Concierge

POSITION PURPOSE\:
To act as an ambassador of the Hotel by providing special assistance and information about local area attractions to customers and patrons, offering a wide selection of alternatives for guest satisfaction.

ESSENTIAL FUNCTIONS\:

• Greet customers immediately with a friendly and sincere welcome. Use a clear, understandable speaking voice, exercise judgement, respond to inquiries with accurate information regarding hours of outlet operation, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc. according to individual needs.
• Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as insufficient heating or air conditioning, etc. Remain calm and alert, especially during emergency situations and heavy Hotel activity. Plan and implement detailed steps by using experienced judgement and discretion.
• Respond to guest requests for special arrangements or services (to include but not limited to recommendations for local attractions, submission and receipt confirmation of faxes, use of the photocopier to make copies of items as required, transportation, reservations, dry cleaning, etc.) 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.
• Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem.
• Monitor club lounge for seating availability, service, safety, cleanliness and well-being of guests.
• Answer guest questions regarding area or hotel, outlet information and services.
• Effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Represent the hotel with professionalism and decorum.
• Follow all Marcus Hotels and Resorts policies and procedures, Marriott Standards, and Information Protection procedures.
• Attend all scheduled mandatory Guest Services Department meetings, trainings and hotel meetings.
• Perform all other related duties and special projects as requested and/or assigned.

POSITION REQUIREMENTS\:

• High school diploma required.
• Prior customer service experience required. Prior Front Desk or other prior hospitality experience preferred.
• Must be able to work a varied schedule to include days, evenings, holidays and weekends.
• Must be willing to smile.
• Attention to detail.

• Ability to effectively deal with guest concerns in a friendly and positive manner. This involves listening to the nature of concern, demonstrating empathy with the customer and providing positive and proactive solutions.
• Excellent interpersonal, listening and communication skills to include the ability to read, write, speak, and understand the English Language.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information to resolve conflicts.
• Basic mathematical and calculator skills to prepare mathematical calculations without error, e.g., purchasing tickets for guests.
• Ability to stand and move throughout continuously to perform essential job functions.
• Hearing and visual ability to observe and detect signs of emergency situations.
• Must be able to represent the company in a professional, well-groomed and courteous manner.
• Must be able to lift, push, pull and or carry up to 30 lbs.

Equal Opportunity Employer