Job Description

The Concierge is responsible for providing Forbes 5 Star service and be able to proactively anticipate the needs of our guests. Concierge are committed to providing personalized services of the highest level including but not limited to restaurant reservations, wine tastings, transportation, shopping, spa & salon services, golf, amenity and courier requests. The Concierge is held to a strict code of ethics and will always base their recommendations with the guest’s best interest in mind.

Key Responsibilities 

• Responsible for maintaining Carneros Resort standards of service to guests and coworkers at all times while taking great pride and fulfillment from crafting a great guest experience. 
• Must be comfortable and proactive with conducting pre-arrival outreach, in order to provide anticipatory service. 
• Ensures all guest interactions are in accordance to Forbes 5-Star standards, in order to maintain the integrity of Carneros Resort ambiance while promoting resort facilities and services. 
• Resolves guest issues within limits of authority and empowerment and escalating as needed. 
• Ensures the Lobby standards of cleanliness and appearance for all areas.
• Adheres to Carneros Resort policies and procedures, embrace company culture and take pride in the resort and amenities. 
• Understands and well versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests.
• Able to exhibit exceptional, detailed knowledge about local shopping, entertainment, dining and winery experiences, as well as special local events. 
• Looks for opportunities to assist peers, guests, other departments or leaders at all times. 
• Solution oriented, appropriately managing conflict, stays on task and promotes teamwork. 
• Awareness of guest experience at all times, uses guest name, smiles, makes eye contact and communicates professionally. 
• Willingness to maintain the highest level of confidentiality regarding guests and staff. 
• Must be able to effectively deal with internal and external guests, some of whom will require levels of patience, tact and diplomacy. Responsible for addressing guest issues. 
• Maintain accurate record of guest interactions, preferences and requests for future reference. 
• Assist in providing seamless arrival and departure experience by supporting the reception team. 

Qualifications 

• Prior experience as a concierge at a luxury resort, property or residential property preferred. 
• Must have strong problem solving & decision making skills.
• Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail. 
• Must be available to work all shifts and be able to flex schedule based on business demands. 
• Must have strong customer service skills. Ability to deal with problems involving guests and operational issues while maintaining a positive attitude. 
• Candidate must be able to work efficiently within a team environment. 
• Must be able to work effectively in stressful, high-pressure situations. 
• Willingness to maintain the highest level of confidentiality regarding guests and staff. 
• Demonstrates creativity, ingenuity and a resourceful approach to exceeding guest expectations. Candidate must maintain a well-groomed and professional appearance. 
• Must command excellent communication and presentation skills, both verbal and written. 
• Must be able to communicate in English with guests, management, and other employees to their understanding. Additional foreign language a plus. 
• Prior knowledge of the following systems is preferred: ALICE, SMS, Open Table 
• The Concierge must cultivate relationships and network with local establishments in order to facilitate the fulfillment of guests' requests. 

Combination of education equivalent to graduation from high school (High school diploma) or any other combination of education, training and experience that provides the required knowledge, skills and abilities. 

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