Conference Concierge

SUMMARY

The Conference Concierge is responsible for delivering exceptional service and ensuring the smooth execution of conferences and events. This role serves as the main point of contact for attendees, offering information, assistance, and problem-solving to enhance the overall event experience This role requires strong communication, organizational, and problem-solving skills and a guest-first attitude to uphold the standards of The Penn Stater Hotel & Conference Center.

Pay Range: $20 - $22 per hour

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Service

• Maintains guest service as the driving philosophy of the operation
• Personally demonstrates a commitment to guest service in responding promptly to guests? needs
• Committed to making every guest is satisfied
• Meets or exceeds guest satisfaction measures
• Ensures hotel standards and services contribute to the delivery of consistent guest service

Conference Concierge Operations

• Serve as the first point of contact for conference attendees, internal departments, and external clients
• Greet guests, answer phones, and offer assistance with directions and event-specific inquiries
• Assist with general office support including, but not limited to:
  • Running daily, weekly, and monthly reports
  • Creating and distributing conference signage and postings
  • Assembling and distributing Banquet Event Order (BEO) packets
  • Handling incoming and outgoing mail
• Maintain accurate event-related documentation and support the Conference Services team with BEO changes and updates
• Coordinate guest service requests with relevant departments and ensure timely completion
• Support conference and trade show operations by handling customer packages and shipping needs
• Communicate added event-related charges and services to Conference Services Managers for accurate billing
• Operate office equipment (copy machine, fax, etc.) and maintain equipment readiness; serve as liaison for copy machine repairs
• Maintain knowledge of hotel procedures and policies to resolve routine issues or direct more complex matters to the appropriate party
• Uphold the cleanliness and organization of the work area and maintain a professional and service-oriented environment
• Assist in training and onboarding of new Conference Concierge team members
• Other duties as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• High School diploma or equivalent required
• Prior experience in customer service, hospitality, or administrative support preferred
• Familiarity with event planning or conference services a plus

LANGUAGE AND MATHEMATICAL SKILLS

• Ability to read and speak English and comprehend simple instructions, short correspondence, and memos
• Ability to effectively communicate in one-on-one and small group situations with guests, clients, and team members
• Ability to read and interpret schedules, event orders, and other standard documents
• Ability to compute simple math, percentages, and interpret basic financial information related to event charges

CERTIFICATES, LICENSES, REGISTRATIONS

• None required at this time

PHYSICAL DEMANDS / WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear
• Frequently required to reach with hands and arms
• Occasionally required to stoop, kneel, or crouch
• May occasionally lift or move up to 50 pounds
• Vision requirements include close vision, distance vision, and the ability to adjust focus
• Must be able to work flexible hours based on business needs, including mornings, evenings, weekends, or holidays as required