Concierge

Marriott•San Francisco, CA

20d

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, follows up to ensure their satisfaction, and provides information about the property, surrounding amenities, special events, and activities. The Concierge answers, records, and processes guest calls, messages, requests, questions, and concerns, contacting the appropriate person or department as needed to resolve issues. The role 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 position includes reporting accidents, injuries, and unsafe work conditions; completing safety training and certifications; following company policies and procedures; maintaining a clean, professional appearance and confidentiality; and protecting company assets. The Concierge welcomes and acknowledges guests, anticipates and addresses service needs, assists individuals with disabilities, and expresses appreciation to guests. The role requires clear, professional communication, accurate written documents, appropriate telephone etiquette, positive working relationships, teamwork, responsiveness to employee concerns, and compliance with quality assurance expectations and standards. Other reasonable duties may be assigned by supervisors. St. Regis Hotels & Resorts describes its service as bespoke and anticipatory, delivered by gracious hosts with classic sophistication and modern sensibility, including signature Butler Service. St. Regis is part of Marriott International, which states its commitment to equal opportunity and a welcoming, non-discriminatory workplace.

Requirements

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

Nice To Haves

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

Responsibilities

Arrange or identify providers for guest requests such as transportation, reservations, and dry cleaning.
Respond to special requests from guests with unique needs and follow up to confirm satisfaction.
Provide guests with information about the property, nearby 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 the club lounge for seating availability, service, safety, and guest well-being.
Report accidents, injuries, and unsafe work conditions to a manager.
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 according to company standards, 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.