Member Experience Concierge

Marriott • Vail, CO

11h

About The Position

Assist members and guests throughout the pre-arrival, arrival and check-in, activities and experiences, problem resolution, and departure and check-out processes. Conduct pre-arrival and pre-departure calls; arrange groceries, amenities, and other arrival requests; and record member preferences and traces in computer systems. Perform Front Office duties, including check-in and check-out, preparing arrival packets and departure folios, completing audit checklists, distributing welcome packages, processing billing, and handling administrative tasks. Respond to requests for visitor information, special arrangements, activities, and services by making arrangements or identifying suitable providers. Address special requests and follow up to promote satisfaction. Provide information about property and local amenities, events, and activities; answer and process calls, messages, requests, questions, and concerns; and contact relevant departments to resolve issues. Assist with reservation services, Bell/valet services for owners requesting vehicles, and Lobby Ambassador tasks. Review shift logs and daily memo books, and record relevant information in computer systems and logbooks.

Report incidents, accidents, injuries, and unsafe working conditions to a manager, and complete required safety training and certifications. Follow company policies and procedures; maintain a clean, professional appearance; protect confidential information and company assets; and deliver welcoming, attentive service consistent with company standards. Communicate clearly and professionally, prepare written documents accurately, use appropriate telephone etiquette, build positive working relationships, support team goals, and respond appropriately to colleagues’ concerns. Meet quality assurance expectations. The role requires standing, sitting, or walking for extended periods or an entire shift, and moving objects weighing up to 10 pounds without assistance. Perform other reasonable duties as requested.

The Ritz-Carlton describes its service standards as its “Gold Standards,” including its Employee Promise, Credo, and Service Values. Marriott International states that it is an equal opportunity employer and offers benefits that may vary by employment status, position, and location.

Requirements

• High school diploma or G.E.D. equivalent (preferred qualification).
• At least 1 year of related work experience (preferred qualification).
• 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.
• No supervisory experience is required.
• No license or certification is required.

Nice To Haves

• High school diploma or G.E.D. equivalent.
• At least 1 year of related work experience.

Responsibilities

• Assist members and guests with pre-arrival, arrival and check-in, activities and experiences, problem resolution, and departure and check-out.
• Conduct pre-arrival and pre-departure calls and arrange groceries, amenities, and other arrival requests.
• Review and record member preferences and traces in computer systems.
• Perform Front Office duties, including check-in/check-out, preparing arrival packets and departure folios, completing audit checklists, distributing welcome packages, processing billing, and administrative work.
• Respond to requests for visitor information, special arrangements, activities, and services by making arrangements or identifying appropriate providers.
• Handle special requests and follow up to promote member and guest satisfaction.
• Provide information about the property, surrounding area amenities, special events, and activities.
• Answer, record, and process calls, messages, requests, questions, and concerns; contact appropriate departments or individuals to resolve issues.
• Understand and assist with reservation services.
• Assist with Bell/valet services for owners requesting their vehicles and perform Lobby Ambassador tasks.
• Review shift logs and daily memo books and document pertinent information in computer systems and logbooks.
• Report incidents, accidents, injuries, and unsafe work conditions to a manager, and complete safety training and certifications.
• Follow company policies and procedures, maintain a clean and professional appearance, protect confidential information and company assets, and meet quality assurance expectations.
• Welcome and acknowledge members and guests, anticipate and address service needs, assist individuals with disabilities, and express genuine appreciation.
• 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.
• Perform other reasonable job duties as requested.

Benefits

• Marriott states it offers a wide range of benefits designed to support associates and their families, wellbeing, career development, and new experiences; eligibility and options vary by employment status, position, and location.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED