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Villa Resident Lifestyle Concierge

Location
Montelucia Resort and Spa
Nestled at the foot of the picturesque Camelback Mountain in the exclusive enclave of Paradise Valley, the Montelucia Resort & Spa features 253 luxurious guestrooms, 38 suites and two presidential suites. The property's distinctive architecture is inspired by the rich history, white-washed villages and sun-drenched hills of Spain's Andalusia region. The property also includes the award-winning Moroccan inspired Joya Spa, three resort pools and five dining options including the critically acclaimed restaurant, Prado. The resort, which is adjacent to the cities of Phoenix and Scottsdale, offers easy access to golf, recreation, nightlife and entertainment.
Job Description
The Villa Resident Lifestyle Concierge position for Omni Scottsdale provides a multitude to residents of Omni Scottsdale and their guests. This position serves a dual role to not only service the needs of all residents, but also interacting with the Home Owner's Association Board of Directors and property management company. This position will be assigned confidential duties in loss prevention to maintain and monitor resident security and safety at all times in addition to other matters are directed by Loss Prevention leadership. This position will be responsible for weekly resident communication and for designing and maintaining an updated guide of resident services. All services to the residents should be approached with a "nothing is impossible" attitude while maintaining confidentiality and discretion at all times. All resident requests for services, whether related to the resort or not, will be approached with the highest level of quality and reliability. Resident loyalty, impeccable service and lateral support to the needs of the resort will be the mantras of this position.
Responsibilities
Skills and Knowledge ? Possesses the ability to be results focused. Be a "doer". ? Strong customer development and relationship management skills.? Knowledge of affluent customers and lifestyles.? Strong communication skills (verbal, listening, writing). Organized and has the ability to multi-task.? Effective decision making and problem solving skills. ? Ability to use standard software applications and hotel systems. ? Strong internal and external customer relation skills - maintain relationships e.g., resort staff, customers, vendors, advertisers, business partners.? Willingness to learn and adhere to loss prevention SOPs.
Residential Operations? Greet residents upon arrival and screen vehicles/pedestrians prior to affording entrance into the Villas. ? Familiarization with community CC&Rs and ability to interpret and communicate discrepancies to HOA board.? Work collaboratively with HOA board on CC&R on establishing standards for the community.? Ensure the delivery of parcels, mail, special deliveries, accurately to Villa Owners/Renters. ? Assist in arranging for restaurant reservations, transportation, in-home needs and other services as requested by residents. ? Is courteous, tactful, and helpful when enforcing resort policies procedures. ? Screen and obtain proper identification prior to issuing any Villa Key to a visitor or contractor. ? Maintain organized and clean work environment,? Never leaves work area unmanned ? must be relieved as specified by the Loss Prevention Manager. ? Interact with other departments to ensure that Villa Owners needs are satisfied and/or problems are resolved.? Notifying Villa Owners/Renters of floral and perishable deliveries. ? Handling of special requests i.e. flowers, telegrams, telexes, rental cars, forwarding luggage, private planes, etc.
TECHNICAL EXPERTISEThe following are specific responsibilities and contributions critical to the successful performance of the position:Sales and Marketing? Enhance the quality of life for our in-residence villa guests by establishing benchmark service standards of excellence.? Work with Sales office to create in-residence guest contracts, BEOs, and other related booking documentation as required while managing and maintaining in-residence guest files.? Provide immediate access to desired activities and amenities - not discounts - to maximize in-residence guest revenue (RevPOR)? Build and strengthen relationships with in-residence guests to extend their personal references to create new resort customers that enable future bookings. ? Effectively manages and develops relationships with key internal and external customers.? Work with HOA Board of Directors and property management company to establish preferred vendor lists and contacts.? Effectively uses sales resources and operational support staff.? Work with hotel concierge and/or marketing team to obtain information regarding local events and activities of interest to residents.? Attend select resident events hosted by the resort as requested by General Manager.
Resident Services ? Set the benchmark for guest satisfaction, loyalty and guest relations. ? Be active in the lives of our in-residence guests. Know them personally and exercise good judgment to anticipate their needs to ensure complete satisfaction.? Make sure proper resort staff has been introduced to each resident.? Communicate accurate, complete and timely information to in-residence guests and operating departments within the hotel that will serve them.? Effectively resolve opportunities that arise and track defects. Inform GM and senior Leadership Team as appropriate.? Conduct pre-arrival calls/consultation sessions to establish preferences.? Shares recommendations to address guest service issues. Follow-up on in-residence guest requests within 20 minutes on resolution steps.? Establish and maintain customer data profiles, preferences and personal information for villa in-residence guests and their families.
Operations? Ability to coordinate, communicate and direct performance of departmental staff to achieve desired execution of requests and expectations. ? Attend daily/weekly/monthly resort and loss prevention meetings to ensure delivery and execution of requests? Proactively identifies operational challenges associated with in-residence guests and work with staff to resolve challenges and/or develop alternative solutions. ? Ability to coordinate and integrate loss prevention standards into role to support Loss Prevention staff and maintain a cohesive team.? Ability to be a clear thinker, analyze and resolve problems, exercising good judgment.? Ability to input access and maintain information into database/computer.? Ability to ensure confidentiality of guest and hotel information.? Assist in other departments of the hotel as needed during "off" periods (holidays and summer months).? Ensure that company service standards are upheld to the highest standards ? no compromises.
Qualifications
Two years of previous leadership experience in a luxury hotel/venue - concierge or similar guest facing role preferred.
Knowledge of the destination with resort programming experiences a preferred
High School Diploma or equivalent required; Bachelor's Degree preferred
Hospitality Management Degree beneficial
Omni Hotels & Resorts is an equal opportunity employer. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applicationassistance@omnihotels.com.



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