Concierge Supervisor

Job description

As one of the Ladies and Gentlemen of The Ritz-Carlton, you are the most important asset in our service commitment to our guests. By joining us as a concierge supervisor, we not only meet, but also exceed, our guests’ expectations - you embody the legendary service that makes us a leading luxury brand. A career at The Ritz-Carlton is filled with honesty, respect and the opportunity to grow your career.  

Please note that this role requires Full-Time working rights in Australia to be considered.

POSITION SUMMARY

·  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.
·  Supports internal bell team and coordination to ensure guest requests are met in a timely order.
·  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.

 

About You:

·  Relevant experience in a managerial/supervisory role within the luxury sector
·  Knowledge of Melbourne City and the greater region is a must including restaurants, attractions, activities etc. 
·  Full Time Working rights in Australia is required
·  Enthusiastic to escalate your career 
·  Strong proactive communication to guests as well as external business partners to develop and maintain relationships
·  Self-motivated, driven and energized in a fast-paced environment  
·  Armed with smart solutions and a can-do attitude  

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.

Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.