Residences Concierge Lead

Marriott•Truckee, CA

About The Position

The Residences Concierge Lead contacts guests before arrival to offer concierge services and itinerary planning, coordinates requested arrangements and services, and follows up on special requests to promote guest satisfaction. The role handles guest check-in, check-out, and club orientation; prepares arrival packets; shares information about the property, nearby amenities, events, and activities; and records and responds to calls, messages, questions, requests, and concerns. The Concierge Lead coordinates with other departments to resolve issues and maintains shift logs and daily memo books. The role also follows cash-handling procedures for change and payments. As a departmental role model or mentor, the role trains team members and promotes compliance with company standards, policies, and external regulations. It requires professional communication, guest service, teamwork, confidentiality, and adherence to quality-assurance and safety standards. The position involves standing, sitting, or walking for extended periods or an entire shift, and moving, lifting, carrying, pushing, pulling, and placing objects weighing up to 10 pounds without assistance. Other reasonable duties may be requested by supervisors. The position supports The Ritz-Carlton’s luxury guest-service standards and its Gold Standards, including the Employee Promise, Credo, and Service Values. Marriott International states that it is an equal opportunity employer and does not discriminate on protected bases.

Requirements

High school diploma or G.E.D. equivalent is listed as a preferred qualification.
No related work experience is required.
No supervisory experience is required.
No license or certification is 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

Contact guests before arrival to offer concierge services and itinerary creation.
Arrange or identify providers for requested services, including transportation, reservations, dry cleaning, and groceries.
Respond to special requests and follow up to promote guest satisfaction.
Process check-in, check-out, and club orientation; prepare arrival packets.
Provide information about the property, surrounding-area amenities, special events, and activities.
Answer, record, and process calls, messages, requests, questions, and concerns.
Contact the appropriate individual or department as needed to resolve requests or problems.
Maintain and review shift logs and daily memo books, documenting pertinent information.
Follow cash-handling procedures when making change and accepting or processing payments.
Serve as a departmental role model or mentor and train team members.
Promote team members’ compliance with company standards and policies and external regulations.
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 personal appearance; protect confidential information and company assets.
Welcome and acknowledge guests, anticipate and address service needs, assist individuals with disabilities, and express appreciation.
Communicate 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.