Chief Concierge

JOB SUMMARY Responsible for supporting all aspects of Concierge functions in accordance with hotel standards. Maintains a concierge service and management philosophy that serves as a guide to respective staff. Assists in developing and maintaining the acknowledgement and service of all guests visiting the location. Supports management to ensure all departments are aware of all guests needs and information prior to arrival that will lead to a unique memorable and personal stay.

CANDIDATE PROFILE Education and Experience

High school diploma or GED; 2 years experience in the guest services front desk or related professional area.

OR

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; no prior work experience required.

CORE WORK ACTIVITIES Maintaining Concierge Goals

Coordinates day-to-day operations ensuring the quality standards and meeting the expectations of the customers on a daily basis.

Develops specific goals and plans to prioritize, organize and accomplish work.

Supports concierge team to keep them focused on the critical components of operations to drive guest satisfaction and the desired financial results.

Understands the impact of departments operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supports the establishment of an effective database to be used by all team members for restaurants and local attractions.

Establishes relationships with local attractions, restaurants and other businesses to enhance guests experiences.

Provides recommendations and arranges services for guests as requested (e.g. car rental, airline and train tickets, office services, beauty and barber services, babysitting, repairs, shopping).

Maintains awareness of cultural differences needed to meet guests specific needs and requirements.

Provides check-in and checkout services and handles reservations when needed.

Maintains knowledge of rooms and their locations, services and facilities of the hotel.

Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.

Responds to emergency situations using appropriate procedures.

Maintains awareness of daily operations and events at the hotel.

Maintains knowledge of daily housecount arrivals / departures VIPs scheduled inhouse group names, background activities, locations and times as well as special requests / arrangements.

Provides warm welcome and anticipation of guest needs throughout their stay.

Encourages and builds mutual trust, respect and cooperation among team members.

Serves as a role model to demonstrate appropriate behaviors.

Establishes and maintains open collaborative relationships with employees and ensures employees do the same within the team.

Ensures concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.

Ensuring Exceptional Customer Service

Assists in ensuring the concierge team provides services that are above and beyond for customer satisfaction and retention.

Improves service by assisting individuals to understand guest needs, providing guidance, feedback and individual coaching when needed.

Responds to and handles guest problems and complaints.

Sets a Positive Example for Guest Relations

Interacts with customers to obtain feedback on quality of product service levels and overall satisfaction.

Supports employees' understanding of customer service expectations and parameters.

Interacts with guests to obtain feedback on product quality and service levels.

Additional Responsibilities

Provides information to supervisors and coworkers by telephone, in written form, e‑mail or in person.

Analyzes information and evaluates results to choose the best solution and solve problems.

Informs and / or updates the executives and peers on relevant information in a timely manner.

Participates in departmental meetings and continually communicates a clear and consistent message regarding the front‑of‑house goals to produce desired results.

Marriott International is an Equal Opportunity Employer. We believe in hiring a diverse workforce and sustaining an inclusive people‑first culture. We are committed to nondiscrimination on any protected basis such as disability, veteran status or any other basis covered under applicable law.

Employment Type : Full‑Time

#J-18808-Ljbffr