Club Concierge

We look for people who are passionate about service and have a hunger for learning new skills. We believe in the power of teamwork and the professional development of our team members. With our employees being our greatest assets, we are committed to providing competitive wages and benefits, the best training, a safe and enjoyable work environment along with many opportunities for advancement to ensure a very rewarding career. We take great pride in our dedicated and diverse team of employees.

All professionals at Salamander Collection live by our Vision, Brand Promise, and Core Values.

We specialize in the management of Four and Five Star luxury hotels, resorts and fine food establishments. If your outside interests include golf, tennis, spa, beach, water sports, equestrian, shopping or just relaxation, we have the employee discounts to match.

Position Objective

The purpose of the Monument Club Concierge is to provide a safe, luxury and enjoyable environment for guests while they are using the club lounge’s facilities. Responsible for ensuring that the club lounge’s policies and procedures are followed and performing duties such as assisting guests during their pre-arrival, arrival/check-in, in-house, and departure experience, assisting in the cleaning and upkeep of the club lounge’s facilities while providing personalized experiences to our guests. The Monument Club Concierge is also to be responsible for providing information about events and activities.

Essential Job Functions

• Greeting and welcoming guests as they enter the Monument Club, ensuring a warm and friendly environment and atmosphere.
• Send and respond to pre-arrival emails from guests, anticipating needs and personalizing the experience based on guests’ requests.
• Register guests using the POS system, verifying reservation, address, and credit card information.
• Promote the Guest Loyalty Program and provide recognition and benefits to all present members.
• Maintain a House Bank and make a deposit and accurate report of receipts daily.
• Answer the phone in a timely manner.
• Respond and process requests for late check outs, room changes, lockouts, billing inquiries, internet issues, extension of stays, and more.
• Keep activity log/pass down updated daily, to allow for proper follow up.
• Encourages and builds mutual trust, respect, and cooperation among guests and team members.
• Assist guests in providing information about the hotel’s facilities, services, and amenities to guests always personalizing each interaction.
• Maintains cleanliness and organization of the lounge area, including tables, seating areas, and service stations.
• Maintains open, collaborative relationships with other Service Professionals.
• Assisting in setting up and replenishing food and beverage stations, always ensuring a fresh and appealing presentation.
• Anticipating and fulfilling guests’ needs.
• Achieves and exceeds goals including performance goals.
• Handling guest inquiries, requests, and complaints in a professional and efficient manner, escalating issues to the appropriate department, when necessary.
• Monitoring and maintaining the security of the Monument Club, ensuring only eligible guests have access.
• Coordinating with other departments, such as housekeeping and kitchen, to ensure smooth operations and guest satisfaction.
• Keeping track of guest preferences and special requests to provide personalized service during their stay.

Providing Exceptional Service

• Provides services that are above and beyond for customer satisfaction.
• Informs and/or updates supervisor, and peers on relevant information in a timely manner.
• Other duties may be assigned as business demands.

Physical Demands

• Most work tasks are performed indoors.  The temperature is moderate and controlled by the hotel environmental systems.

• Must be able to stand and exert well-paced ability for up to 4 hours in length.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to exert well-paced ability in limited space.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other employees.

Education/Experience

• Basic Knowledge of wine and mixed drinks.
• Demonstrate knowledge and proficiency of all applicable food & beverage laws and regulations.
• Must be 21 years of age or older.
• Must be Team-oriented.
• Excellent guest service skills and communication skills.
• Must be able to work flexible working hours, weekends, and holidays.
• Hospitality graduate or Certified Service Professional is an advantage.
• Experience with working with PMS system is preferred.
• Must be able to carry up to 50lbs.

Basic Required Skills

• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.   
• Requires good communication skills, both verbal and written. 
• Must possess basic computational ability.   
• Must possess basic computer skills.
• General knowledge of the city where the hotel is located and its attractions.
• Extensive knowledge of the hotel, its services, and facilities.

Work Environment

• Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers, and accept constructive criticism from supervisors.
• Must be able to change activity frequently and cope with interruptions.
• Must be able to always maintain a calm demeanor.

Salamander Collection is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.