Concierge

Marriott•Orlando, FL

About The Position

The Concierge responds to guest requests for special arrangements and services, including transportation, reservations, and dry cleaning, by making arrangements or identifying appropriate providers. The role responds to guests with unique needs and follows up to ensure satisfaction, and provides information about the property, nearby amenities, special events, and activities. The Concierge handles guest calls, messages, requests, questions, and concerns, contacting the appropriate person or department when needed to resolve issues. The role reviews shift logs and daily memo books, records relevant information, and monitors the club lounge for seating availability, service, safety, and guests’ well-being. The position also requires reporting accidents, injuries, and unsafe work conditions; completing safety training and certifications; and complying with company policies, service standards, and quality assurance expectations. The Concierge is expected to maintain a clean and professional appearance, protect confidential information and company assets, welcome and assist guests, communicate professionally, prepare accurate written documents, and build positive relationships with colleagues. The role involves standing, sitting, or walking for extended periods or an entire shift and handling objects weighing up to 10 pounds without assistance. Other reasonable duties may be assigned by supervisors.

Requirements

High school diploma or G.E.D. equivalent is listed as a preferred qualification.
No related work experience is listed as a preferred qualification.
No supervisory experience is listed as a preferred qualification.
No license or certification is listed as a preferred qualification.

Nice To Haves

High school diploma or G.E.D. equivalent.

Responsibilities

Arrange or identify providers for guest-requested services such as transportation, reservations, and dry cleaning.
Respond to guests’ special requests and unique needs, and follow up to ensure satisfaction.
Provide guests with information about the property, surrounding amenities, events, and activities.
Answer, record, and process guest calls, messages, requests, questions, and concerns.
Contact appropriate individuals or departments to resolve guest requests or problems.
Review shift logs and daily memo books and document pertinent information in logbooks.
Monitor the club lounge for seating availability, service, safety, and guests’ well-being.
Report accidents, injuries, and unsafe work conditions, and complete safety training and certifications.
Follow company policies and procedures, maintain a clean and professional uniform and appearance, protect confidential information, and safeguard company assets.
Welcome and acknowledge guests, anticipate and address their service needs, assist individuals with disabilities, and express appreciation to 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.
Stand, sit, or walk for extended periods or an entire work shift, and move objects weighing up to 10 pounds without assistance.
Perform other reasonable job duties as requested by supervisors.