Chief Concierge Jobs

Job Number 23115654
Job Category Rooms & Guest Services Operations
Location Manado Marriott Resort and Spa, One Marriott Drive, Manado, Indonesia, Indonesia VIEW ON MAP
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

• Maintains awareness of cultural differences needed to meet guest's specific needs and requirements.
• Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• 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).
• Encourages and building mutual trust, respect, and cooperation among team members.
• 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.
• Maintains awareness of daily operations and events at the hotel.
• Responds to emergency situations using appropriate procedures.
• Maintains knowledge of rooms and their locations, services and facilities of the hotel.
• Ensures concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.
• 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.
• Provides warm welcome and anticipation of guest needs throughout their stay.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Serving as a role model to demonstrate appropriate behaviors.
• Supports the establishment of an effective database to be used by all team members for restaurant and local attractions.
• Provides check-in and check-out services and handles reservations when needed.
• 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
• Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.

Ensuring Exceptional Customer Service

• Interacts with guests to obtain feedback on product quality and service levels.
• Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
• Assists in ensuring the concierge team provides services that are above and beyond for customer satisfaction and retention.
• Supports employees understanding of customer service expectations and parameters.
• Responds to and handles guest problems and complaints.
• Improves service by assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• 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.
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates the executives and the 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 non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.
Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 80 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.