Residence Services Intern – Summer Season 2021
As a member of our Residence Services team, you will leverage your academic experience in real-world scenarios, while experiencing what it is like to help craft exceptional experiences for our owners and guests. Channel your passion for personalized guest service by providing a warm welcome for our owners and guest and sharing the very best attractions, events and venues our destination has to offer with our guests and owners!
Summary of Responsibilities:
Reporting to the Assistant Residences Manager, responsibilities and essential job functions include but are not limited to the following:
- Gain valuable operational experience by rotating through Housekeeping, Concierge, Residence Services, and Owner Services.
- Identify and document all requests, expectations and biographical information for owner and guest profiles to facilitate creating personalized experiences.
- Coordinate and provide advance itinerary planning and reservations at least 30 days prior to arrival.
- Review daily arrivals and identify special requirements with the Doorperson, Butlers and Housekeeping.
- Act as a Front Desk liaison for our owners & guests.
- Greet owners and guests upon arrival, completing the check-in process and escorting them to their room ensuring all service standards are followed.
- Providing an orientation of the club, their residence, as well as, retail and restaurants within Ghirardelli Square.
- Ensure up to date concierge referral material and educate other Concierges, Door Attendants and Butlers on new information ensuring accurate details.
- Accurately process charges to guests for rental, groceries, and customer services.
- Maintain a detailed log record tracking all requests, both pending and confirmed.
- Maintain community liaison with vendors and continually expand knowledge of San Francisco and Bay Area history, activities, events, attractions.
- Provide special event coordination of private party requests in the private room or in-room as requested.
- Work directly with all departments and colleagues to establish consistent positive communications and interdepartmental cooperation.
- Support with emergency protocol and procedures as necessary.
- Follow department policies, procedures and service standards.
- Follow all safety policies and procedures.
- Other duties as assigned.
Qualifications:
- Previous customer service experience required.
- Self-motivated and capable of owning tasks and projects from end-to-end with limited supervision.
- Eager to ask questions while also open to constructive feedback.
- Must possess a professional presentation.
- Must possess outstanding customer service skills, as well as sophisticated verbal & written communication skills.
- Computer literate with experience utilizing Microsoft Office preferred.
- Willingness to assist with problem-solving owner, guest, and employee challenges as needed.
- Highly responsible, detail-oriented, & reliable.
- Ability to work well under pressure in a fast-paced environment.
- Ability to work cohesively as part of a team.
- Ability to focus attention on guest needs, remaining calm and courteous at all times.
- Must be able to work mornings, afternoons, evenings, holidays, and weekends.
Physical Aspects of Position (include but are not limited to):
- Frequent standing and walking throughout shift.
- Ability to lift up to 50 lbs.
- Occasional kneeling, pushing, pulling, lifting.
- Occasional ascending or descending ladders, stairs and ramps.
- Sitting for long periods of time.