Concierge

Job Overview

Sorrel River Ranch:  is a Four Diamond luxury guest ranch located along the scenic Colorado River surrounded by 2,000-foot high cliffs, buttes and mesas. This exclusive 240-acre riverside oasis is 17 miles from Moab, 21 miles from Arches National Park and 43 miles from Canyonlands National Park.  The Ranch will be your home—and we want you to feel at home. Our location is beautiful and remote.

In coming to live and work at Sorrel River Ranch, you are joining a community of like-minded people working for common and worthy goals. Sorrel River Ranch Managers must be willing to invest themselves in our collective endeavor to maintain and improve the ranch for the health and well-being of our broader community, including  residents and staff.

YOU MUST BE COMPUTER SAVVY!

First Impressions is everything:  you are the face of Sorrel River Ranch!

We are looking for a Concierge that can service and enhance the Sorrel River Ranch experience to our guests.  

Minimum Qualifications:

● Ability to reside on the property year-round.

● Ability to work both independently, with minimal day-to-day supervision, and collaboratively as part of a team.

● Ability to plan, manage and complete multiple, diverse tasks of differing priorities.

● Strong communication skills with supervisors, peers, and other community members.

● Enthusiastic, organized and hardworking with good judgment, patience, adaptability and self-control.

● Accepting of diversity in culture, race, sexual orientation, religion, gender identity, and ethnicity.

● Possession of a valid Driver’s License.

DUTIES & RESPONSIBILITIES:

As a representative and team member of this hotel, your ultimate responsibility is to help achieve the hotel’s financial mission, provide attentive, courteous and efficient customer service at all times and incorporate the Sorrel River’s values in everything you do.

Besides maintaining our mission by adhering to our values, you will be expected to manage the guest services operations while ensuring the highest level of guest satisfaction possible.

All duties must be done in the manner prescribed by Sorrel River Ranch and Spa.

• Supervise all department personnel demonstrating high leadership skills, model behaviors, and exemplary actions. Manage and motivate all front office personnel with daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction. Understanding and anticipating each guest’s wants and needs. Helping co-workers go above and beyond exceeding guests wants and needs.
• Check and control room reservations, front office systems, and supplies inventory, scheduling
• Forecasting and department budget to maximize revenue.
• Compile and prepare financial reports, including rate and availability calendar. Understand Ihotelier and Synxis.
• Conduct daily, weekly department meetings
• Manage and staff the reservations desk and complete department schedules
• Direct department training programs including:
• Orientation, New Hire Training, EI Certification, Train-the-Trainer, Ongoing Training, and Performance Evaluations.

• Plan, assign, and direct various department tasks and projects as assigned

• Demonstrate knowledge of, adherence to, and enforcement of all SRR standards

• Supervise and assist staff with basic functions such as:

• Process guest check-in and check-out smoothly and correctly
• Enforce and execute all cash handling, check, and credit policies in order to accurately balance transactions, charges and payments, and guest billing.
• Deliver all guest messages, mail, and packages in a timely manner.
• Ensure that accurate guest and room status information is maintained and properly communicated by completing thorough reviews as assigned.
• Operate front desk equipment including but not limited to: switchboard, Property Management System (PMS), Central Reservation System, copier, calculator, fax, internet systems and printers.
• Maintain consistent communication, especially with housekeeping and engineering departments
• Complete necessary shift paperwork and ensure accuracy on: shift checklist, log book, courtesy call back log, and all other forms or checklists assigned.
  • Execute Standards – making sure we are in compliance at all times

Guest billing disputes and inquiries

• Creation of checkbook and maintaining/reviewing Rooms Department Expenses
• Reservation management – ensuring arrivals have been reviewed, deposits have been taken, understand what Corporate accounts are arriving
• Resolve guest problems quickly, efficiently, and courteously. Meeting and exceeding each guest’s wants and needs.
• Use and practice suggestive selling techniques such as top-down/bottom-up to increase revenues.
• Maintain, monitor, and update group information on the hotel’s records as necessary
• Be well acquainted with all area attractions, current events, directions, and competition in the local community
• Maintain knowledge of all available packages and promotion details
• Perform essential front desk duties and responsibilities which includes working desk shifts
• Develop and execute projects including identifying the necessary tasks and deadlines, assigning them to appropriate people, and following-up as needed to ensure effective and timely completion.
• Participate as Manager on Duty as assigned
• Attend required meetings and pre-shift meetings.
• Communicate with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in the details of work. Organize, conduct and/or attend meetings to obtain and disseminate pertinent information.
• Effectively communicate with other department heads, teamwork is the network for success.
• Counsel, in a timely manner, individual department members who are not performing adequately.
• Provide security for guests, employees, and property by Adhering to security procedures for guest room keys and master keys.
• Understanding all hotel emergency procedures

• Reporting any suspicious activity to management

• Performs all other duties assigned
• Managing customer/guest requests for housekeeping and/or maintenance
• Develop network of contacts, service providers and businesses within their communities to serve guests

REQUIREMENTS & QUALIFICATIONS:

• Having a smiling and happy attitude
• Strong desire to lead and motivate employees
• Judgment and speed in decision making
• Professionally handle multiple tasks and demands simultaneously
• Attention to detail
• Attentive and friendly listener
• Sincere desire to provide exceptional customer service
• High ethical standards