JOB OVERVIEW The Marketing Concierge Coordinator of the concierge team to ensure complete resident satisfaction and provide all residents with a successful experience during their stay, by providing information and services in order to both meet and exceed resident needs and expectations. The Marketing Concierge Coordinator plays a vital role in assisting the team with resident recognition. ESSENTIAL JOB FUNCTIONS · Manage the consistent delivery of Resident services with the company's core standards and brand attributes
Provide input into the research, development, evaluation and implementation of new products, services, technology and processes to ensure the property's competitive position in anticipation of changing customer needs within the dynamic hospitality and residential environment. Interact and communicate with key departments on the integration of services provided to Residents. Serve as a public relations representative for property, exhibiting a professional demeanor and willingness to assist Residents and management whenever requested. Ensures the desk and back-office space is kept clean and organized. · Provide our Residents with full access to all the attractions, activities products and services in Las Vegas
· Continually identify Resident preferences through conversation and knowledge of resident requests
· Have a full knowledge of all transportation forms, the times, directions and costs of each
· Maintain a full library of brochures, maps and destination magazines.
· Be knowledgeable and ensure all departmental colleagues are knowledgeable about all the arrivals, departures and events in the hotel each day.
· Keep records of all bookings, requests, reservations and confirmations for Residents.
Maintain a staff of polished, well trained, professional Concierges capable of delivering unparalleled service that demands resident loyalty. Ensures departmental practices are compliant with company policies and legal requirements. Ensure the Concierge staff's continued growth and development by updating them on all aspects of Las Vegas and through training of service-related topics. Oversee the assigned operational functions within the department consistent with the strategic plan and vision for the department, the division and the property. Develop and implement departmental policies and procedures which ensure prompt efficient service to Residents. Oversee concierge departmental training and development amongst the team. Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. Resolve resident complaints, ensuring utmost satisfaction. Monitor and maintain cleanliness, sanitation and organization of assigned work areas. MARKETING RELATIONS Coordinate all catering for residential events and vendors site tours. Host events as point person, Resident Ambassador during events. Develop and maintain vendor and community relationships in the interest of the management and Residents. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. Anticipate residents' needs, respond promptly and acknowledge all residents, however busy and whatever time of day. Maintain positive guest relations at all times. Assist the Residences Director and Manager with misc. projects and corporate projects deem appropriate. Assist Concierge desk with daily operations and coverage as needed. 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. Teamwork - We're team players in everything we do. Ownership - We're the owners of our actions and decisions. Now - We operate with a sense of urgency and discipline. In addition, we look for the demonstration of the following key attributes:
Quality Productivity Dependability Customer Focus Adaptability Requirements Mandatory Must be 21 years of age. Minimum of 5 years of Las Vegas Concierge experience At least two years of guest service experience At least 2 years of managerial experience in Luxury Residential or Hotel Luxury Hotel or High Rise Residential Experience preferred. Able to communicate clearly and fluently in English (written and spoken) Able to multitask. Superior communication skills Professional demeanor Professional and appropriate business appearance and presentation Flexible work hours to meet the demands of a 24-hour operation. Most possess excellent guest service and problem resolution skills. Quality driven with a passion for excellence in guest service and satisfaction. Must be able to work in a team and independently on occasions. Proficient Working knowledge of Microsoft Office including Word, Excel, PowerPoint, Outlook and the Internet Proficient knowledge of office equipment including copier, fax machine, multi-line phones, scanner. Education; High School Diploma Communication; English speaking required. Ability to meet deadlines, multitask, work flexible schedule, analytical, enthusiastic, excellent customer service skills, excellent written and verbal communications skills, motivated, organized, professional demeanor, self-directed, strong attention to detail. Desirable Experience in opening a hotel is a distinct advantage. At least four years of managerial experience in Hotel Operations/Concierge Services Knowledge of Buildinglink and other concierge programs such as OpenTable, Sevenrooms Additional languages would be advantageous. Education; Associates Degree or Bachelor's Degree Membership in Les Clefs d'Or and Southern Nevada Hotel Concierge Association Communication; Spanish or other languages preferred. Notary What will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands . Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!
