The Concierge Ambassador at The Grove will provide an unparalleled level of service in a professional, friendly, warm and engaging manner in order to exceed guests and/or residents expectations. Concierge Ambassadors are direct liaisons who interact with guests and/or residents answering questions, giving direction and making detailed reservations or recommendations. This position requires understanding of property tenants, assisting with events and services, along with knowledge of local sites, destinations, events and venues. The Concierge will perform all responsibilities with professional enthusiasm and the highest regard for the true meaning of hospitality. Must be flexible to work weekends, early morning, late nights and holidays to support the operation and entire team needs.
ESSENTIAL FUNCTIONS
Utilize all resources available to ensure full knowledge and understanding of Caruso property, in order to provide an exceptional 5-star service experience for our guests and/or residents.
Fulfill guest/resident services requests including, but not limited to, In Home Dining orders, Restaurant reservations, Travel Arrangements, Maintenance Requests, Dry Cleaning Services, Package Delivery, Bell Cart Runs, as well as any additional legal requests to accomplish the “full service” commitment.
Coordinate guest and/or resident’s needs with other department’s as required through lateral service, in order to ensure a seamless guest experience outcome.
Communicate and document any guest compliment, complaints, or additional feedback and provide follow up to resolve outstanding issues.
Ensure all requests from residents are recorded in the designated data entry systems.
Properly use and follow the Radio Etiquette guidelines and correct Radio Call codes to perform assigned tasks and communicate efficiently to appropriate departments.
Greet all guest and/or residents with the Caruso Hospitality Standards and proper phone greeting. This involves reading and being aware of the Daily Discussion, closing and opening On Call Concierge notes, adhering to Company mandated Hospitality Steps of Service and any other applicable guidelines provided by the Company.
Properly resolve resident or guest complaints through exercising “LEAP” from the Caruso Hospitality Standards.
Other duties as assigned.
MINIMUM REQUIRED QUALIFICATIONS
Minimum of one year experience in a hospitality setting.
Ability to provide superb customer service skills, while maintaining a professional and friendly demeanor at all times.
Highly organized, detail-oriented professional who thrives in fast-paced environments, excels at multitasking, prioritization, problem-solving, and independently driving solutions to completion.
Confident and composed communicator with strong written and verbal skills, known for tenacious follow-through, professionalism, and effective collaboration across teams.
Must be flexible to work weekends, early morning, late nights and holidays to support the operation and entire team needs.
Comfortable with welcoming our valued guests using a variety of seasonal greetings including, but not limited to, “Happy Holidays”, “Merry Christmas”, “Happy New Year”
Ability to effectively communicate in English, both verbally and in writing.
Ability to push and maneuver a bell cart or flatbed cart weighing up to 30 pounds.
Ability to stand, sit, and/or walk for extended periods, up to 8 hours per day.
Proficient in using job-related equipment, including phone systems, computers, iPads, radios, and bell or flatbed carts.
Must adhere to Caruso Grooming Standards at all times.
Must wear the provided uniform properly and maintain compliance with all company uniform policies and procedures.
Caruso is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. The Company is committed to compliance with all applicable laws providing equal employment opportunities and will consider religious and medical accommodations.
