Marketing Concierge Coordinator (Full Time) - Waldorf Astoria Las Vegas

Hilton - Las Vegas, NV

Full-time - Mid Level

Las Vegas, NV

Accommodation

About the position

The Marketing Concierge Coordinator at Waldorf Astoria Las Vegas plays a crucial role in ensuring complete resident satisfaction and providing a successful experience during their stay. This position is responsible for managing the delivery of resident services in alignment with the company's core standards and brand attributes. The coordinator will provide input into the research, development, evaluation, and implementation of new products, services, technology, and processes to maintain the property's competitive position in the dynamic hospitality and residential environment. The role involves interacting and communicating with key departments to integrate services provided to residents effectively. As a public relations representative for the property, the Marketing Concierge Coordinator must exhibit a professional demeanor and a willingness to assist residents and management whenever requested. The coordinator will ensure that the concierge desk and back office are kept clean and organized, while also providing residents with full access to attractions, activities, products, and services in Las Vegas. Additionally, the coordinator will continually identify resident preferences through conversation and knowledge of requests, maintain a library of brochures and maps, and ensure that all departmental colleagues are informed about arrivals, departures, and events in the hotel. The position also requires keeping records of bookings, requests, reservations, and confirmations for residents, as well as maintaining a polished and well-trained concierge staff capable of delivering unparalleled service. The coordinator will oversee operational functions within the department, develop and implement policies and procedures, resolve resident complaints, and monitor cleanliness and organization of assigned work areas. In terms of marketing relations, the coordinator will coordinate catering for residential events, host events as a Resident Ambassador, and develop vendor and community relationships. The role demands a proactive approach to anticipating residents' needs and maintaining positive guest relations at all times. The Marketing Concierge Coordinator will also assist the Residences Director and Manager with miscellaneous projects and daily operations as needed.

Responsibilities

• Manage the consistent delivery of Resident services with the company's core standards and brand attributes.
• Provide input into the research, development, evaluation, and implementation of new products, services, technology, and processes.
• Interact and communicate with key departments on the integration of services provided to Residents.
• Serve as a public relations representative for the property, exhibiting a professional demeanor.
• Ensure the desk and back office space is kept clean and organized.
• Provide Residents with full access to all attractions, activities, products, and services in Las Vegas.
• Identify Resident preferences through conversation and knowledge of requests.
• Maintain a full library of brochures, maps, and destination magazines.
• Ensure all departmental colleagues are knowledgeable about arrivals, departures, and events in the hotel.
• Keep records of all bookings, requests, reservations, and confirmations for Residents.
• Maintain a staff of polished, well-trained, professional Concierges capable of delivering unparalleled service.
• Ensure departmental practices are compliant with company policies and legal requirements.
• Ensure the Concierge staff's continued growth and development through training.
• Oversee assigned operational functions within the department consistent with the strategic plan.
• Develop and implement departmental policies and procedures for efficient service to Residents.
• Resolve resident complaints, ensuring utmost satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Coordinate all catering for residential events and vendor site tours.
• Host events as point person and Resident Ambassador during events.
• Develop and maintain vendor and community relationships.
• Maintain complete knowledge of correct maintenance and use of equipment.
• Anticipate residents' needs, respond promptly, and acknowledge all residents.
• Assist the Residences Director and Manager with miscellaneous projects and corporate projects.

Requirements

• Must be 21 years of age.
• Minimum of 5 years of Las Vegas Concierge experience.
• At least two years of guest service experience.
• At least 2 years of managerial experience in Luxury Residential or Hotel.
• Luxury Hotel or High Rise Residential Experience preferred.
• Able to communicate clearly and fluently in English (written and spoken).
• Able to multitask.
• Superior communication skills.
• Professional demeanor and appropriate business appearance.
• Flexible work hours to meet the demands of a 24-hour operation.
• Excellent guest service and problem resolution skills.
• Quality driven with a passion for excellence in guest service and satisfaction.
• Able to work in a team and independently on occasions.
• Proficient working knowledge of Microsoft Office including Word, Excel, PowerPoint, Outlook, and the Internet.
• Proficient knowledge of office equipment including copier, fax machine, multiline phones, scanner.
• High School Diploma required.

Nice-to-haves

• Experience in opening a hotel is a distinct advantage.
• At least four years of managerial experience in Hotel Operations/Concierge Services.
• Knowledge of Buildinglink and other concierge programs such as OpenTable, Sevenrooms.
• Additional languages would be advantageous.
• Associates Degree or Bachelor's Degree preferred.
• Membership in Les Clefs d'Or and Southern Nevada Hotel Concierge Association.
• Notary certification.