Front Office - Club Floor Concierge FT

Overview:   The Club Floor Concierge is responsible for providing a five-star welcome and departure experience to Club Floor guests, as well as, serving as ambassadors throughout the guest’s stay. Club Floor Concierges make the first impression upon our guests by extending a warm welcome, providing information about the hotel and local area, and offering our full range of upscale hotel amenities and services to them. Club Floor Concierges are also responsible for settling guest accounts upon check-out, resolving guest issues, and completing special requests. They work closely with all hotel departments especially our Front Office Concierge, Bellstaff, and Ideal Services teams. Responsibilities: Process guest check-ins and check-outs according to Omni’s Moments of Service and Standard Operating Procedures Empathetically listen to guest inquiries and provide appropriate responses Set up accurate accounts for each guest checking in according to their preferences (room type, payment, etc.) Block rooms in the computer and follow through on designated requirements Pre-register designated guests and prepare key packets Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery) Maintain confidentiality of all guests and hotel information Employ attention to detail in order to ensure security of guest room access Understand and execute all Omni accounting standards ensuring accurate settlement of folios, routing of charges and adjustments Maintain guest history files on all guests Accommodate room changes expediently Document all guest requests, complaints, or concerns immediately and notify designated department/personnel for resolving the situation with follow-up to ensure completion and guest satisfaction Issue safe deposit boxes to guests and ensure security of key Generate, print, and distribute daily and weekly reports Resolve discrepancies on the room status report with Housekeeping Maintain complete knowledge at all times of all hotel features/services, hours of operation, room types, numbers, layout, decor, appointments and locations, room rates, special packages, and promotions Qualifications: Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone Ability to accurately and efficiently input information into computer systems Ability to work cohesively with co-workers both within and outside of your department Ability to compute accurate mathematical calculations Ability to think clearly, quickly and make concise decisions Ability to prioritize, organize and follow up Ability to work well under pressure, dealing with many arrivals and departures within a short period of time Previous customer service experience required Previous hotel front desk or concierge experience is strongly preferred Previous cashiering experience is preferred Fluency in a foreign language is preferred Previous guest relations training is preferred   Expectations in Position: Demonstrate competency in OPMS, ResortSuites, OpenTable, and BirchStreet Ensuring that all food and beverages are not expired and consumption-safe conditions Club Floor Lounge and Guest Areas are impeccably clean and presentable Every guest room is walked and properly inspected by a member of the Club Floor prior to a guest’s arrival Any/all maintenance issues are proactively addressed prior to even being mentioned by a guest Well-versed in the verbiage and expectations when handling any guest opportunities and/or disappointments Well-versed in how to check in/check out a guest in OPMS Respond to guest pre-arrival emails expeditiously – notating the pertinent information (anticipated arrival time, vehicle, accompanied guest name, and any requests/questions) on the reservation comments in PMS Each guest arrival is communicated from the Front Desk, Valet, or Guest Services prior to the guest arriving to the Floor Each guest is greeted by a Club Floor Concierge upon arrival to the property – unless their arrival is after hours