Concierge

Summary

This position is essential at achieving member and guest satisfaction. The Concierges vital responsibility is assuring the social events and Food & Beverage outlets at Ibis are successful by means of accurately collecting and communicating reservations to management through the use of various technologies. This position needs to provide a warm, enthusiastic greeting and a fond farewell to members and guests upon them entering and/or exiting the Clubhouse.

Essential Duties and Responsibilities

- Answers and directs all incoming phone calls received at Concierge desk, along with professionally interacting with members and guests who are visiting the clubhouse.

- Use provided technology to create, make, and adjust event registrations and dining reservations, place to-go food orders, and manage the Club Concierge desk responsibilities.

- Directs members, guests, and vendors to the appropriate designated area of the clubhouse.

- Issues guest and houseguest passes following Club procedures.

- Accurately collects and confirms social event and Food & Beverage outlet reservations including date and time, dress code, total number in party, additional members in party, and communicates combined seating when necessary.

- Adheres to Club reservation polices, such as no standing reservations, honoring reservation opening start date and times, honoring maximum allowance or participants per seating, and no table allowance exceeding maximum size without approval from Food & Beverage management.

- Communicates to management team via email the all registration details count for all social events and Food & Beverage dining outlets.

- Reflects members requests such as dietary or allergy restrictions, specific table assignments or time preferences, in the comment section of reservation sheet and communicates to Food & Beverage management.

- Anticipates members needs and executes all members requests in a timely fashion. Maintains a professional and courteous approach with members and guests.

- Completes special projects as directed by the Director of Events and Concierge Manager.

Other Functions

- Operates within all guidelines, policies, standards, and constraints as established by Ibis.

- This position guide does not state or imply that the above are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job related duties as requested.

Supervisory Responsibility

This position does not have any supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies.

- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

- Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

- Significant computer skills in MS Office and the ability to work within multiple computer programs for different needs.

- Experience with MembersFirst and Jonas preferred.

Certificates, Licenses, Registrations

- None apply.

Other Skills and Abilities

- Thorough knowledge of food & beverage service operational procedures.

Other Qualifications

- Good organizational skills.

- Exceptional communications skills.

- Tact and sound judgment are essential.

- Must be fluent in English, both verbal and written.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is frequently required to use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.