Onsite Virtual Concierge - Palm Beach, United States - The Colony Palm Beach

Description

Since 1947, The Colony Palm Beach has been the center of Palm Beach's social life, hosting

• U.S. Presidents, European Royalty, and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from worldfamous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.
• The Colony Palm Beach is an Equal Opportunity Employer and a Drug-Free Work Place_

REPORTS TO:
Guest Experience Manager


KEY RELATIONSHIPS:

Internal:
Reservation Agents, Front Desk, Valet & Bell Attendants, Guest Services, Housekeeping, Room Service, Culinary, Engineering, Accounting & Administration, Sales, Banquets & Catering, and Food & Beverage

External:
Hotel guests/visitors, clients and future guests, all callers, designated service company personnel and vendors.

• STANDARD_ _SPECIFICATIONS:

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently.


Qualifications:

Essential:

• High School Diploma or equivalent.
• Previous guest service or hospitality experience, preferably in a luxury hotel/resort.
• Thorough knowledge of hotel services and amenities.
• Availability to work holidays, weekends and periods of high demand.
• Aptitude in resolving issues with a customer

- focused orientation.

• Basic knowledge of the island of Palm Beach and West Palm Beach and ability to recommended experience that fit any demographics.

• Computer Skills

• Proficient with Microsoft Office Suite or related software.
• Proficient with a hotel PMS and Switchboard PBX.
• Oral Comprehension demonstrates ability to listen to and understand information and ideas presented through spoken words and sentences.
• Reading Comprehension demonstrates understanding of written sentences and paragraphs in workrelated documents.
• Writing communicates effectively in writing as appropriate for the needs of the audience.
• Excellent guests service skills.
• Excellent telephone etiquette skills.
• Ability to operate Resy for reservations and confirmation calls.
• Ability to operate Hotel's PBX system and manage heavy volume of phone calls.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Excellent attention to detail.
• Previous data entry experience.

Desirable:

• Previous switchboard operator experience.
• Previous fivestar guest service training.
• Fluent in a secondary language.

Skills:

Essential:

• Ability to enforce hotel's standards, policies and procedures with Bell/Valet staff.
• Ability to multitask, prioritize and organize work assignments as necessary to meet customer needs.
• Ability to be a clear thinker in pressure situations and exercise good judgments.
• Ability to work well under pressure.
• Excellent communications skills.
• Ability to maintain high ethical standards and professionalism.
• Ability to focus on time sensitive guest requests and tasks.
• Ability to understand guest inquiries and provide responses.
• Ability to focus attention on guests' needs.
• Ability to work with mínimal supervision.
• Ability to ensure security and confidentiality of guest and employee information and materials.
• Ability to work cohesively with other departments and coworkers as part of a team.

Physical Requirements:

• Prolonged periods of sitting.
• Ability to remain stationary at assigned post for extended periods of time.
• Continuous movement throughout hotel.
• Able to grasp, lift and/or carry, push, pull, or otherwise, move goods weighing a maximum of 30 lbs.

ESSENTIAL JOB FUNCTIONS:

• Consistently offer professional, courteous and engaging service. Understand guest needs and preferences and provide them with personalized solutions by suggesting activities and facilities or venues.
• Maintain positive ongoing relationships with guests and vendors, represent the company with an ageless, energetic and elegant presence.
• Complete prearrival calls to provide information about the hotel and amenities, welcome guests, as well as confirm reservations.
• Ensure that all calls are responded to within 3 rings and using correct greeting and telephone etiquette.
• Complete followup calls to guest after arrival to their room and offer assistance.
• Respond to Zingles promptly, follow up to ensure completion of guest requests.
• Provide accurate and thorough information about the hotel's accommodations, packages, promotions, services, and amenities.
• Assist guests with planning and booking hotel, restaurant, package, excursion, transportation, and special event reservations.
• Coordinate guest requests with designated vendors according to departmental standards, to include:
• Room accommodations
• Transportation from hotel to airport and return
• Bus/train transportation
• Limousine reservations
• Car rentals
• Car repair and servicing
• Charter