Inn Concierge

Position Overview

Rooted in History, Planting Seeds for the Future - Los Poblanos is a family-owned and managed business located on a historic farm estate with historically significant architecture, organic farming and a dynamic mix of businesses that support its mission. Hospitality, good design, and sustainability are the threads that tie all the businesses together, including boutique lodging, private events, a field-to-fork restaurant, retail and production of our own branded lavender body products, artisan food products and distilled spirits. While still run by a small, dedicated team of managers and directors, Los Poblanos is well poised to become an internationally recognized brand and destination place.

The responsibility of the Los Poblanos Ambassador is to perform all the Guest Services related functions including, but not limited to, greeting and registering guests, assisting in making both on-site and off-premises arrangements on behalf of our guests, answering guest inquiries, following up on guest comments and remarks, making and modifying guest reservations, resolving guests' complaints to ensure their satisfaction, and settling the guest's account upon completion of their stay. Excellent time management and problem-solving skills are crucial to this position which is in a very fast-paced environment.

Position type: Full-time, non-exempt

Duties & Responsibilities

Act as an ambassador for the property, the Village of Los Ranchos and Albuquerque
Ensure guests are greeted upon arrival, quickly and appropriately fulfill guest requests, approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
Receive and maintain Inn and Restaurant reservations being aware of seasonal packages and policies
Assist with general guest service tasks such as delivering items to guest rooms, assisting guests with check-ins, responding to guest requests and addressing lost and found issues as required
Regularly check guest rooms before guest arrival to deliver packages and ensure room meets standards for guest arrival
Assist Inn guests with restaurant reservations, directions, taxis, etc
Generate reports, complete regular office work and check guest rooms and property to ensure property standards are met
Maintain a level of security on the property by ensuring appropriate lights are on, locking doors and responding to emergencies
Answer telephones between scheduled hours, making room reservations, confirming details with future clients by email, charging credit cards, and settling bills for checkouts
Respond rapidly to requests for emergency and non-emergency assistance in a professional and hospitable manner
Act as a liaison between the Inn and Culture & Community department; Maintain up-to-date knowledge of on-site activities and private event clients
Share general information about Los Poblanos history and farming with interested guests

Essential Job Functions

Greet customers, patrons or visitors
Arrange services or reservations for patrons
Deliver items
Store luggage or other possessions for patrons
Organize recreational activities or events
Provide patrons with directions to local attractions
Provide attraction or event information to patrons
Maintain financial or account records
Verify the accuracy of financial or transactional data
Discuss account status or activity with customers or patrons
Collect deposits, payments or fees
Operate communications equipment and computer systems
Report maintenance or equipment problems to appropriate personnel
Maintain complete knowledge of: All property features, services, and hours of operation; All Campo food concepts, menu price range and ambiance; All hotel room amenities; Daily house counts and expected arrivals and departures, particularly including VIPs; Scheduled daily group activities, names, and location of meeting and banquet rooms; Local events, attractions, holiday schedules
Maintain expert knowledge of all services provided by LP and how to suggest, promote and arrange utilization of those services to maximize the property revenue and guest satisfaction
Assist with on-site activities and services for special events and holidays
Maintain expert knowledge of local and regional activities and services, maintaining positive and active relations with key local providers (i.e., florists, limousine and taxi services, restaurant contacts, etc.)
Maintain complete knowledge of correct maintenance and use of equipment; Use equipment only as intended
Maintain complete knowledge of all technology and programs used by the Guest Services team with the basic ability to troubleshoot when necessary
Accommodate all guest requests expediently and courteously
Follow up with designated LP personnel to ensure completion of the request and with a guest to ensure satisfaction with a solution
Communicate daily events, occupancy level, VIPs, group functions, etc. with each department employee at the start of the shift
Act as an key liaison for welcoming special event guests (wedding guests, corporate groups, retreat guests, etc.) and maintain up-to-date knowledge of their schedule and all group reservations; Continue to engage these VIP guests throughout the duration of their stay
Assist with property-wide communication efforts to share information about weekly activities and events

Requirements

1 – 2 years’ experience in a hospitality and/or customer service role
Friendly, goal-oriented and outgoing with great people skills
Able to read, comprehend and write complex instructions and/or short correspondence and memos, having excellent verbal communications
Completion of High School Diploma
Able to give and carry out a direction in a high activity and service-oriented environment
Knowledge of Microsoft programs and intermediate computer skills
Must be able to sit, stand, bend, squat, reach, and walk 8 to 10 hours a day
Able to grasp, lift, carry 30 lbs. in short intervals throughout the day
Must be willing and can work a varied schedule to include evenings, weekends and holidays

Preferred

Able to speak Spanish is a plus
Interest in sustainability, food and New Mexico culture
Experience in a hotel environment

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.