Concierge

Mountain Standard Group LLC • Jackson, WY

7h

About The Position

As a Concierge, you are responsible for participating in all aspects of the Concierge and Front Office operations and providing excellent customer service. You must maintain high standards in all aspects of internal and external service and embrace the Marriott Brand service culture. You will work with the Front Office and Guest Experience teams. You must ensure you maximize the guest experience by achieving all Marriott & AAA service standards, maintaining consistent quality of service, exceeding expectations and efficiently completing departmental objectives.

Requirements

• Minimum of one-year concierge experience preferred
• Strong background of customer service experience
• Possess excellent computer, verbal and written communication skills
• Proven track record resolving guest problems and expediting solutions
• Understand daily hotel operations and systems
• Must read, write and speak the English language effectively
• Flexible schedule during high business volume including weekends, evenings, and holidays
• Possess complex math skills
• Ability to 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
• Ability to work independently, with little to no supervision, use time efficiently and multi-task

Responsibilities

• Prioritize and accurately complete essential functions, including but not limited to: internal & external reservations, billing, cash and credit card transactions, operating the switchboard, coordinate delivery of guest requests, deliver safe deposit boxes, and guest follow-up
• Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and activity rate. Makes appropriate selection of activities based on guest needs. Codes electronic keys. Promotes and administers Hotel Marketing programs, for arriving guests. Ensures guest knows itinerary upon confirmation of booking of activities. Provides itinerary, third party waiver, and welcome note at time of arrival
• Ensure all Brand and service standards are met and adhered to. Remain calm and alert, and resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the LEARN model
• Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.
• Ensure completion of all assigned checklists and shift reports accurately
• Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested
• Monitor guest accounts. Properly accounts for services provided by the hotel
• Accurately reports tips daily at end of shift
• Be educated and familiar with local and area recreational, dining, and cultural activities and attractions. Provide recommendations and offer services to book activities for guests to guests
• Be aligned with the culture, values, goals and human resource programs of the Marriott Brand
• Maintain a professional appearance and attitude at all times. Follow the dress code and uniform standards. Demonstrate positive body language and posture
• Be proficient using Property Management Systems (OPERA) and other pertinent software as assigned (MGS & GXP)
• Stock, maintain, clean, and complete transactions at Lobby Market retail shop
• Follow all best practices, policies and procedures for concierge team
• Maintain a clean, neat and organized workstation and lobby area
• Follow safety and emergency guidelines, policies and procedures
• Complete miscellaneous tasks as assigned, assist in other departments when needed

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed