Concierge

The Encore Boston Harbor Concierge is responsible for providing exceptional service including proactively anticipating the needs of Encore guests. Concierge are committed to providing personalized services of the highest level including but not limited to: restaurant reservations, show tickets, transportation arrangements, shopping, spa & salon services and 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.  The Concierge will develop and maintain relationships with key vendors and local partners.  Responsibilities include, but are not limited to: supporting the department strategy; maximizing opportunities for departmental success; maintaining all Encore Standards; and ensuring excellent guest and team member experience. JOB RESPONSIBILITIES:   Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied. Participate in the execution of short-and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement.  Identifies key drivers of success.Actively contributes to departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.Verifies that all applicable internal policies, federal and state laws, rules, regulations and property-wide controls are enforced within the department.Delivers and maintains a maximum level of service. Contributes to company-wide communication and best practices.Keeps informed of all new developments within the department.Balances multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.Resolves guest issues according to established policies and procedures. Exhibit exceptional, detailed knowledge about local shopping, entertainment, dining and business venues, as well as special local events.  Responsible for maintaining vendor relationships with a focus on quality, consistency, and cost. Utilizes in-depth knowledge of all services and attractions at Encore Boston Harbor and the Greater Boston area to create unique and outstanding guest experiences.Works with safety as a priority and follows department and company safety standards.Maintains relevant knowledge of industry through continuing education and training.Provide guest assistance with florists, couriers, mail services, tours, tickets, reservations, ectCollect and provide comprehensive information and coordinate guest requests regarding hotel services, sporting events, places of interest, restaurants, theater, airline, transportation tickets, limousine rentals, sightseeing tours and any other information of interest.  Handle reservations and obtain/issue tickets where applicable.Understand and anticipate customer’s needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotelPerforms any other job-related duties as assigned.