Assistant Chief Concierge - The St. Regis Jakarta

Job Number 23158158

Job Category Rooms & Guest Services Operations

Location The St. Regis Jakarta, Rajawal Place Jalan HR Rasuna Said Kav. B/4, Jakarta Selatan, Indonesia, Indonesia

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

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 acknowledgment 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

• Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.
• Provides warm welcome and anticipation of guest needs throughout their stay.
• Maintains awareness of daily operations and events at the hotel.
• Provides recommendations and arranges services for guests as requested (e.g., car rental, airline and train tickets, office services, beauty and barber services, baby sitting, repairs, shopping).
• Maintains awareness of cultural differences needed to meet guest's specific needs and requirements.
• Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Establishes relationships with local attractions, restaurants and other businesses to enhance guests’ experiences.
• Ensures concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.
• Maintains knowledge of rooms and their locations, services and facilities of the hotel.
• Responds to emergency situations using appropriate procedures.
• Supports concierge team to keep them focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Encourages and building mutual trust, respect, and cooperation among team members.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Supports the establishment of an effective database to be used by all team members for restaurant and local attractions.
• Serving as a role model to demonstrate appropriate behaviors.
• Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Provides check-in and check-out services and handles reservations when needed.

Ensuring Exceptional Customer Service

• Improves service by assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Interacts with guests to obtain feedback on product quality and service levels.
• Supports employees understanding of customer service expectations and parameters.
• Responds to and handles guest problems and complaints.
• Assists in ensuring the concierge team provides services that are above and beyond for customer satisfaction and retention.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Sets a positive example for guest relations.

Additional Responsibilities

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
• Informs and/or updates the executives and the peers on relevant information in a timely manner.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• 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 non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.