Golf Concierge Manager - Big Cedar Lodge

POSITION SUMMARY : The Golf Concierge Manager is responsible for assuring exceptional, world class service for our guests by having the ability to exceed expectations through specific, unique, and tailor-made hospitality services.

ESSENTIAL FUNCTIONS: (List the primary duties and responsibilities of the job. This should not be a task list or desk procedures, but the top 5 to 7 responsibilities of the job. List the duties in descending order of impact/time. Each function should begin with a verb such as Creates, Develops, Performs, etc.)

• Provide exceptional service.
• Initiates contact with guests with a warm welcome and the willingness to assist the guest.
• Must be proactive in anticipating the guest’s needs.
• Must effectively communicate all pertinent information amongst his/her team members and supervisory staff in regards to daily operations.
• Strong understanding of guest check in procedures for accommodations and golf courses.
• Always carry themselves in a friendly approachable manner.
• Ability to work well under pressure and balance multiple priorities and assignments.
• Must be highly service focused with a desire to engage with guests. 
• Demonstrate initiative – ability to think, work, and make decisions to solve guest concerns based on sound judgment.
• Must be comfortable working in a fast-paced environment where continuous improvement is expected.
• Must be able to consistently achieve high work standards, attention to detail, accuracy and timeliness a must.
• Understands and is well versed in the facilities, lodging features and services including all outlets, hours of operation, activities, and events available to guests.
• Demonstrates creativity, ingenuity, and a resourceful approach to exceeding guest expectations.
• Work closely with Golf management, Reservations, Conference Services, and Resort Operations.
• Performs other related duties as assigned.
• Work with Buddies group (booked by reservation) to plan out the details of their trip.
• Ensure room bookings and tee times are correct for each group before arrival.
• Upsell resort activities and dining to groups, or add-on golf rounds.
• Work with Golf team to facilitate leads for tournament services & Caddies.
• Help facilitate golf group booked with groups sales to make sure booking are correct and executed properly.
• Work with single day events or tournaments plan and execute their events efficiently.
• Ability to coordinate and work with a banquets team on special or private events.
• Oversee and assist with the execution of special events and private functions.

EXPERIENCE/QUALIFICATIONS: (List the MIINIMUM education and experience requirements to perform the essential functions of the position.)

• Minimum of one year of experience in the hospitality business or a similar role.
• Service-oriented mindset and capable of making every guest feel valued.
• Strong communication skills in verbal, written, phone, text, and social media communications.
• Strong organizational skills and attention to detail.
• Competent in working with multiple systems, including Microsoft Office Suite.
• Positive attitude and be willing to work as part of a team.
• A multi-tasker, prioritizing time effectively.
• Minimum Degree Required
• :    High School Diploma or Equivalent

KNOWLEDGE, SKILLS, AND ABILITY: (List the MINIMUM knowledge, skills and ability required to perform the essential functions of the position):

• Ability to stand for extended periods of time, work safely, communicate effectively, understand, and carry out written and oral directions, and establish good working relationships with co-workers.
• Lift, reach, bend, twist, push, pull, squat, grasp and use arm-hand coordination on a consistent basis.
• Have the ability to lift 50 pounds occasionally.
• Be able to work a varying shift including weekends and holidays.
• Knowledge and familiarity of golf operations preferred
• Writing - Communicate effectively in writing as appropriate for the needs of the audience.
• Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.
• Guest and Personal Service - Knowledge of principles and processes for providing guest and personal services. This includes guest’s needs assessment, meeting quality standards for services, and evaluation of guest satisfaction.
• Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly.

TRAVEL REQUIREMENTS: (Provide travel expectations for this role)

 Occasional travel as needed

PHYSICAL REQUIREMENTS: (Select the options that best apply)

  Additional Physical Requirements (Please list if applicable)?

INDEPENDENT JUDGEMENT: (Select the option that best applies)

? Develops objectives and general policies and procedures for a specific program or functional area of responsibility within general scope of established operational goals and plans. Day-to-day work and decisions do not require direction or review by immediate supervisor. End results are reviewed by supervisor.

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MANAGEMENT LEVEL: (Select the option that best applies)