Provide excellent service by engaging directly with guests and coordinating various hospitality requests while maintaining a high standard of professional enthusiasm.
The Concierge Ambassador will provide an unparalleled level of service in a professional, friendly, warm, and engaging manner to exceed guests, tenants and residents expectations. Concierge Ambassadors are direct liaisons who interact with guests, answering questions, giving directions, and coordinating detailed reservations or recommendations. This position requires an understanding of property tenants, events, and services, along with knowledge of local sites, destinations, events, and venues. The Concierge will perform all responsibilities with professional enthusiasm and the highest regard for the true meaning of hospitality. Must be flexible to work weekends, early mornings, late nights, and holidays to support the property operation and needs of the Concierge team.
ESSENTIAL FUNCTIONS:
Utilize all resources available to ensure full knowledge and understanding of Caruso property and local communities, to provide an exceptional 5-star service experience for our guests
Fulfill personalized guest, resident, and tenant service requests including, but not limited to, restaurant reservations, travel arrangements, maintenance requests, dry cleaning services, package delivery, bell cart assistance, as well as any additional legal requests to accomplish the “full service” commitment
Coordinate guest and tenant needs with other departments as required through lateral service, to ensure a seamless guest experience outcome
Communicate and document any guest compliments, complaints, or additional feedback and provide follow-up to resolve outstanding concerns
Ensure all requests from guests and tenants are recorded in the designated data entry systems
Properly use and follow the radio etiquette guidelines and correct radio call codes to perform assigned tasks and communicate efficiently with appropriate departments
Greet all guests and tenants with the Caruso Hospitality Standards and proper phone greetings. This involves reading and being aware of the, closing and opening Concierge notes, and any other applicable guidelines provided by the Company.
Provide personalized assistance with reservations, transportation arrangements, entertainment bookings, and other requests as needed
Handle guest, tenant, and special inquiries, requests, and concerns promptly and efficiently, to ensure complete satisfaction
Assist and support with special projects, events, Kid’s Club, and seasonal events as assigned Foster and uphold robust connections with tenants, prioritizing effective communication
Assist the company with placing and removing property signage
Other duties as assigned.
MINIMUM REQUIRED QUALIFICATIONS:
Ability to provide superb customer service skills, while maintaining a professional and friendly demeanor at all times
Minimum of two years of experience in a hospitality setting preferred
Knowledgeable of Microsoft 365
Excellent written and verbal communication skills; professional and pleasant tone of service
Must be an organized, detail-oriented, self-starter who can work independently and as part of a group
Must be flexible to work weekends, early mornings, late nights and holidays to support the property operation and the entire Concierge team needs
Takes initiative and anticipates the needs of others
Tenacious with excellent follow-up
Thrive in a fast-paced work environment
Ability to multi-task & prioritize workload
Proven problem-solving and intrapersonal skills
Extremely strong organizational, project, and time management skills
Ability to quickly analyze a situation, come up with solutions, and implement them.
Confident demeanor
Strong work ethic
Ability to understand and communicate effectively in English
Able to push a bell cart or flatbed of up to 35 pounds
Standing, sitting, and/or walking for up to 8 hours a day
Equipment used: phone system, computer, radio, bell cart or flatbed cart
Must be compliant with Caruso Grooming Standards
The uniform provided must be worn properly and in accordance with uniform standards within the policies and procedures of this role. A name tag must be worn during all shifts.
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