Concierge - Corporate Las Vegas

The position of Concierge is responsible for providing the highest level of service at all times. Guest interactions are via telephone and email communication. The Concierge will focus on building the guest relationship with complete itineraries encompassing as many Tao Group 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 in 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 the correct department: Marketing, Security, Restaurant, Catering and Sales, Nightclub 
• Email hourly reservation and guest list updates to venue managers and executives
• Follow all directions from the Executive Team 
• Input events in Venue Driver when requested 
• Knowledgeable of entire corporate office functions and departments 
• Maintain knowledge of Tao 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 the 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 the 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 guests to the 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 the company’s strategic plan and brand is being carried through consistently
• Assist and/ or complete additional tasks as assigned