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LEAD CONCIERGE
Description:
Position Summary
Leads the Concierge team in the pursuit of world class services when assisting guests and patrons with personal services such as making dinner and tour reservations, offering suggestions for events, and arranging transportation.
Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provide opportunities for qualified team members, and contribute towards the ongoing success at Pueblo of Sandia today and in the future.
Essential Duties and Responsibilities
Acts as a mentor to the Concierge team, setting examples in guest service, problem solving, and overall productivity.
Provides feedback to leadership on their personal observations and insights to the team’s performance to include individual contributor productivity/goal attainment.
Assists with department training, scheduling, and talent selection.
Greets guests/customers.
Manage guest/customer complaints.
Takes messages and ensures delivery to the appropriate recipient.
Manages mail, luggage and deliveries.
Perform basic administrative/secretarial/reception duties.
Runs errands to assist guests.
Arranges transportation and excursions upon visitor request.
Provides information and recommendations on local features, attractions, shopping, restaurants, dining, entertainment, nightlife, and recreation.
Arranges tours and activities.
Makes dinner/event reservations for guests.
Obtains tickets for events.
Arranges special services.
Provides or arranges general business services for guests.
Manages customer/guest requests for housekeeping and/or maintenance.
Develops network of contacts, service providers and businesses within their communities to serve guests.
Must attend and complete are required departmental training.
Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned scheduled each day in accordance with the Attendance Policy for Pueblo Sandia.
Additional Responsibilities
A quality guest service experience is an essential component for all Team members working at the Pueblo of Sandia particularly those positions assigned to work in all public areas.
Team members in this capacity:
Serves as the initial point of contact for guest inquiries in a courteous and attentive manner.
Reflects a sense of trust, comfort and understanding by demonstrating empathy for guests when problems occur.
Resolves all issues in a timely manner, ensuring guest satisfaction and exceeding expectations. Possesses knowledge and understanding of all products and services offered.
Builds relationships with guests based upon, respect, and confidence while maintaining a friendly, and approachable demeanor.
Key Performance Indicators
This position has Key Performance Indicators (KPI’s) identified as a measurement of success.KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.
Knowledge, Skills, and Abilities
Must have excellent organizational skills.
Must have a capacity for customer service
Needs to be skilled in hospitality
Must be proficient in leisure & tourism
Will need to know different travel services
Must have basic computer skills.
Verbal and written communication skills will be needed.
Must have an aptitude for attention to detail.
Ability to be a team player and self-starter who refuses to compromise quality.
Ability to multi-task.
Excellent problem-solving abilities.
Requirements:
Education and Experience
Required:
Three (3) years of related customer service experience.
High School diploma or GED equivalent required.
Must be at least 18 years of age.
Preferred:
A Bachelor’s degree in Hotel/Hospitality Management or related field.
Multi-lingual
Note: Relevant work experience or education may be substituted to satisfy education and/or work experience.
License/Certifications/Registrations
Must be able to successfully pass a stringent background investigation.
Will require a pre-employment and random drug screening.
Physical Requirements/Working Conditions
The following selected physical activities are required to perform the essential functions of this position
Physical Requirement
Description
Balancing
Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.
Crouching
Bending the body downward and forward by bending leg and spine.
Feeling
Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.
Finger Dexterity
Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.
Grasping
Applying pressure to an object with the fingers and palm.
Hearing
Perceiving the nature of sounds at normal speaking levels with or without correction.
Ability to receive detailed information through oral communication, and to make the discriminations in sound.
Kneeling
Bending legs at knee to come to a rest on knee or knees.
Lifting
Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles. (up to 20 lbs.)
Pulling
Using upper extremities to exert force to draw, haul, or tug objects in a sustained motion. (up to 20 lbs.)
Pushing
Using upper extremities to press against something with steady force to thrust forward, downward, or outward. (Up to 20 lbs.)
Reaching
Extending hand(s) and arm(s) in any direction.
Seeing
The ability to perceive the nature of objects by the eye.
Walking
Job requirements include, in the performance of duties, walking throughout the work area, on various work surfaces throughout internal or external locations.
Seeing
The ability to perceive the nature of objects by the eye.
Sitting
Particularly for sustained periods of time.
Standing
Particularly for sustained periods of time.
Stooping
Bending body downward and forward by bending spine at the waist. This factor is important if it occurs to a considerable degree and requires full motion of the lower extremities and back muscles.
Talking
Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
List Working Conditions Required:
The worker is subject to:
Visual acuity to operate motor vehicles or heavy equipment.
Environmental conditions: Activities occur inside and outside
Noise: There is sufficient noise to cause the worker to shout to be heard above the ambient noise level.
Hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals.
The content of this job description does not restrict management’s right to assign or reassign duties and responsibilities to this job at any time.
The job description reflects the assignment of the essential functions of the current position but does not prescribe or restrict tasks that may be assigned.
The essential functions are specified but are subject to change at any time for various reasons, including management discretion.
The Pueblo of Sandia reserves the right to make changes to the job description whenever necessary.
Selected candidates must submit to and pass a pre-employment drug and alcohol screening as part of the pre-employment process. Drug and alcohol screening will continue through post-hire testing to be conducted by a third-party random number generator. Selected candidates must submit to and pass a criminal background screening as part of the pre-employment process.
The Pueblo of Sandia is an equal opportunity employer (EOE). Qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, marital status, disability, sexual orientation, or any other characteristic protected by state or federal law.
