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About the Role

Responsible for supporting all aspects of Concierge functions in accordance with hotel standards, maintaining a service and management philosophy, and assisting in developing guest acknowledgment and service. Supports management to ensure all departments are aware of guest needs prior to arrival for a unique, memorable, and personal stay.

Responsibilities

• Coordinates day-to-day operations, ensuring quality, standards, and meeting customer expectations.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Supports the concierge team to focus on critical components of operations for guest satisfaction and financial results.
• Understands the impact of department operations on overall property financial goals and objectives.
• Supports the establishment of 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 specific guest needs.
• Provides check-in and check-out services and handles reservations.
• Maintains knowledge of hotel rooms, services, and facilities.
• Ensures repeat and VIP guests receive appropriate service and their requests are fulfilled.
• 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 group information.
• Provides a warm welcome and anticipates 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.
• Ensures the concierge team effectively handles guest requests and adheres to hotel policies.
• Assists in ensuring the concierge team provides exceptional services for customer satisfaction and retention.
• Improves service by understanding guest needs and providing guidance and coaching.
• Responds to and handles guest problems and complaints.
• Sets a positive example for guest relations.
• Interacts with customers to obtain feedback on product quality, service levels, and overall satisfaction.
• Supports employees' understanding of customer service expectations.
• Provides information to supervisors and co-workers.
• Analyzes information and evaluates results to solve problems.
• Informs and/or updates executives and peers on relevant information.
• Participates in departmental meetings and communicates front of house goals.

Requirements

• High school diploma or GED; 2 years experience in 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; no prior work experience required.

Experience Level

• 2 years experience

Education Level

• High school diploma or GED
• 2-year degree

About the Company

• Marriott Hotels strive to elevate the art of hospitality, innovating at every opportunity while keeping the comfort of the oh-so-familiar all around the globe.
• As a host with Marriott Hotels, you will help keep the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, forward-thinking service that upholds and builds upon this living legacy.
• JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 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.
• JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott.
• Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers.
• JW creates opportunities for training, development, recognition and most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being.
• Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

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.