Experience Concierge

JW Marriott Savannah•Savannah, GA

9d•Onsite

About The Position

The Experience Concierge is a proactive, sales focused role designed to curate memorable personalized stays in alignment with the JW Marriott standards. The role will connect with guests prior to arrival to understand preferences, introduce the hotel’s unique offerings and coordinate tailored experiences. This position has a high sales component and is goaled on expected prestay revenue bookings and is incented quarterly at 2% of actualized revenues booked with the experience concierge during pre-arrival. The Experiential Concierge acts as a sales strategist, planner and host to ensure each guest’s journey is seamless, enriching and thoughtful.

Requirements

2 plus years of previous experience in hospitality, concierge services, and/or guest relations required.
Exceptional interpersonal and communication skills.
Strong Organizational Skills with the ability to manage multiple guest requests simultaneously.
Sales-minded with a passion for upselling through genuine, relationship-based service.
Comfort using a variety of computer systems including, but not limited to, Marriott Global Source, GXP, Opera and Open Table.

Responsibilities

Contact guests prior to arrival to welcome them, gather preferences, and uncover opportunities to personalize their stay.
Present hotel amenities, premium experiences and exclusive offerings to drive advanced bookings.
Actively upsell and cross sell spa services, dining experiences, room enhancements and amenities.
Confirm for tracking purposes bookings in OpenTable, Opera, ResortPass and Spa systems.
Create customized itineraries aligned with guest interests, celebrations, and length of stay.
Communicate guest preferences and special requests to relevant departments to ensure seamless execution.
Explain Bonvoy program and sign interested guests up for the loyalty program.
Maintain a strong understanding of hotel revenue goals and actively contribute by converting guest interest into confirmed bookings.
Provide itineraries of booked services to welcome desk for arrival.
Use Zingle to text the guest during the mid-stay point of their stay to check on their enjoyment and offer further assistance.
Serve as a warm, knowledgeable host upon arrival when possible, reinforcing pre-arrival connections and identify real time upsell opportunities.
Act as a trusted on-property resource, anticipating needs and resolving issues with professionalism and creativity.
Maintain detailed guest profiles with notes within GXP.
Share guest feedback and insights with leadership to continually enhance the guest experience.
Validate sales opportunities prior to guest engagement.
Execute action plans to target areas of need within the hotel.
Follow up on outstanding reservations to effectively close business.
Maximize revenue by selling all facets of the hotel.
Track monthly production towards quarterly sales goals set forth by management using required documentation.
Submit sales activity to Director of Rooms at the close of each month to track achievement to goal. Annualized goal of $500K in confirmed bookings
Other duties as assigned.