JW Marriott Concierge Lounge Attendant

AHC Hospitality•Grand Rapids, MI

About The Position

The Concierge Lounge Attendant provides high-level service to guests at the JW Marriott Grand Rapids Concierge Lounge. The role hosts and serves food and beverages during morning and nightly service, handles guest requests, and works to deliver warm, personalized hospitality. The attendant should have a teamwork-oriented attitude, strong attention to detail, and knowledge of proper food handling practices. The position includes food and alcohol sales and requires weekend availability. The attendant uses the Oracle Point of Sale system, supports lounge operations, and maintains knowledge of hotel facilities, local Grand Rapids offerings, and guest services. The role also includes daily associate training, adherence to grooming and safety standards, and participation in hotel communication, rehearsal, and service-culture activities. High school diploma or equivalent and related experience are preferred. The position is full-time and eligible for benefits.

Requirements

Availability to work weekends, including Saturdays and Sundays.
Ability to stand for 8 hours.
Proficient verbal and written communication skills.
Proficiency using Microsoft Office Suite.
Ability to perform the essential duties satisfactorily.
High school diploma or equivalent preferred.
Related experience preferred.
Ability to stand, walk, and run; remain on one's feet for up to 8 hours per day; occasionally sit, stoop, kneel, crouch, or crawl; and occasionally lift or move up to 50 pounds.

Nice To Haves

Knowledge of proper food handling guidelines.
High school diploma or equivalent.
Related experience.

Responsibilities

Host and serve food and beverage offerings during morning and nightly service.
Complete TIPS certification within 90 days.
Complete Great Food/Safe Food training and follow food safety procedures.
Use the Oracle Point of Sale system to ring in drinks and cash out guest checks.
Handle guest requests and resolve guest concerns at first contact.
Attend and participate in Opening Note and Symphony of Service, applying learnings from training sessions.
Maintain working knowledge of the Grand Rapids area and recommend local offerings.
Know hotel rooms, locations, services, and facilities.
Perform tasks on the AM and PM Concierge Lounge checklists.
Perform daily work with the Quality Assurance inspection and audit requirements in mind.
Welcome and engage guests, providing a warm welcome and fond farewell in the Concierge Lounge.
Accommodate guests’ cultural differences, needs, and requirements.
Train associates daily and develop their communication, hospitality, customer-care, and technical skills using prepared training materials.
Arrange car rental, airline and train tickets, office and beauty services, shopping, restaurant reservations, and other guest requests.
Understand Marriott Bonvoy membership levels, recognize elite status, and deliver the benefits associated with guests’ status.
Maintain personal appearance and comply with grooming standards, setting an example for others.
Assist with and maintain knowledge of AYS operations and systems.
Check the journal and Daily Game Plan and seek additional information as needed.
Attend Daily Rehearsal to learn about VIP arrivals, groups, service notes, and other important information.
Follow safety policies, report accidents immediately, support safety programs, use caution in slippery or congested areas, and provide safety instructions before operating equipment.
Read and understand the emergency red book binder to assist guests and coworkers during hotel emergencies.
Report suspicious behavior or behavior that makes associates or guests uncomfortable.
Split tips evenly each shift, excluding associates in training; gratuities are welcome, but a tip jar may not be placed in the lounge.