Night Concierge (temporary)

Job description

At The St. Regis Rome we are looking for a Night Concierge, temporary contract.

Reporting to the Front Office Manager and coordinated by the Head Concierge, the role will be part of the Front Office team, proud to engage our guests and to create exquisite moments.

POSITION SUMMARY

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. Review shift logs/daily memo books and document pertinent information in logbooks.

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. Perform other reasonable job duties as requested by Supervisors

 

  CRITICAL TASKS

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 environment.
·  Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
·  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.

Guest Relations

·  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.

Communication

·  Speak to guests and co-workers using clear, appropriate and professional language.
·  English and Italian language proficiency.
·  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.

Greet/Escort Guests

·  Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

Guest Services

·  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.

 

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

No related work experience is required

Supervisory Experience

No supervisory experience is required

 

Connect your passions with a rewarding opportunity

You’re a hospitality enthusiast. Join us and grow through opportunities to explore the business, opening yourself to various career options.

What we offer

·  Professional career progression at international level in 7300 Marriott hotels.
·  Discounts on hotel rooms, gift shop items, food and beverage across the company.
·  Learning and development opportunities online, on the job and in class.
·  Charity events, Wellbeing activities through the TakeCare program.
·  Experienced management & motivated and engaging colleagues
·  Canteen service and uniform

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.

Combining timeless glamour with a vanguard spirit, St. Regis Hotels & Resorts is committed to delivering exquisite experiences at more than 50 luxury hotels and resorts in the best addresses around the world. Beginning with the debut of The St. Regis hotel in New York by John Jacob Astor IV at the dawn of the twentieth century, the brand has remained committed to an uncompromising level of bespoke and anticipatory service for all of its guests, delivered flawlessly by a team of gracious hosts that combine classic sophistication and modern sensibility, as well as our signature Butler Service. We invite you to explore careers at St. Regis. In joining St. Regis, 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.