet detailing special activities and events within the local area; distribute to all departments.

• Assist guests in locating and retrieving lost luggage.

• Monitor, send and distribute guest faxes.

• Meet V.I.P.’s upon arrival at the Front Desk and escort them to their assigned room.  Inform guests of hotel services/features and room amenities.  Extend assistance before departing.

• Telephone newly registered guests 10 minutes after check-in to establish guest needs and satisfaction.  Follow up on any guest requests.

• Monitor and maintain the cleanliness of the lobby and work areas.

• Adhere to all cashiering procedures:

  • Process miscellaneous charges.

  • Collect payments.

  • Post charges.

  • Run closing reports.

  • Count bank at end of shift.

  • Complete designated cashier reports.

  • Balance reports.

  • Drop receipts.

  • Secure bank.

• Take, record and relay messages accurately, completely and legibly.

• Accept and record wake-up call requests; deliver to PBX.

• Assist PBX, Front Desk, Bellstand and Reservations as assigned.

• Provide guest room and hotel tours.

• Legibly document maintenance needs on work orders and submit to manager