Position Summary

Leads the Concierge team in the pursuit of world class services when assisting guests and patrons with personal services such as making dinner and tour reservations, offering suggestions for events, and arranging transportation.

Our philosophy is built on the principles of integrity, fairness, collaboration, communication, and recognition for performance excellence. Meeting all performance standards leads to attracting and retaining a qualified workforce, provide opportunities for qualified team members, and contribute towards the ongoing success at Pueblo of Sandia today and in the future.  

 Essential Duties And Responsibilities

1. Acts as a mentor to the Concierge team, setting examples in guest service, problem solving, and overall productivity.
2. Provides feedback to leadership on their personal observations and insights to the team’s performance to include individual contributor productivity/goal attainment.
3. Assists with department training, scheduling, and talent selection.
4. Greets guests/customers.
5. Manage guest/customer complaints.
6. Takes messages and ensures delivery to the appropriate recipient.
7. Manages mail, luggage and deliveries.
8. Perform basic administrative/secretarial/reception duties.
9. Runs errands to assist guests.
10. Arranges transportation and excursions upon visitor request.
11. Provides information and recommendations on local features, attractions, shopping, restaurants, dining, entertainment, nightlife, and recreation.
12. Arranges tours and activities.
13. Makes dinner/event reservations for guests.
14. Obtains tickets for events.
15. Arranges special services.
16. Provides or arranges general business services for guests.
17. Manages customer/guest requests for housekeeping and/or maintenance.
18. Develops network of contacts, service providers and businesses within their communities to serve guests.
19. Must attend and complete are required departmental training.
20. Punctual and regular attendance is an essential responsibility for all team members and are expected to report to work based upon the assigned scheduled each day in accordance with the Attendance Policy for Pueblo Sandia.

 Additional Responsibilities

1. A quality guest service experience is an essential component for all Team members working at the Pueblo of Sandia particularly those positions assigned to work in all public areas.

Team Members In This Capacity

1. Serves as the initial point of contact for guest inquiries in a courteous and attentive manner.  
2. Reflects a sense of trust, comfort and understanding by demonstrating empathy for guests when problems occur. 
3. Resolves all issues in a timely manner, ensuring guest satisfaction and exceeding expectations. Possesses knowledge and understanding of all products and services offered. 
4. Builds relationships with guests based upon, respect, and confidence while maintaining a friendly, and approachable demeanor.

 Key Performance Indicators

This position has Key Performance Indicators (KPI’s) identified as a measurement of success.KPI’s will be shared with all team members who work in this job title and feedback will be provided regarding the successful completion of the KPI’s as part of the performance review process.

Knowledge, Skills, And Abilities

1. Must have excellent organizational skills.
2. Must have a capacity for customer service
3. Needs to be skilled in hospitality
4. Must be proficient in leisure & tourism
5. Will need to know different travel services
6. Must have basic computer skills.
7. Verbal and written communication skills will be needed.
8. Must have an aptitude for attention to detail.
9. Ability to be a team player and self-starter who refuses to compromise quality.
10. Ability to multi-task.
11. Excellent problem-solving abilities.

   Education And Experience

Required

1. Three (3) years of related customer service experience.
2. High School diploma or GED equivalent required.
3. Must be at least 18 years of age.

Preferred

1. A Bachelor’s degree in Hotel/Hospitality Management or related field.
2. Multi-lingual

Note:  Relevant work experience or education may be substituted to satisfy education and/or work experience. 

License/Certifications/Registrations

1. Must be able to successfully pass a stringent background investigation.

Physical Requirements/Working Conditions

The following selected physical activities are required to perform the essential functions of this position

Physical Requirement

Description

Balancing

Maintaining body equilibrium to prevent falling and walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.

Crouching

Bending the body downward and forward by bending leg and spine.

Feeling

Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

Finger Dexterity

Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.