Concierge- Full Time
Love the land, the ocean and the people of Kohanaiki.
â€œE mÄlama I ko uka, ko kai, a me ko Kohanaiki no ka pono I kÄkouâ€.
Director of Member Services and Member Services Manager
Prepares for upcoming member/guest stays, gathering all pertinent trip information. Assists will all reservation requests, on and off property. Keeps & tracks daily records of all information including, but not limited to Hale Club Stays/dates, Residence In-House dates, member/guests on property/on-island, as well as all golf, dinning, spa, activity, & rental car reservations & grocery requests. Send out a daily schedule by 5pm daily. Answer member email requests/inquiries within 24 hours of receipt.
Job Responsibilities and Standards:
The following description of job responsibilities and standards are intended to reflect the essential functions of the position. This outline does not detail every aspect of the position and there may be other responsibilities and duties as assigned.
Â· Member/Guest Emails
o Concierge is the main contact for all members/guests. Members, guests, and prospects will contact concierge primarily via email. Email inquiries and or requests must be responded to within 24 hours of receiving.
Â· Daily Schedule
o All pertinent daily information needs to be put on the daily schedule. To include but not limited to in-house dates, member/guests in-house, transportation needs, tee times, spa appointments, dinning reservations, RSVPâ€™s for fitness classes/Adventure Team outings, Gate Guest list, & billing details.
Â· Grocery Requests
o Requested groceries/items are ordered through Choicemart. Member Services/Hale Club or Residential Services will stock items in the appropriate hale. Member Services will post that grocery charge to the member account.
Â· Posting Charges
o Concierge is responsible for posting charges to member accounts for the following:
Â§ Kai Kea
Â§ Off-Property activities with the Adventure Team
Â§ Off-Property activities with a third-party company (if purchased on company card).
Â§ Grocery requests
Â§ Other item requested (ie. Leis, flower arrangements, or other)
Â§ Hale Club units At Rate
Â· Member Events
o Concierge is responsible for creating & delivering email invitations and turndown invitations for various club sponsored events.
o During the busy seasons, the General Manager will request that concierge take the lead on several small events, (to be approved by department head and General Manager).
o Concierge to assist at the New Yearâ€™s Eve Celebration each year.
Â· Valid U.S. Driverâ€™s License.
Â· Must have a High School Diploma or equivalent.
Â· Must be very comfortable on the computer.
o Outlook, Excel, & Mac.
Â· Must be available for 40+ hours each week.
Â· Must have a good attitude towards members, guests, & fellow employees.
Customer Service Responsibility:
Â· Ensures that the club's customer service standards are maintained at an exceptional level.
Â· Presents self in a professional manner including appearance, identification, and general communication and conduct at all times.
Â· Makes a positive contribution to the work environment through presentation of positive attitude, demonstration of cooperation and teamwork, and constructive approach to daily events.
Â· Listens effectively, responds to guestsâ€™ requests in a friendly â€œcan doâ€ manner.
Â· Attendance: Adheres to established schedule of work hours. Follows established procedures for early notification to supervisor when unable to report to work. Call a manager 30 minutes before shift starts to avoid an improper call in.
o Punctuality: Arrives to work at scheduled times and works until authorized to leave.
Â· Attends all mandatory education/in-service programs and demonstrates understanding of responsibilities through appropriate actions.
Â· Demonstrates effective communication by utilizing positive verbal and non-verbal skills in all interactions.
Â· Must be able to work a flexible schedule and extra hours when needed.
Â· Demonstrates adherence to the club's safe practice procedures and makes recommendations to improve safety. Reports any unsafe work practice to supervisor.
Â· Consistently utilizes proper body mechanics in performance of responsibilities, as evidenced by supervisorâ€™s observation and no injury to self or others due to improper work habits.
Â· Follows proper reporting procedures when injured at work. Is aware of the location of material safety data sheets and refers to them when necessary.
Â· Assist with any special project as assigned by management.
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