Club Concierge
3 days ago
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Assist other employees to ensure proper coverage and prompt guest service.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
- Speak to guests and co-workers using clear, appropriate and professional language.
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- Talk with and listen to other employees to effectively exchange information.
- Provide assistance to coworkers, ensuring they understand their tasks.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
- Monitor club lounge for seating availability, service, safety, and wellbeing of guests.
- Complete opening duties, including setting up necessary supplies and tools, and ensuring work area is clean and everything is in working order.
- Clean and reset tables after guests depart.
- Forecast additional meal requirements and communicate special requests to the kitchen.
- Anticipate and communicate replenishment needs promptly, ensuring no shortages throughout scheduled presentation time.
- Bus and wipe down tables in club lounge.
- Check in with guests to ensure satisfaction with food or beverages.
- Direct final breakdown and cleanup of club lounge according to service offerings.
- Secure liquors, beers, wines, coolers, cabinets, and storage areas.
- Brew daily coffees.
- Mix and serve alcoholic beverages to guest in accordance with the company standards.
- Prepare and serve hot beverages (drip coffee, tea, cappuccino, espresso, etc.).
- Issue, open, and serve wine/champagne bottles.
- Complete closing duties, including storing all reusable goods, breaking down goods, cleaning all equipment, restocking items, and completing daily cleaning checklist.
- Document pertinent information in department logbook.
- Complete scheduled inventories (e.g., opening inventory) of supplies, food, and liquor, to check stock and requisition necessary supplies.
- Requisition all necessary supplies, transporting supplies from storeroom to bar set-up area as required.
- Wash all coffee and beverage dishes and serving utensils as needed.
- Check quality and set up designated bar stock and supplies by using checklist.
- Stock ice, glassware, and paper supplies.
- Maintain cleanliness and condition of bar, bar unit, tables, and other tools.
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