Oct 28, 2018Job Number
Rooms and Guest Services OperationsLocation
JW Marriott Miami, Miami, Florida VIEW ON MAPBrand
Marriott Hotels Resorts /JW MarriottSchedule
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Thank you for your interest in this position. It is a job opportunity with one of Marriott International’s franchisees.
Please apply via email at : firstname.lastname@example.org
Additional Information: This hotel is owned and operated by an independent franchisee, MDM Hotel Group, Ltd.. The franchisee controls all aspects of the hotel’s employment policies and practices, including the selection and hiring process. If you accept a position at this hotel you will be employed by a franchisee and not by Marriott International.
The Front Office Concierge is responsible for responding to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Review shift logs/daily memo books and document pertinent information in logbooks.
-Thank guests with genuine appreciation and provide a fond farewell.
-Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
-Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
-Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
-Address guests' service needs in a professional, positive, and timely manner.
-Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
-Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
-Assist other employees to ensure proper coverage and prompt guest service.
-High School diploma/ G.E.D. equivalent.
-Related Work Experience
-No supervisory experience required.
This company is an equal opportunity employer.