Concierge-Chief

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.

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.

•
Interacts with guests to obtain feedback on product quality and service
levels.

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 and continually communicates a clear
and consistent message regarding the front of house goals to produce desired
results.

JW
万豪酒店是万豪国际集团旗下的奢华酒店品牌，在全球各大城市和度假胜地拥有 100
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Marriott（与品牌同名）的卓越品质。欢迎加入我们，成为 JW
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