Resident Concierge (On Call) - Waldorf Astoria Las Vegas

Guest Services, Operations, and Front Office

The Concierge is responsible for the overall resident and guest satisfaction including initiating contact and fulfilling the requests of the residents entering the residences or hotel and creating a delightful arrival and departure experience.

Department Job Functions:

• Provide excellent service consistent with the property's core service standards and brand attributes
• Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task
• Ability to think clearly, quickly, maintains concentration and makes concise decisions.
• The ability to focus and pay attention to details
• Proactively greet, interact, and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment
• Perform all duties as deemed necessary for the success of the department
• Be knowledgeable of Department Residences and Hotel goals
• Maintain complete knowledge and comply with all Residential and hotel departmental policies and procedures.
• Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance
• Maintain complete knowledge of and comply with all departmental policies, procedures, and standards
• Proactively seek to provide refined luxury service ensuring guest satisfaction
• Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
• Be familiar with local establishments and activities i.e. Restaurants, night clubs, shows
• Awareness and ability to communicate daily events and functions
• Be knowledgeable of Hotel information to answer guest inquiries
• Serve as ambassadors of the property by being the first point of guest contact
• Ability to focus attention on guest needs, remaining calm and courteous.
• Maintain positive guest relations at all times
• Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• An ability to understand the Residents' inquiries and provide responses
• An ability to maintain the confidentiality of all Residential guest information and pertinent hotel data
• Accommodate all Residents requests expediently and courteously
• Follow up with designated Residential or hotel personnel to ensure completion of request.
• Own all requests and complaints; resolve issues immediately and follow up to ensure the guest's satisfaction
• Document Residents requests for Concierge or Valet assistance.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended
• Ensure Hotel property and equipment is properly used and maintained
• Identify and report defects throughout the Hotel; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations
• Protect and utilize Hotel assets in a responsible and professional manner
• Participate in the property's sustainability initiative through energy conservation and the use of recycling programs and materials

Department Specific Job Functions:

• Maintain knowledge of:
• Scheduled daily activities
• Daily arrivals/departures
• Hours of operation for each outlet
• Features and services provided by the Hotel and Residences
• Remain in assigned post position, maintaining correct stance
• Create special conversations with guests which identify personal preferences in order to record in each residents profile history
• Have an in depth knowledge of directions, travel time, cost and various forms of transportation
• Maintain a constantly updated database with extensive information about city highlights
• Demonstrate first hand knowledge of the recommendations with thorough research
• Inquire as to the success or enjoyment of the recommendations made.
• Maintain a consistent and sufficient level of brochures, maps and handouts
• Maintain a daily record (via software) of all residents requests, reservations and confirmations for all residents
• Be knowledgeable of all in-house and arriving residents
• Be aware of all daily events in the hotel.
• Arrange tickets for theatre, sporting events and local attractions
• Make and confirm dining reservations, making superb recommendations.
• Arrange for package delivery and pickup for residents.
• Provide residents with a confirmation card for all reservations, transportation, theatre tickets, etc.
• Communicate all-important details to management and team members
• Provide a daily list of transportation reservations to the Director of Residential Operations
• Act as a guide when guests ask for direction and physically assist them to their destination within the hotel
• Provide clear directions for all residents travelling outside the hotel
• Respond to all residents' needs and requests
• Develop and maintain vendor and community relationships in the interest of the management and guests
• Continually seek to improve knowledge of Las Vegas and its attractions.
• To build strong contacts that will facilitate difficult resident requests
• Other activities as deemed appropriate by the Residential Operations Manager or Director of Residential Operations.

Requirements: Mandatory

• Professional appearance and demeanour
• At least two years of guest service experience
• Working knowledge of Microsoft Office including Word, Excel, PowerPoint, and the Internet
• Team Oriented
• Excellent overall organization, communication, presentation skills both written and verbal in the English language
• Must have very strong knowledge of the restaurants, bars, nightclubs, theatres, shows and attractions in Las Vegas Demonstrates knowledge and abilities to operate Go-Concierge (or other) software system, in order to provide high quality guest enquiry and booking experiences while working independently
• Multi task in various situations and remain composed at all times
• The ability to work well in a team environment
• Perform job functions with attention to detail, speed, and accuracy
• The ability to work well in a fast-paced, team environment
• Excellent time management and organizational skills
• Be a clear thinker, remaining calm and resolving problems using good judgment
• Follow directions thoroughly
• Understand guest service needs
• Work cohesively with co-workers as part of a team
• Work with minimal supervision
• Maintain confidentiality of guest information and pertinent hotel data
• Ability to work varied shifts, including weekends and holidays
• Able to lift up to 50 lbs on a regular basis
• Able to lift up to 100 lbs on an occasional basis
• Able to stand and run for extended periods

Requirements: Desirable

• Preferred two years luxury hotel or condominium concierge experience
• Additional languages are advantageous.
• Luxury hotel or residential high rise experience
• Graduate of Hotel School or related college degree.

Each of the items listed is an essential function of the position. However, the duties, responsibilities and requirements presented in this job description are intended as broad based and high level and should not be construed as an exhaustive list of all roles or responsibilities for the position. The Company reserves the right to alter the duties and responsibilities of the position.

It is our Company policy to comply with the Americans with Disabilities Act, which includes providing reasonable accommodations that do not constitute an undue hardship on the Company. Employees or applicants should direct requests for accommodation to Director of Human Resources.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.