The position of Concierge is responsible for providing the highest level of service at all times. Guest interactions are via telephone and email communication. Concierge will focus on building the guest relationship with complete itineraries encompassing as many Tao Group Hospitality brands as possible.
Adhere to all job standards set in place and continuously receive higher than 90% on all shops
Use proper verbiage, spelling, and grammar on every communication
Build a rapport with guests with positive, informative interactions and by anticipating guest needs to keep them coming back to the venues
Problem solve effectively while maintaining sincerity in difficult situations
Be proactive and alert management immediately with any discrepancies or issues
Respond to email inquiries from hotels within 30 minutes
Forward inquiries or credit card authorizations to correct department: Marketing, Security, Restaurant, Catering and Sales, Nightclub
Email hourly reservation and guest list updates to venue managers and executives
Follow all direction from executive team
Input events in Venue Driver when requested
Knowledgeable of entire corporate office functions and departments
Maintain knowledge of Tao Group Hospitality venues and amenities to accurately answer any questions
Use customer relationship management systems to accurately organize tasks, assign leads and develop guest profiles by inputting notes for each guest on every interaction
Accurately create reservations in Venue driver and Open Table with guest’s contact information, time, date, minimum, special request/allergies and VIP notes
Research guest history and proactively provide venue with any background and pertinent profile information necessary to create a seamless experience for the guest
Prioritize high volume of daily requests to ensure higher tier guests are taken care of first
Ask detailed questions to minimize volume of complaints by resolving issues independently
Follow all existing standard operating procedures in place and adhere immediately to all new policies that are added to the department
Utilize sales techniques to upsell guest to company’s portfolio of nightclubs, restaurants, hotels, etc. and develop a custom itinerary for each guest
Be a team player and work well with colleagues to assist with special projects and additional tasks
Maintain privacy and confidentiality on any sensitive guest issues, departmental information and guest information including contact and credit card numbers
Develop and maintain relationships with specialty vendors to provide extended services to highest tier clients
Interact with hosts, managers, and shared services to oversee company’s strategic plan and brand is being carried through consistently
Assists and/ or completes additional tasks as assigned
IN ADDITION TO THE AFOREMENTIONED ESSENTIAL JOB FUNCTIONS, THE POSITION WILL BE EVALUATED ON THE FOLLOWING QUALITIES:
Accountability
Development
Working relationships
Judgment
Quality of work
Job skills knowledge
Productivity
Dependability
Reliability
Written communication
Verbal communication
Manageability
Appearance
Teamwork
Guest satisfaction
EDUCATION/REQUIREMENTS:
High School Diploma Preferred
Minimum of one plus (1+) years of customer service and multi-lined telephone experience preferred
Proof of eligibility to work in the United States
Valid Driver’s License
21+ years of age
Maintain a professional, neat and well-groomed appearance adhering to Company standards
WORKING KNOWLEDGE REQUIREMENTS:
Proficient in Windows Office, Microsoft Office, Mac OSX
SKILLS:
Must have strong problem-solving skills
Ability to communicate effectively and assertively in the English language, both verbally and in writing with staff, clients, and the public
Ability to maintain a high level of confidentiality
Ability to write reports, business correspondence and procedure manuals
Ability to demonstrate a positive attitude always
Ability to keep an open and objective view
Ability to listen empathetically and be respectful always
Ability to maintain composure and stay focused
Ability to maintain personal integrity
Ability to work as a team, stay organized, handle various projects at one time, follow up and make accurate decisions
Ability to handle a fast-paced, busy, and somewhat stressful environment, and work under pressure and meet deadlines
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Must have good positive energy to make it through the day
Must be able to read the computer monitors
Must be able to print legibly for guests to read
Must be observant and quick to respond to various situations
Must be fluent in both written and spoken English language
Must be able to move quickly through work and set the pace in the office and/or venue
Must be able to sit and/or stand for extended periods of time
Must be dexterous and able to participate in all service aspects.
Must be able to twist, tow (push or pull), reach, bend, climb and carry as necessary
Must be able to push and lift up to 50 lbs.
Ability to use hands to handle, or feel objects, tools or controls
Ability to reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl
Ability to talk, hear, taste, and smell
Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus
WORK ENVIRONMENT & SCHEDULE:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Small to Medium office environment
Personal desk space
Noise level in the work environment is usually moderate
Work varied shifts to include days, nights, weekends and holidays
SECURITY RESPONSIBILITIES:
Security Level – Medium
Tao Group Hospitality delivers distinctive culinary and premium entertainment experiences through its portfolio of restaurants, nightclubs, lounges, and daylife venues. Tao Group Hospitality acquired Hakkasan Group in April 2021. The combined company operates more than 60 entertainment dining and nightlife venues in over 20 markets across five continents and features a collection of widely recognized hospitality brands. These include TAO, Hakkasan, OMNIA, Marquee, LAVO, Beauty & Essex, Avenue, Cathédrale, Wet Republic, Yauatcha, Ling Ling, Sake no Hana, Casa Calavera, Jewel, Little Sister, and more. Tao Group Hospitality is part of Madison Square Garden Entertainment Corp. (MSG Entertainment) (NYSE: MSGE), a leader in live experiences
US Candidates OnlyTao Group is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, disability, sexual orientation, genetic information, veteran status or any other characteristic protected by state or federal law.