Lead Concierge

Nemacolin Woodlands Resort   Farmington, PA   Full-time     Hospitality
Posted on September 16, 2022
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Experience the magic of Nemacolin. Reaching across 2,200 acres in the Laurel Highlands of Southwestern Pennsylvania, Nemacolin offers guests a getaway like no other. Elevated accommodations range from the thrilling grandeur of The Chateau and modern elegance of Falling Rock—both recipients of the Forbes Travel Guide 2022 Awards—to the refreshing ease of The Lodge as well as The Homes and The Estates. And that is just the beginning! Nemacolin comes to life with show-stopping dining from the Forbes Five-Star and AAA Five-Diamond Lautrec; two championship, Pete Dye-designed golf courses; award-winning spa and wellness services; Orvis-endorsed fly fishing; countless outdoor activities; and snow sports, shopping, wildlife experiences, art tours, magical seasonal events, and limitless fun for all. Adventure awaits. At Nemacolin, we strive to attract, retain, and develop the best and the brightest talent in the field. Unique amenities and a strong track record of exceeding industry standards make Nemacolin an employer of choice for those looking to pursue opportunities in areas such as lodging and guest services, food and beverage, recreation, culinary arts, golf, and retail, among others. Through a variety of training initiatives and a strong commitment to career development programs, we believe that we can help our associates to develop the skills necessary to advance within our organization.

JOB SUMMARY:

            Provide luxury service to every guest according to the Nemacolin standards.  Accommodate guest needs and requests, problem solves, and offer alternatives when necessary.  Answer phone calls, emails, and Zingles to fulfill requests.  Know all services, facilities, recreation, history, shopping, and local attractions.  Make reservations for all dining, recreation, and entertainment.  Make transportation arrangements.  Provide business services.  Communicate requests for floral, balloon, and amenity orders.  Receive and dispatch telephone requests.  Assist with front desk duties when requested.

ESSENTIAL FUNCTIONS

  • Administrative duties include running reports, coding invoices, and tracking commissions.       
  • Greet all passing guests                                                                                             
  • Learn and use guest names                                                                                        
  • Answer telephone and dispatch guest requests                                              
  • Provide verbal and written information on all services and facilities to each guest upon request
  • Make dining suggestions and reservations.                            
  • Assist with recreation reservations (golf, spa, tennis, equestrian, etc.)                      
  • Provide information on shopping services                                                                 
  • Make travel arrangements for guests (including ground and air transportation)
  • Assist with Proposals 
  • Provide business services for guests (fax, copies, typing, etc.)                                  
  • Arrange for babysitting services                                                                                
  • Fulfill VIP and special requests for products and services                
  • Provide directions                                                                                                      
  • Complete knowledge of SMS Host, Spa Soft, Seven Rooms, HotSOS, and Zingle systems
  • Work as a team player with the bellman, doorman, valet, front desk, concierge.                             

ACCOUNTABILITIES:

Reports to Director of Guest Services.  Positive comments from guests.  The efficiency of service.  Impact on guest happiness and satisfaction.  Special contributions to the team effort of Front Desk and Guest Services.  Friendliness, professionalism, and courtesy toward guests.  Willingness to solve problems and handle challenging opportunities.  Consistency in maintaining a positive image.  Willingness to support team effort over personal gain.

QUALIFICATIONS:

Must be a high school graduate and at least 18 years of age.  Demonstrate knowledge of local and historical attractions.  Possess excellent communication and public speaking skills, along with confidence in speaking.  Must be outgoing, polite, courteous, and service-oriented.  Demonstrate or willingness to understand luxury facilities and services (food, wine, etc.).  Enjoy problem-solving and handle and stay calm in stressful situations.  Must be organized and have computer and typing knowledge.  Must be mature and professional and possess hotel and travel industry knowledge.  Must be able to speak English. Must be able to work various shifts, including weekends and holidays.

(Keywords: Concierge, Head, Administrative, Pennsylvania, Uniontown, Fayette, Morgantown, Office, Clerk, Reservations, Booking)