CONCIERGE / GUEST SERVICES

Under supervision of the Guest Services Lead, performs various tasks relating to the selling of transportation services and attraction tickets from area Hotel Guest Services Desks. Also provides general information to customers and guests about area points of interest.

TYPICAL DUTIES/RESPONSIBILITIES: Sells tickets or transfers for area transportation, attractions, dinner shows, or other points of interest. Provides extensive information concerning our transportation services including prices, destinations, distances, travel times, schedules and vehicle availability for special pick-ups. Provides general information to hotel guests or customers concerning locations, schedules or costs for area points of interest. Directs hotel guests to locations inside hotel, such as restrooms, restaurants, etc. Responsible for cash drawer contents and ticket and transfer inventory during assigned shift. Counts drawer contents at beginning of shift. Balances cash drawer at end of shift; counts cash, bundles and deposits in night safety deposit box. (Morning shift representatives drive their vehicles to make bank deposits in afternoon at end of their assigned shift). Takes cash, credit cards or travelers checks for tickets or transfers. Makes change for sales. Uses credit card imprinter. Inventories tickets at beginning and end of shift and signs off acknowledging accuracy of inventory. Records ticket and transfer sales on daily revenue form by entering number of tickets or transfers sold (passenger trips) and dollar amount of sales. Balances drawer with revenue sheet. Counts and signs for all tickets delivered to desk acknowledging delivery and accuracy of count. Resolves customer complaints to lead and/or Guest Services Operations Manager. Contacts lead by telephone or beeper for assistance if required. Logs work hours on time cards and submits to leads. Interacts with drivers, bellman or other hotel representatives to ensure maximum customer service is provided. Also may be required to perform other related duties as requested.


ESSENTIAL FUNCTIONS:

oMust be able to perform addition, subtraction, multiplication and division quickly and accurately.

oMust be able to communicate by telephone or in person in a courteous, friendly and professional manner in clear, fluent English with hotel and airline representatives, customers, travel agents, drivers, guests, co-workers and other persons.

oMust be able to obtain results from a 10-key calculator, FAX machine, and credit card imprinter.

oMust be able to operate a motor vehicle to make bank deposits.

oMust be able to stand for extended periods of time while behind hotel Guest Services desks.

oMust be able to read and understand daily revenue logs, tickets, vouchers, inter-office communications and other documents.
REQUIREMENTS
QUALIFICATIONS REQUIREMENTS:

Education: High school diploma or equivalent.

Experience:No experience required.

Skill at:Good oral and written communication skills.

Knowledge of:Must have extensive knowledge of area lodgings, attractions, dinner shows, restaurants, convention and sports facilities, business districts, and other points of interest.

Licenses:Valid Florida driver’s license.
Special
Requirements:Must be able to remain calm, pleasant and poised in high-pressure situations. Must also be able to work flexible fours.