Experience Concierge - Guest Services (Part Time)
$58,219–$58,219 year
On-siteRancho Palos Verdes, California, United States
Job Summary
Greet and assist guests at the Experience Center, creating custom travel itineraries and making reservations for restaurants, spa, golf, and resort activities. Utilize the Aspire Sales Funnel to maximize ancillary revenues while tracking booked revenue and distributing daily VIP reports. Manage pre-arrival processes by addressing surveys and ensuring proper booking information and VIP status are recorded in the property management system. Resolve guest complaints, order amenities for VIPs and special occasions, and maintain complete knowledge of local vendors, events, and resort offerings. Answer department telephone within three rings, follow up on emails and voicemails, and complete weekly competitive hotel call-arounds. Maintain a neat, clean, and safe work environment while adhering to brand standards and departmental policies.
Required Qualifications
- Ability to communicate, both verbally and written, effectively with guests, vendors and co-workers
- Strong organization, motivation, and interpersonal skills
- Critical thinking, problem solving, judgement and decision making abilities
- Strong verbal and written communication skills
- Detailed oriented and strong organizational and multi-tasking skills
- Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment's notice while being composed under pressure
- Does not show frustration when dealing with upset guests or associates
- Relates to all types of people – up, down, and sideways, inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably
- Genuinely cares about people, demonstrates real empathy and the joys and pains of others
- Professional and appropriate business appearance and demeanor aligned with the Terranea brand, culture and grooming policy
- Flexibility to meet the demands of a 24-hour operation
- Due to the nature of the hospitality industry, associates may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property
- High school diploma or equivalent
- Five (5) or more years' experience in the Hospitality Industry
Desired Qualifications
- Fluent in multiple languages is highly preferred
- Los Angeles Concierge Association member preferred
- Completion of College Level courses with concentration in Business or Hospitality is strongly desirable
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