Overview

The Concierge Manager plays a vital role within the company as they oversee the first point of contact for our hospitality venues and is responsible for the performance and conduct of the Concierge Team. The Concierge Manager is responsible to train and monitor the concierge in all aspects as well as conduct necessary reporting and managerial tasks.
Work with all levels of the organization including a multitude of departments
Responsible for ownership of customer needs/issues
Implementation of selling/up-selling/cross-selling training techniques as well as participation in miscellaneous corporate projects
Provide continued coaching to team on all procedures and sales techniques
Respond immediately and handle all inquiries and reservations from VIP departments at MGM/Caesars including Skylofts, Mansions, Nobu and Casino
Obtain pertinent information on private event and sales inquiries and forward to the VP of Catering & Sales
Manage credit card authorizations for each venue during holiday weekends. Communicate with leads and other departments for independent hosts/promoters to ensure inventory levels are maintained accurately
Maintain current reporting system and create new points of interest for reporting
Manage customer profiles in CRM system
Learn all new software and corporate procedures to train staff effectively
Knowledgeable of corporate office function and departments
Communicate with the marketing department for any special event guest inquiries
Communicate with venue managers for any increased special event cover charge and table minimums, create pricing for team to use for every venue
Send list of VVIP guests to venues day of
Rectify complaint guests and direct to appropriate department for escalating issues
Direct guests disputing charges to the appropriate accounting department or general manager
Assist guests with Venue Driver ticket issues by directing them to the appropriate department
Review monthly schedule created by supervisor, approve TOR requests
Motivate team to upsell and develop incentives to maintain department morale, attendance, etc
Fill in should there be any lapse in scheduling
Continually educate team with weekly meetings on venue information, DJs, signature dishes, etc
Lead outings to familiarize new hires with all venues
Create SOP for selling VIP tables and tickets, and assigning guests to be greeted by hosts at venue
Create training schedule and monitor progress of new hires 90 days
Along with Director do 90 day & 1 year reviews of all supervisors and reservationists
Communicate with Director and Human Resources on any disciplinary actions
Assists and/ or completes additional tasks as assigned