Concierge - Part Time (MGM National Harbor)
Grade: POSITION RESPONSIBILITIES/DUTIES:* Welcomes, greets, interacts with, and assists guests in a professional manner throughout the guests' stay.* Provides excellent service to all guests with the property's core service standards and brand attributes while staying alert to their needs.* Exhibits a professional demeanor and willingness to assist all guests whenever possible.* Resolves guest complaints within the scope of authority, and notifies the supervisor of all unusual events, missing items, or alleged theft.* Proactively greets, interacts with, and assists hotel staff in a professional manner to foster and promote a cooperative and harmonious work environment for all internal and external guests.* Contributes to a positive, empowering work environment by consistently performing assigned day-to-day responsibilities.* Answers property questions and provides accurate information regarding rooms, restaurants, M life, casino events, promotions, and directions.* Up-sells and cross-sells property amenities to guests company-wide and makes recommendations in the best interest of the guest while promoting Company venues.* Processes all guest requests and responds promptly and discreetly to guest inquiries.* Coordinates guest itineraries prior to the guest's arrival for requests received via phone, fax and email.* Provides a property orientation in order to familiarize the guest with all services and available facilities.* Strictly enforces the privacy and confidentiality of guests, and limits requests for information pertaining to guests in accordance with hotel policies.* Ensures guest's preferences are met and amenities are provided. Coordinates delivery of requested amenities and floral orders through the Bell Desk or In-Room Dining.* Books reservations using required computer systems, utilizes proper cash handling, and follows up with hotel patrons as requested and in accordance with all Company standards.* Enrolls patrons in M life and issues M life card to new members.* Cleans and stocks work area, and transports supplies as necessary.* Ensures guest satisfaction with proper follow up. SUPERVISORY RESPONSIBILITIES:* None EDUCATION and/or EXPERIENCE:Required:* High school diploma or equivalent.* Six (6) months of previous experience in a similar role in the hospitality industry or environment.Preferred:* One (1) year previous experience working in a similar resort/hotel setting.* Bilingual abilities, English as the primary or secondary language.* Participation in industry associations such as Les Clef d'Or. CERTIFICATES, LICENSES, REGISTRATIONS:* Gaming license where applicable. KNOWLEDGE/SKILLS/ABILITIES:* Customer Service Orientation: The ability to provide excellent service to guests and ensure their complete satisfaction. This includes greeting and interacting with guests in a friendly and enthusiastic manner, building trust, anticipating and meeting guest needs and preferences, remaining calm and professional when dealing with guests that are difficult or upset, taking ownership of guest issues or problems and taking action to quickly resolve them, and caring about and valuing guests.* Presentation: The ability and willingness to present oneself with proper grooming, hygiene, and dress. This includes wearing appropriate and clean clothing/uniform and shoes, wearing hair in a neat and clean condition, maintaining personal cleanliness, ensuring neat and clean appearance of own work area, and ensuring property facilities are litter free.* Interpersonal Skills: The ability to develop and maintain professional, trusting, and positive working relationships with managers, supervisors, staff, coworkers, guests, and vendors. This includes being cooperative, approachable, and taking time to listen to and address others' questions or concerns; treating others with kindness, respect, and dignity; and expressing empathy and compassion when dealing with the needs and problems of others.* Communication: The ability to communicate information clearly and politely to coworkers, supervisors, and guests when speaking, writing, and reading English. This includes targeting the amount, style, and content of the information to the needs of the receiver.* Positive Demeanor: The ability to present oneself in a positive, enthusiastic, and professional manner with others and guests. This includes displaying a passion and enjoyment for work; focusing on success; thinking positively about actions and events; and anticipating the best possible outcomes.* Detail Orientation: The ability to attend to and verify the accuracy and completeness of details in work activities. This includes focusing on the small details of work activities and taking the necessary time to ensure that all the details of completed work are correct and of high quality.* Multi-Tasking: The ability to process multiple types of information and/or perform multiple tasks simultaneously.* Initiative: The ability and willingness to take independent action and complete job tasks without being instructed to complete them. This includes the ability and willingness to recognize assignments or tasks that need to be completed, to seek out additional assignments or tasks, and to help others.* Planning and Organizing: The ability to set priorities, plan and coordinate work activities, and obtain and manage resources so that work objectives are accomplished efficiently.* Special Requests: The ability and willingness to assist with special guest requests, such as floral set-up in rooms, and personal shopping for guests in accordance with department standards.* Property Features/Services: Knowledge of services, amenities, hours of operation, property layout, and activities offered by property.* Microsoft Office: The ability to utilize various Microsoft Office applications (eg, Word, Excel, Access, Outlook) in performing job duties (eg, creating spreadsheets, email).* Cash Handling: Knowledge of policies and procedures related to security of money, including where to keep bills during a transaction, who has access to the cash drawer, and how to properly secure the cash drawer.* Payment Processes: The ability and knowledge to process all types of payment including cash, credit cards, checks, room charges, and room credit charges, and to issue refunds.* Integrity and Company Policies: The ability and willingness to uphold ethical standards and comply with all state and federal laws and company policies and procedures. This includes maintaining confidentiality of all sensitive and proprietary information and avoiding conflict of interest situations.* Agility: The ability to bend, stretch, twist, or reach out with the body, arms, or legs to perform job tasks.