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About the Role

Responsible for the management of all aspects of Concierge functions in accordance with hotel standards. Directs, implements and maintains a concierge service and management philosophy that serves as a guide to respective staff. Responsible for developing and maintaining the acknowledgment and service of all guests visiting the location. Ensures all departments are aware of all guests’ needs and information prior to arrival that will lead to a unique, memorable and personal stay.

Responsibilities

Manages day-to-day operations, ensuring quality, standards, and meeting customer expectations.
Develops specific goals and plans to prioritize, organize, and accomplish work.
Keeps concierge team focused on critical components of operations to drive guest satisfaction and financial results.
Understands the impact of department’s operations on overall property financial goals and objectives.
Establishes an effective database for restaurant and local attraction information.
Establishes relationships with local attractions, restaurants, and other businesses.
Provides recommendations and arranges services for guests as requested.
Maintains awareness of cultural differences to meet guest's specific needs.
Provides check-in and check-out services and handles reservations.
Maintains knowledge of rooms, services, and facilities of the hotel.
Ensures repeat and VIP guests receive appropriate service and 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 house-count, arrivals/departures, VIPs, and scheduled events.
Completes and communicates employee schedules.
Provides warm welcome and anticipates guest needs.
Inspects grooming and attire of staff and rectifies deficiencies.
Supervises all activities of the concierge team.
Utilizes interpersonal and communication skills to lead, influence, and encourage others.
Encourages and builds mutual trust, respect, and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supervises and manages employees and all day-to-day operations.
Establishes and maintains open, collaborative relationships with employees.
Ensures concierge team effectively handles guest requests and adheres to all hotel policies.
Supervises staffing levels to meet guest service, operational needs, and financial objectives.
Ensures regular communication with employees regarding business objectives, expectations, and performance.
Ensures concierge team provides services that are above and beyond for customer satisfaction and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and coaching.
Responds to and handles guest problems and complaints.
Sets a positive example for guest relations.
Empowers employees to provide excellent customer service.
Observes service behaviors of employees and provides feedback.
Interacts with customers to obtain feedback on quality, service levels, and overall satisfaction.
Ensures employees understand customer service expectations and parameters.
Supports the developmental needs of others through coaching and mentoring.
Solicits employee feedback and reviews employee satisfaction results.
Brings issues concerning employee satisfaction to the attention of management and Human Resources.
Assists in interviewing and hiring employees with appropriate skills.
Supports departmental orientation and new hire training.
Participates in employee progressive discipline procedures.
Provides information to supervisors, co-workers, and subordinates.
Analyzes information and evaluates results to solve problems.
Informs and updates executives, peers, and subordinates on relevant information.
Participates in departmental meetings and communicates front of house goals.
Performs additional tasks as directed by leadership based upon business demands or guest needs.

Requirements

High school diploma or GED; 3 years experience in the guest services, front desk, or related professional area.
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 1 year experience in the guest services, front desk, or related professional area.

Skills

Guest services
Front desk operations
Hotel management
Customer service
Team leadership
Communication skills
Problem-solving
Database management
Interpersonal skills
Financial acumen

Experience Level

3 years experience in guest services, front desk, or related professional area
1 year experience in guest services, front desk, or related professional area

Education Level

High school diploma or GED
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major

About the Company

EDITION Hotels combine the visionary genius of boutique hotelier Ian Schrager, the service delivery of a world-class luxury hotel, and the global reach of Marriott International to create an entirely new experience in the world of hospitality.
EDITION delivers polish with personality, perfectionism with individualism, and comfort with charisma and charm.
The brand targets sophisticated, knowledgeable consumers who understand quality, originality, design, and service excellence.
We are looking for outgoing, authentically amazing people who are looking for a place to work that inspires them, challenges them and makes them proud to come to work.
A place where service comes from the heart, not from a handbook.
A place that delivers a never-ending theatrical performance that continuously delights and enchants each and every one of our guests.
In joining EDITION, 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.

Equal Opportunity

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.
We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.
We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.