Concierge

Marriott•Bal Harbour, FL

About The Position

The Concierge responds to guest requests for special arrangements and services, such as transportation, reservations, and dry cleaning, by making arrangements or identifying appropriate providers. The role addresses guests’ special requests and unique needs, follows up to ensure satisfaction, and provides information about the property, nearby amenities, special events, and activities. The Concierge answers, records, and processes guest calls, messages, requests, questions, and concerns, contacting the appropriate person or department to resolve issues. The position also reviews shift logs and daily memo books, records pertinent information in logbooks, and monitors the club lounge for seating availability, service, safety, and guest well-being. The role requires reporting accidents, injuries, and unsafe work conditions to a manager and completing required safety training and certifications. The Concierge follows company policies and procedures, maintains a clean and professional appearance, protects confidential information and company assets, welcomes and acknowledges guests, anticipates and addresses service needs, assists individuals with disabilities, and expresses appreciation to guests. The position also involves communicating professionally, preparing and reviewing written documents accurately, answering telephones with appropriate etiquette, maintaining positive working relationships, supporting team goals, responding to employee concerns, and meeting quality assurance standards. Other reasonable duties may be assigned by supervisors. The role is part of The Ritz-Carlton and Marriott International, where associates are expected to deliver the brand’s Gold Standards and contribute to a culture of thoughtful, compassionate luxury hospitality.

Requirements

High school diploma or G.E.D. equivalent.
No related work experience required.
No supervisory experience required.
No license or certification required.
Ability to stand, sit, or walk for an extended period or an entire work shift.
Ability to move, lift, carry, push, pull, and place objects weighing up to 10 pounds without assistance.

Responsibilities

Arrange or identify providers for guest-requested services such as transportation, reservations, and dry cleaning.
Respond to guests with special requests or unique needs and follow up to ensure their satisfaction.
Provide guests with information about the property, surrounding amenities, special events, and activities.
Answer, record, and process guest calls, messages, requests, questions, and concerns.
Contact the appropriate individual or department to resolve guest requests or problems.
Review shift logs and daily memo books and document pertinent information in logbooks.
Monitor club lounge seating availability, service, safety, and guest well-being.
Report accidents, injuries, and unsafe work conditions to a manager and complete safety training and certifications.
Follow company policies and procedures; maintain a clean, professional appearance; protect confidential information and company assets.
Welcome and acknowledge guests, anticipate and address their service needs, assist individuals with disabilities, and thank guests.
Communicate clearly and professionally, prepare and review written documents accurately, and answer telephones using appropriate etiquette.
Develop positive working relationships, support team goals, and listen and respond appropriately to employee concerns.
Comply with quality assurance expectations and standards.
Perform other reasonable job duties as requested by supervisors.