Concierge, Oregon

Overview:
The Concierge is often the first point of contact for guests entering the Main Lodge.  Face to face customer interaction while maintaining AAA Four Diamond standards for service with extensive knowledge of the amenities offered by Sunriver Resort and in Central Oregon are essential to the position of Concierge.      

 

The Concierge will always conduct themselves in a manner which supports the core values of Sunriver Resort: Trust, Open & Honest Communication, and Commitment. The Concierge shall strive to provide exceptional service to both internal and external guests at all times. They will be responsible for exemplifying the Sunriver Resort Culture as well as promoting Sunriver Resort as both the Destination and Employer of Choice!

Responsibilities:
Offers warm and sincere welcome/farewell for all guests including use of guest name & good eye contact with each guest

Offers advice regarding amenities and recreational opportunities available in Sunriver Resort and Central Oregon

Assists guests with dinner reservations, spa appointments, tee times, golf/tennis lessons, etc.

When needed, registers guests into computer system, verifying registration, address and credit information

Responsible for knowing the hours and days of operation for outlets in Sunriver Resort, The Village at Sunriver and the Sunriver Business Park

Maintains Concierge Desk appearance (free from clutter, dusting, cleaning desk surface, etc.)

Ensures all materials for guests are current and updated on One Note

Assist guests with special requests

Responds to incoming guest correspondence (emails and voicemails) appropriately and in a timely manner

Empowered to resolve guest issues in absence of a manager

Follows proper check-in procedures

Arranges bell service for guests (valet, luggage assistance, deliveries, etc.)

Performs phone operations and Concierge duties as necessary

Ensures amenity requests are processed appropriately

Enter work orders in HotSOS for Core and Track/Breezeway for Homes and Condos

Maintains an up to date working knowledge of all resort amenities as well as any special events (concerts, festivals, etc.)

Interacts with resort staff in a professional manner, assisting other departments as necessary

Upsells resort services and amenities

Provides directions

Acts as point of contact for in-house guests

Assists in keeping website current

Always maintains a professional demeanor and attitude

Communicates any pertinent information to an MOD (injuries, guest issues, maintenance issues, etc.)

Follows set procedures on posting charges to guest accounts

Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to an MOD

Acts with responsibility towards all company property, supplies and equipment

Maintains a professional appearance, following all Sunriver Resort dress code standards

Remains alert, courteous and helpful to the guests and colleagues at all times.

Performs other duties as assigned

Qualifications:
High school diploma or equivalent required

At least one year customer service experience required

Two or four year degree in business, communications, public relations, hospitality or other related field preferred

Prior hospitality experience preferred

Must be a United States citizen or possess a valid work permit

Must have excellent phone etiquette

Must be able to read, write and speak English

Must have strong computer skills

Must have strong working knowledge of Microsoft Office programs

Must be able to work well under pressure

Must be able to accurately follow instructions, both verbally and written

Must be highly detailed orientated

Must be able to work in a fast paced environment

Must have excellent listening skills

Must possesses excellent communication skills

Must be professional in appearance and demeanor

Must always ensure a teamwork environment

Ability to work a flexible schedule that may include evenings, weekends and holidays

Must have the ability to deal effectively and interact well with the guests and associates

Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner

Must have a passion for creating an exceptional experience for all guests

Must be able to stand on feet throughout the shift, with intermittent periods of walking;

Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance;

Must be able to perform simple grasping, fine manipulation, and repetitive hand & arm movements frequently, and squeezing & overhead reaching occasionally. 

Must be able to bend, squat, crawl, kneel, push, pull, walk on uneven surfaces on an occasional basis;

Must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat);

Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, snow, heat).