JW Marriott Concierge Lounge Attendant

AHC Hospitality•Grand Rapids, MI

About The Position

The JW Marriott Concierge Lounge Attendant provides a high level of service to guests, hosting and serving food and beverages during morning and evening service and addressing guest requests. The role includes using the Oracle Point of Sale system, sharing information about the hotel and the Grand Rapids area, and arranging services such as transportation, tickets, office and beauty services, shopping, and restaurant reservations. The attendant welcomes and engages guests, recognizes Marriott Bonvoy members and their status, and helps ensure the lounge meets quality and service standards. The position also includes completing daily lounge checklists, attending briefings and training sessions, and supporting the development of associates. The attendant must follow grooming and safety standards, understand emergency procedures, and report accidents or suspicious behavior. This is a full-time role requiring availability on Saturdays and Sundays.

Requirements

Must be able to stand for 8 hours.
Proficient verbal and written communication skills.
Proficiency using the Microsoft Office Suite.
Must be able to perform the essential duties satisfactorily.
Must be available to work Saturdays and Sundays.
Must be able to stand, walk, and run regularly and be on their feet up to 8 hours per day.
Must occasionally sit, stoop, kneel, crouch, or crawl.
Must occasionally lift and/or move up to 50 pounds.

Nice To Haves

Knowledge of proper food handling guidelines.
High school diploma or equivalent.
Related experience.

Responsibilities

Host and serve food and beverage offerings to guests during morning and nightly service.
Complete TIPS Certification within 90 days.
Complete Great Food/Safe Food training and follow food safety procedures.
Use the Oracle Point of Sale system to ring in drinks and cash out guest checks.
Handle guest requests and resolve guest concerns at first contact.
Attend and participate in Opening Note and Symphony of Service, and apply learning from training sessions.
Maintain working knowledge of the Grand Rapids area and recommend local offerings.
Know hotel room locations, services, and facilities.
Perform all tasks on the AM and PM Concierge Lounge checklists.
Follow quality assurance standards and perform duties with the audit requirements in mind.
Welcome and engage guests, providing a warm greeting and fond farewell.
Take cultural differences into account when meeting guests' needs and requirements.
Train associates and support development of their communication, hospitality, customer care, and technical skills using prepared training materials.
Offer and arrange car rentals, airline and train tickets, office services, beauty services, shopping, restaurant reservations, and other guest requests.
Maintain knowledge of the Marriott Bonvoy Program, recognize elite status, and provide benefits promised to members.
Maintain a professional appearance and comply with grooming standards.
Assist with and maintain knowledge of AYS operations and systems.
Review the journal and Daily Game Plan and seek additional information as needed.
Attend Daily Rehearsal to learn about VIP arrivals, groups, service notes, and other important information.
Follow safety policies, report accidents immediately, support safety programs, and use caution in slippery or congested areas.
Provide proper safety instructions before operating equipment.
Read and understand the emergency red book binder to assist guests and coworkers during hotel emergencies.
Report suspicious behavior or behavior that makes associates or guests uncomfortable.