Charlotte Hotel

The Omni Charlotte Hotel envelopes you in comfort with a touch of genuine North Carolina hospitality. Centrally located in the heart of Charlotte's financial district, the AAA four-diamond hotel is the perfect destination for convenience to area businesses or to explore countless attractions. Linked to 12 city blocks via sky bridge, the Omni Charlotte Hotel is moments away from the Blumenthal Performing Arts Center, Discovery Place, the Charlotte Convention Center, and the EpiCentre entertainment district.

Omni Charlotte's associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Charlotte Hotel may be your perfect match.

Overview

The Lounge Concierge will go above and beyond guest expectations, while providing assistance and services, in order to ensure pleasurable accommodations and create memorable experiences for guests. The typical schedule will include PM and AM shifts (varied schedule according to business needs).

Responsibilities

Set up and break down breakfast and evening services in the Club 14 Lounge. Engage with and assist guests as needed.
• Be pleasant, smile and greet all guests, using surnames when obtained, in a warm, friendly manner making them feel welcome to the hotel.
• Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
• Deliver personalized, memorable guest experiences by utilizing the Power of One
• Arrange bookings, confirmation of airline tickets, restaurant or town car reservations, etc.
• Ensure the delivery of parcels, mail, special deliveries, etc. to the guest rooms.
• Ensure that the public area (Club 14 Lounge) is maintained, clean and tidy by partnering with Housekeeping department.
• Set up all amenities for guests celebrating special occasions.
• Set up special packages that include pre-calls from the concierge and specialized amenities.
• Proactively work to seek out ways in which to improve the hotel experience for our guests.
• Handling of special requests i.e. flowers, telegrams, rental cars, forwarding luggage, private cars etc.
• To be thoroughly acquainted with the concierge checklist.
• To appropriately protect confidential guest information and guest room key access according to Front Office SOP's
• Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively
• Adhering to the service recovery process.
• To be thoroughly knowledgeable of Moments of Service scenarios, and execute to standard.
• Be familiar with all systems and equipments as related to the Front Office (Opera, GoConcierge, Synergy, ART/Access, etc.)
• Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program)
• To be familiar with all hotel facilities (F&B outlets, Business Center, Fitness Center, Concierge Lounge, Outdoor Pool, Meeting Space, Parking Garage)
• To be familiar with the inter-relationship between the different departments (to include ISD, Guest Services, Housekeeping, F&B outlets, Banquets, Sales, Engineering and Purchasing) and interact with other departments to ensure that guest needs are satisfied.
• To be familiar with local attractions and businesses (to include Charlotte Athletic Club, Museums, Restaurants, BOA Plaza, Epicenter, Malls), as well as local and regional points of interest
• Understand the importance of our Medallia scores.
• Maintain Four Diamond Standards of guest service
• Proper phone etiquette; answering the phone with a smile in your voice
• Aid guests in locating other areas of the hotel (walk them to destination if possible)
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
• Effectively operate computer, printer, telephone, pen/pencil, photo-copying machine, facsimile machine, two-way radio
• Perform other duties | special projects as assigned by Front Office Management

• Excellent customer service skills and up-selling techniques

• Must have strong communication, presentation, training and organizational skills

• Maintain a professional business appearance, attitude, and performance

• Prior guest service experience required, preferably in hotels.

Qualifications

• Excellent customer service, recovery and problem solving skills
• Must have strong communication, computer and organizational skills
• Maintain a professional business appearance, attitude, and performance
• Prior guest service experience required, preferably in luxury hotels.
• Knowledge of the surrounding local and regional areas, including attractions and events.
• Move, bend, reach overhead and lift/carry and place objects weighing up to 30 pounds without assistance. Push/pull objects weighing up to 50 pounds without assistance. Stand, walk or sit for an extended period or for an entire work shift. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.
• Must be able to work flexible shifts including nights, weekends and holidays.
• Must be 21 years of age and have a valid alcohol training certification (RASP/TIPS) and ServSafe Food Handlers certification.
• Must live within 100 miles of the recruiting area.

ENVIRONMENT and POSITION ANALYSIS

• Exposed to indoor/outdoor environments and tasks, with hot and cold temperatures while traveling around the property when needed.
• Lift, carry, and place objects weighing up to 30 pounds without assistance and push/ pull objects weighing up to 30 pounds without assistance.

TOOLS/EQUIPMENT

• Desktop computer (Windows, Microsoft Office), printer, telephone, fax, copier, two-way radio, to include other office supplies and equipment
• Birchstreet, Synergy, Microsoft Office, Opera, Alice

PHYSICAL REQUIREMENTS:

• Move, bend, lift, carry, push, pull, and place objects of moderate to heavy weight without assistance. Stand or walk for an extended period or an entire work shift.
• Responds quickly to sounds, moves safely over uneven terrain.