Marriott Careers

Head Concierge

London, United Kingdom
Rooms and Guest Services Operations


Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date Oct 26, 2018
Job Number 180030JJ
Job Category Rooms and Guest Services Operations
Location The Park Tower Knightsbridge, a Luxury Collection Hotel, London, London, Greater London VIEW ON MAP
Brand The Luxury Collection
Schedule Full-time
Relocation? No
Position Type Management

Start Your Journey With Us
The Luxury Collection is a glittering ensemble of locally authentic hotels and resorts from around the world. Our hotel teams curate the world’s most enriching and desirable destination experiences. Our mission is to guide our guests, these seasoned travelers on transformative journeys that touch their spirits, enrich their lives and create lasting memories. If you are someone with an appreciation for evocative storytelling and a desire to provide genuine, personalized, and anticipatory service, then we invite you to join us on our journey and explore a career with The Luxury Collection.

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

·         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 department’s 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 restaurant 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, baby sitting, repairs, shopping).

·         Maintains awareness of cultural differences needed to meet guest's specific needs and requirements.

·         Provides check-in and check-out 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 house-count, arrivals/departures, VIPs, scheduled in-house 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 building mutual trust, respect, and cooperation among team members.

·         Serving 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.

·         Ensures concierge team effectively runs operation with support of property management system and any other system essential for effective service.

 

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.

·         Provides constructive feedback to team members, assigns trainings and takes an active part in team development and recognition.

 

 

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, P&L meetings, Guestvoice and operational meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results.

 

MANAGEMENT COMPETENCIES

Leadership

·         Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing the company in alignment with its values.

·         Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace. 

Managing Execution

·         Driving for Results - Setting high standards of performance for self and/or others; assuming responsibility for work objectives; initiating, focusing, and monitoring the efforts of self and/or others toward the accomplishment goals; proactively taking action and going beyond what is required

·         Building and Contributing to Teams - Leading and participating as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.

Building Relationships

·         Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships. 

·         Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and actions consistent with company values.

Learning and Applying Professional Expertise

·         Technical Acumen - Understanding and utilizing professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges

o    Guest Services - Knowledge of procedures for wake-up services, safe deposit boxes, room and property amenities, property-specific programs (e.g., kids programs), guest rewards programs, and local attractions. 

o    Front Desk - Knowledge of procedures and policies for check-in/check-out; pre-arrival planning; Marriott Rewards Program; Corporate-sponsored programs; Property based systems (i.e., MGS, MARSHA, PMS, Fidelio Opera, FOSSE, Call Accounting, Voicemail, Movies, Key); vendors, products, services, and merchandise; front desk supply management; room inventory management. 

o    Problem Resolution- Ability to record, track and resolve guest problems via property software (i.e. Guestware, FOSSE, etc.) handle emergencies, and effectively deal with customer issues and complaints.

·         Basic Competencies - Fundamental competencies required for accomplishing basic work activities.

o    Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).

o    Mathematical Reasoning  - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.

o    Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.

o    Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

o    Writing - Communicating effectively in writing as appropriate for the needs of the audience.


Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.



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