Concierge - Corporate Las Vegas

Tao Group Hospitality•Enterprise, NV

17h

About The Position

The position of Concierge is responsible for providing the highest level of service at all times. Guest interactions are via telephone and email communication. The Concierge will focus on building the guest relationship with complete itineraries encompassing as many Tao Group brands as possible.

Requirements

High School Diploma Preferred
Minimum of one plus (1+) years of customer service and multi-line telephone experience preferred
Proficient in Windows Microsoft Office, POS systems, Oracle knowledge preferred
Must have strong problem-solving skills
Excellent written and verbal communication skills required
Ability to work under pressure and meet deadlines
Must have good positive energy throughout the day
Must be able to read the computer monitors and print legibly
Must be able to sit and/or stand for extended periods of time
Must be able to move quickly through work and set the pace in the office
Must be able to push and lift up to 25 lbs.
Maintain a professional, neat, and well-groomed appearance adhering to Company standards
Must be effective as part of a team; ability to interact with internal and external customers, managers, and co-workers in a professional, courteous manner
Ability to maintain a high level of confidentiality
Ability to handle a fast-paced, busy, and somewhat stressful environment

Nice To Haves

Oracle knowledge preferred

Responsibilities

Adhere to all job standards set in place and continuously receive higher than 90% on all shops
Use proper verbiage, spelling, and grammar in every communication
Build a rapport with guests with positive, informative interactions and by anticipating guest needs to keep them coming back to the venues
Problem solve effectively while maintaining sincerity in difficult situations
Be proactive and alert management immediately with any discrepancies or issues
Respond to email inquiries from hotels within 30 minutes
Forward inquiries or credit card authorizations to the correct department: Marketing, Security, Restaurant, Catering and Sales, Nightclub
Email hourly reservation and guest list updates to venue managers and executives
Follow all directions from the Executive Team
Input events in Company systems when requested
Knowledgeable of entire corporate office functions and departments
Maintain knowledge of Tao venues and amenities to accurately answer any questions
Use customer relationship management systems to accurately organize tasks, assign leads, and develop guest profiles by inputting notes for each guest on every interaction
Accurately create reservations in Open Table and other Company systems with guest’s contact information, time, date, minimum, special request/allergies, and VIP notes
Research guest history and proactively provide the venue with any background and pertinent profile information necessary to create a seamless experience for the guest
Prioritize high volume of daily requests to ensure higher tier guests are taken care of first
Ask detailed questions to minimize the volume of complaints by resolving issues independently
Follow all existing standard operating procedures in place and adhere immediately to all new policies that are added to the department
Utilize sales techniques to upsell guests to the company’s portfolio of nightclubs, restaurants, hotels, etc., and develop a custom itinerary for each guest
Be a team player and work well with colleagues to assist with special projects and additional tasks
Maintain privacy and confidentiality on any sensitive guest issues, departmental information, and guest information including contact and credit card numbers
Develop and maintain relationships with specialty vendors to provide extended services to highest-tier clients
Interact with hosts, managers, and shared services to oversee the company’s strategic plan and brand is being carried through consistently
Assist and/ or complete additional tasks as assigned