Residences Concierge/Loss Prevention

Marriott•North Miami Beach, FL

5d•Onsite

About The Position

This role involves responding to the needs of Residence owners and their guests, providing information, making arrangements for services, and monitoring security systems. The position also includes serving as an overnight Concierge and Loss Prevention representative, assisting the Concierge team with breaks, and handling special requests to ensure guest satisfaction. Key duties include managing calls and messages, coordinating with various departments to resolve issues, documenting incidents, and escorting unauthorized individuals from the property. The role also requires reporting incidents to management, completing safety training, adhering to company policies, and maintaining a professional appearance and demeanor. A significant part of the role is to provide exceptional guest service, anticipate needs, and build positive relationships with guests and colleagues. The position requires the ability to stand, sit, or walk for extended periods and handle objects weighing up to 10 pounds. Adherence to The Ritz-Carlton's service excellence standards is paramount.

Requirements

High school diploma or G.E.D. equivalent.
At least 1 year of related work experience.
No supervisory experience.
None

Responsibilities

Respond to Residence owners’ and their guests’ requests for visitor information, special arrangements, or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
Monitor Closed Circuit Televisions, perimeter alarm system, duress alarms, and fire life safety system.
Lock property entrances when required.
Serve as overnight Residences Concierge and Loss Prevention representative as needed.
Maintain coverage of Concierge area by assisting with the breaks of the Concierge team.
Respond to special requests from Residence owners and their guests with unique needs and follow up to promote satisfaction.
Answer, record, and process all calls, messages, requests, questions, or concerns.
Contact appropriate individual or department (e.g., Engineer, Bell person, Housekeeping) as necessary to resolve call, request, or problem.
Review and document all incidents in the logbooks and report to the next shift.
Escort any unwelcome persons from the property without interrupting the orderly flow of property operation.
Report to scenes of vehicle accidents/thefts.
Call for assistance using proper code responses.
Perform Lobby Ambassador tasks.
Report any incidents, accidents, injuries, and unsafe work conditions to Residences Manager/and or Director of Residences and complete safety training and certifications.
Follow all company policies and procedures, ensure uniform and personal appearances are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
Speak with others using clear and professional language, prepares and review written documents accurately and completely, and answers telephones using appropriate etiquette.
Develop and maintain positive working relationships with others, support team to reach common goals, and 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 or for an entire work shift.
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.
Adhere to the highest standards of The Ritz-Carlton service excellence.