Concierge Associate - 40 hours (must have full UK driving licence)
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Job Number 19001D3Q
Job Category Rooms and Guest Services Operations
Location Leeds Marriott Hotel, 4 Trevelyan Square, Leeds, West Yorkshire, United Kingdom VIEW ON MAP
Brand Marriott Hotels Resorts /JW Marriott
Position Type Non-Management/Hourly
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Respond 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. Monitor club lounge for seating availability, service, safety, and well-being of guests.
Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review
written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
Safety and Security
§ Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
§ Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure
§ Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies,
§ Maintain awareness of undesirable persons on property premises.
Policies and Procedures
§ Protect the privacy and security of guests and coworkers.
§ Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with
company policies and procedures.
§ Maintain confidentiality of proprietary materials and information.
§ Follow company and department policies and procedures.
§ Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
§ Perform other reasonable job duties as requested by Supervisors.
§ 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.
§ Speak to guests and co-workers using clear, appropriate and professional language.
§ Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in
one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before
placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
§ Talk with and listen to other employees to effectively exchange information.
§ Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding
public areas of the property.
§ Exchange information with other employees using electronic devices (e.g., cell/mobile phones, earpieces, pagers and
two-way radios, email).
Working with Others
§ Support all co-workers and treat them with dignity and respect.
§ Develop and maintain positive and productive working relationships with other employees and departments.
§ Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
§ Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
§ Comply with quality assurance expectations and standards.
§ Stand, sit, or walk for an extended period of time or for an entire work shift.
§ Enter and locate work-related information using computers and/or point of sale systems.
§ Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
§ Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
§ Contact appropriate individual or department (e.g., Bellperson, Front Desk, Housekeeping, Engineering, Security/Loss
Prevention) as necessary to resolve guest call, request, or problem.
§ Arrange transportation (e.g., taxi cab, shuttle bus) for guests/residents/visitors, and record advance transportation
request as needed.
§ Respond to guest/resident requests for special arrangements or services (e.g., spa services, transportation, religious
services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning,
entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.
§ Respond to special requests from guests/residents with unique needs.
§ Gather, summarize, and utilize information about the property and the surrounding area amenities, including special
events and activities.
General Concierge - Club Level
§ Monitor club lounge for seating availability, service, safety, and well-being of guests.
§ Complete opening duties, including setting up necessary supplies and tools, and ensuring work area is clean and
everything is in working order.
§ Clean and reset tables after guests depart.
§ Bus and wipe down tables in club lounge.
§ Check in with guests to ensure satisfaction with food or beverages.
§ Customer Service Orientation
§ Team Work
§ Diversity Relations
§ Interpersonal Skills
§ English Language Proficiency
§ Telephone Etiquette Skills
§ Applied Reading
§ Positive Demeanor
§ Time Management
Education High school diploma/G.E.D. equivalent
Related Work Experience No related work experience is required
Supervisory Experience No supervisory experience is required