Concierge Supervisor (ARIA)

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  • MGM Resorts International

    Concierge Supervisor (ARIA)

    Company:
    MGM Resorts International

    Location:
    3730 Vegas Drive
    Las Vegas
    NV
    89108
    US

    Category:
    Hospitality - Hotel

    Degrees Required:
    Not Specified

    Employment Type:
    Full-Time

    Manages Others:
    No

    Requirements:
     

    Requirements:
    Grade:

    • Supervise department functions on a shift basis.
    • Ensure adherence to guest services standards within established departmental policies and procedures.
    • Provide a positive, empowering, and productive work environment through setting an example and consistency of daily work habits and standards.
    • Maintain all departmental assets including equipment repairs and maintenance and ensure all departmental areas (FOH and BOH) are maintained, clean, and organized.
    • Instruct new hires and employees on the expectations and responsibilities for each role.
    • Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance.
    • Provide excellent service consistent with the property's core service standards and brand attributes.
    • Proactively greet, interact, and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment.
    • Proactively seek to provide refined luxury service ensuring guest satisfaction.
    • Supervises the Concierge team during the shift and takes responsibility for the Concierge function in the absence of Concierge management.
    • Promote and develop team-oriented philosophy stressing the importance for providing unparalleled commitment to excellence in service
    • Manage Human Resources responsibilities including:
    • creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction.
    • Quality hiring, training, and succession planning processes that encompass the Company's diversity commitment.
    • Adherence to the Company's status quo third party representation philosophy.
    • Compliance with company polices, legal requirements.
    • Ensure adherence to guest services standards within established departmental policies and procedures.
    • Evaluate and correct or modify systems and structures that create problems or impede commitment to excellence in service.
    • Respond to guest service interactions in a professional and timely manner, achieving positive resolutions.
    • Evaluate staffing levels in accordance with business demand, providing recommendations for adjustments whenever possible and monitors compliance of full time equivalents (FTEs) per department policy.
    • Provide input into and executes the development, implementation, and measurement of guest service standards consistent with the Company's Standards and brand attributes.
    • Keeps the Director or Manager informed on all pertinent information related to the department and reports irregularities and problems as they occur along with recommendations for solutions.
    • Notifies Manager/or Security of all unusual events, circumstances, missing items, or alleged thefts.
    • Ensures all established standards of professionalism and protocol are being practiced by all staff.
    • Maintains all departmental assets including equipment repairs and maintenance and ensures all departmental areas (FOH and BOH) are maintained, clean, and organized.
    • Responds to emergency situations as necessary by following departmental procedures, staying calm, and assisting Security as needed.
    • Provide a positive, empowering, and productive work environment through setting an example and consistency of daily work habits and standards.
    • Monitor, document, and notify the Director of Concierge of any problems that may impact or jeopardize the achievement of current and future departmental objectives.
    • Perform all duties as deemed necessary for the success of the department.
    • Be knowledgeable of Department and Hotel goals.
    • Own all requests and complaints; resolve issues immediately and follow up to ensure the guest's satisfaction.
    • Be knowledgeable of Hotel information to answer guest inquiries.
    • Identify and report defects throughout the Hotel; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations.
    • Participate in the property's sustainability initiative through energy conservation and the use of recycling programs and materials.
    • Ensure Hotel property and equipment is properly used and maintained.
    • Protect and utilize Hotel assets in a responsible and professional manner.
    • Prepares work schedules to maximize the effectiveness of the department.
    • Ensure all established standards of professionalism and protocol are being practiced by all Concierge staff.
    • Communicate with the Concierge Manager to ensure a consistent delivery of service is being offered to guests.
    • Perform various administrative tasks assigned by the Concierge Manager and work directly with guests as a Concierge when volumes warrant.
    • Assist the Concierge Manager with team development and training.
    • Complete the opening and closing shift checklist on a daily basis.
    • Maintain all departmental assets including equipment repairs and maintenance and ensure the desk and back office space are kept clean and organized.
    • Prepare and distribute reports as requested by management to various departments.
    • Participate in events within the Concierge community including shows, meetings, and restaurants.
    • Promote the property's outlets and amenities by educating guests on restaurants, shows, and other outlets such as spa, retail, and pools.
    • Maintain knowledge of all restaurant, spa and entertainment information, including menu items and hours of operation, to best serve the guest.
    • Strictly enforce the privacy and confidentiality of the guests and limit requests for information pertaining to guests in accordance with hotel policies.
    • Ensure guest's preferences are met and amenities are provided.
    • Coordinate delivery of requested amenities and floral orders through the Bell Desk or Room Service.
    • Performs all other job related duties as requested.

    Required:

    • At least 2 years of guest service experience.
    • Excellent customer service skills.
    • Ability to lead and mentor a team.
    • Have interpersonal skills to deal effectively with all business contacts.
    • Professional appearance and demeanor.
    • Work varied shifts, including weekends and holidays.
    • High school diploma or equivalent.
    • Working knowledge of Microsoft Office, Internet, and Point of Sales systems.
    • Able to communicate in English, in both written and oral forms.

    Preferred:

    • At least 1 year of supervisory/managerial experience.
    • At least 1 year of experience in a Concierge or related department.
    • Membership in Les Clefs d'Or or Southern Nevada Hotel Concierge Association.
    • Current Notary Public designation and rights.
    • Previous experience working in a similar resort setting.

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