Head Concierge
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Key skills for this role
About the Role
Marriott International seeks a Head Concierge to supervise concierge operations, ensure exceptional guest service, and lead the concierge team. The role involves managing guest requests, coordinating with local businesses, and maintaining high service standards.
Key Skills for This Role
Responsibilities
- Supervise day to day concierge operations
- Develop and maintain relationships with local businesses and attractions
- Provide recommendations and arrange services for guests
- Ensure VIP and repeat guests receive appropriate service
- Respond to emergency situations using appropriate procedures
Requirements
- Experience in concierge or front office supervision
- Strong leadership and interpersonal skills
- Knowledge of hotel services and local attractions
Full Job Posting
Job Summary
- Responsible for the supervision of 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.
- Responsible for developing and maintaining the acknowledgment and service of all guests visiting the location.
- Ensures all departments are aware of all guests needs and information prior to arrival that will lead to a unique, memorable and personal stay.
Core Work Activities
- Supervises day to day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
- Assists in development of specific goals and plans to prioritize, organize, and accomplish work.
- Keeps concierge team 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.
- Establishes 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.
- Confirms repeat and VIP guests are receiving appropriate service and verifies their requests are carried out.
- Responds to emergency situations using appropriate procedures.
Supervising Concierge Team
- Supervises all activities of concierge team.
- Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Takes part in building mutual trust, respect, and cooperation among team members.
- Serving as a role model to demonstrate appropriate behaviors.
- Supervises employees and all day to day operations.
- Understands employee duties well enough to perform them in employees' absence.
- Maintains open, collaborative relationships with employees and encourages employees do the same within the team.
- Verifies concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.
- Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
- Verifies that regular on going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
Ensuring Exceptional Customer Service
- Promotes an atmosphere where concierge team provides services that are above and beyond for customer satisfaction and retention.
- Improves service by communicating and 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.
- Empowers employees to provide excellent customer service.
- Observes service behaviors of employees and provides feedback to individuals.
- Interacts with guests to obtain feedback on quality of product, service levels and overall satisfaction.
- Verifies employees understand customer service expectations and parameters.
Supporting Human Resource Activities
- Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
- Solicits employee feedback, utilizes an open door policy and reviews employee satisfaction results to identify and address employee problems or concerns.
- Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
- Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
- Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
- Participates in employee progressive discipline procedures.
Additional Responsibilities
- Provides information to supervisors, co workers, and subordinates 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, the peers and the subordinates 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.
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