Are you ready to help shape the future of travel and hospitality at the new Hotel Polaris at the U.S. Air Force Academy? Hotel Polaris is seeking an exceptional Experience Concierge to join our team and play a vital role in shaping the success of Hotel Polaris, an instant icon on the hospitality landscape of Colorado Springs. Your efforts significantly influence the unique and distinctive experiences we seek to deliver to our guests and team members alike. We're looking for someone who wants to be a part of something bigger and shares our passion for creating unforgettable guest experiences, nurturing a vibrant company culture, and building strong connections with our communities.

• Responsible for pre-arrival process to assist in designing custom itineraries prior to the guests’ arrival and during their stay.
• Share your personal passions and knowledge of the services and amenities available to guests to create extraordinary moments.
• Demonstrates creativity, ingenuity and an innovative approach to exceeding guest expectations.
• Demonstrate your unique personality and service style while achieving the brand standards that make us Hotel Polaris.
• Utilize the freedom to go beyond to become an expert in the local community and confidently connects guests to unforgettable experiences.
• Create customized itineraries.
• Create reservations/appointments as requested by guests to include, but not limited to restaurants, Spa, and hotel activities.
• Ensure pre-arrival surveys are addressed shared with appropriate departments and responded to.
• Maintain the highest level of confidentiality regarding guests, associates, and proprietary information and protect company assets.
• Be part of a cohesive team with a singular focus on creating the best possible guest experience.
• Order amenities for guests who are VIP, celebrating special occasions, or as needed.
• Provide notes and comments regarding guest stays and profile in property management system, noting special needs and requests to ensure a smooth registration upon arrival at the Front Desk.
• Ensure proper booking information and VIP status is recorded for each reservation and according to hotel standards.
• Utilize Hotel Property Management Systems to understand guests’ needs that were communicated to reservations sales agent before making outbound calls.
• Track ancillary revenue booked.
• Follow up on all incoming emails and voicemails.
• Print reports and traces to ensure a satisfactory guest experience.
• Distribute VIP report daily that is accurate and meaningful.
• Resolve guest complaints, ensuring guest satisfaction.
• Keep current with all communication and departmental changes.
• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge at all times of:
  • all hotel features/services, hours of operation
  • local restaurants, bars, nightlife
  • transportation options and current rates
  • local vendors
  • local events/activities
  • scheduled daily group activities
  • hotel activities
• Complete “call arounds” to competitive hotels on a weekly basis to keep current on other resort offerings and pricing.
• Attend and participate in monthly meetings.
• Assist Reservations and Front Office teams when needed.

• High school diploma or equivalent (GED or two to three years related experience and/or training; or equivalent combination of education and experience).
• Completion of College Level courses with concentration in Business or Hospitality is strongly desirable.
• Five (5) or more years’ experience in the hospitality industry highly desired.
• Experience at a comparable AAA Four Diamond/Four Star hotel and/or resort is highly desired.
• Ability to work independently with a high degree of accuracy and attention to detail.
• Enjoy interacting with people and multi-tasking at a fast pace while ensuring accuracy and efficiency.
• Must be able to read, write and speak English.
• Must have strong computer skills and working knowledge of Microsoft Office programs.
• Ability to work a flexible schedule that may include evenings, weekends and holidays.

We offer a comprehensive benefit package for full-time, regular team members that includes:

• Group medical, dental, vision, life, and disability benefits.
• Participation in a pre-tax flexible benefit plan for healthcare and dependent care reimbursement.
• An employee assistance program.
• Paid time off/sick time.
• Participation in a 401(k) plan with a company match.
• Complimentary team member meals.
• Complimentary room nights at CoralTree Hospitality managed properties.

Join us in creating unforgettable experiences for our guests, building vibrant communities, and shaping the future of travel and hospitality.

Job Type: Full-time

Hourly wage: $18.00/hr

Application deadline: This job posting will close on 10/4/2024 or until the position has been filled.

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