Lead Concierge

Marriott•Fernandina Beach, FL

4d•Onsite

About The Position

The Lead Concierge is responsible for responding to guest requests for special arrangements or services, such as transportation, reservations, and dry cleaning, by making arrangements or identifying appropriate providers. This role also involves responding to special requests from guests with unique needs and following up to ensure satisfaction. The Lead Concierge will supply guests with directions and information regarding property amenities, services, and hours of operation, as well as local areas of interest and activities. They will also contact the appropriate individual or department as necessary to resolve guest calls, requests, or problems. Additionally, the Lead Concierge will review shift logs and daily memo books, document pertinent information, and ensure that any outstanding requests from the previous day receive priority and are resolved. A key responsibility is to monitor the club lounge for seating availability, service, safety, and the well-being of guests. The Lead Concierge will serve as a departmental role model or mentor, ensuring employee compliance with company standards, policies, and external regulations. They will report accidents, injuries, and unsafe work conditions, and complete safety training and certifications. Following all company policies and procedures, maintaining a clean and professional appearance, and protecting company assets are also crucial. The role requires welcoming and acknowledging all guests according to company standards, anticipating and addressing guest service needs, assisting individuals with disabilities, and thanking guests with genuine appreciation. Communication skills are important, including speaking with others using clear and professional language and answering telephones using appropriate etiquette. Developing and maintaining positive working relationships, supporting the team, and listening and responding appropriately to employee concerns are expected. Compliance with quality assurance expectations and standards is also required. The role involves standing, sitting, or walking for extended periods and performing other reasonable job duties as requested by Supervisors.

Requirements

High school diploma or G.E.D. equivalent.
At least 1 year of related work experience.
No supervisory experience.

Nice To Haves

None

Responsibilities

Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.
Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem.
Review shift logs/daily memo books and document pertinent information in logbooks.
Ensure that any outstanding requests from the previous day receive priority and are resolved.
Monitor club lounge for seating availability, service, safety, and well-being of guests.
Serve as a departmental role model or mentor; ensure employee compliance with company standards and policies and external regulations.
Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
Speak with others using clear and professional language; answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees.
Comply with quality assurance expectations and standards.
Stand, sit, or walk for an extended period of time.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.