Head Concierge - Franchised

Job description

Additional Information: This hotel is owned and operated by an independent franchisee, Archer Hotel Management Limited. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

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 prioritise, organise, 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 behaviours.
• 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.
• Analyses 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.

 

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

 

This company is an equal opportunity employer.

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