Concierge - Reserve

J W Marriott•Las Vegas, NV

3d•Onsite

About The Position

The Concierge is a key member of the Front Office team and serves as a dedicated host for our guests throughout their stay. This role is responsible for providing personalized service, anticipating needs, resolving concerns, and ensuring every guest feels genuinely welcomed and cared for. The Guest Relations Ambassador maintains an active presence in the lobby, supports VIP arrivals, and upholds the service standards of the JW Marriott luxury brand.

Requirements

Must be literate and able to communicate in English.
Must possess a high school diploma or GED. Minimum two years college education preferred.
Must have a minimum of one years experience in a service-oriented job.
Must possess basic computer skills to include Word, Excel, Internet and e-mail.
Must be knowledgeable of surrounding area in order to recommend activities
Excellent customer service skills and telephone etiquette.

Responsibilities

Greet guests upon arrival and create a warm, polished, and memorable first impression.
Assist with check-in, check-out, room changes, and account inquiries.
Supply guests with clear and accurate directions and information regarding property amenities, services, dining hours, spa offerings, casino features, and local attractions.
Respond promptly and professionally to guest questions, concerns, and complaints, ensuring complete resolution and guest satisfaction.
Handle special requests, unique guest needs, and personalized service moments—especially for VIP, Elite, and returning guests.
Arrange on-property services such as transportation, dining reservations, spa appointments, and other hotel-related offerings.
Coordinate off-property experiences, including Las Vegas shows, entertainment events, guided tours, and local attractions.
Contact and coordinate with appropriate departments (Bell Services, Front Desk, Housekeeping, Engineering, Security/Loss Prevention, Spa, Food & Beverage, etc.) to resolve guest requests or issues.
Follow up with guests to confirm services were delivered to satisfaction and document outcomes.
Receive, record, and relay messages accurately, completely, and legibly.
Keep detailed and accurate notes of guest interactions, preferences, requests, service recoveries, and concerns in the daily D-Comm.
Maintain a strong presence in the lobby to greet guests, offer assistance, and elevate the overall arrival and departure experience.
Manage the daily setup and presentation of the Lobby Elixir cart, ensuring quality, cleanliness, and guest engagement.
Communicate VIP arrivals to appropriate leaders and departments and ensure timely delivery of VIP amenities.
Keep accurate inventory of all Front Office VIP amenities, including tracking usage, stock levels, and replenishment needs.
Maintain organized storage, ensure accurate counts, and communicate low inventory to leadership in a timely manner.
Ensure VIP amenities are packaged, labeled, delivered, and presented according to JW Marriott brand and property standards.
Receive, scan, log, and charge for incoming guest packages in accordance with hotel procedures.
Maintain the Business Center by ensuring it is clean, organized, and fully stocked with required supplies at all times.
Monitor for any equipment issues or guest reported concerns, including printer, computer, or connectivity problems. Report issues to the IT department promptly and follow up to ensure timely resolution and completion.
Manage all resort recreational items such as volleyballs, board games, and resort bicycles, ensuring they remain clean, well-maintained, and easily accessible for guest enjoyment.
Manage the partnership with Yellow Scooter Rentals, ensuring an adequate number of scooters are available, properly charged, and ready for guest use.
Verify all required paperwork, rental logs, and payment documentation for Yellow Scooter Rentals are completed accurately and submitted in a timely manner.