Concierge-W Insider

Marriott•Austin, TX

10h

About The Position

As the W Insider Concierge, you are the face of the city’s hottest happenings — the in-the-moment connector who turns “Where should I go?” into “That was the best night of my life.” Stationed at the Whatever/Whenever Desk, you handle real-time guest needs, from booking last-minute tables at the most exclusive restaurants to securing VIP event access and arranging seamless transportation. You thrive on the energy of direct guest interaction, creating stories guests will retell long after they’ve checked out.

Requirements

High school diploma or GED and 2 years’ experience in guest services, front desk, or related professional area, OR a degree from an accredited university; no work experience required.
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 20 pounds without assistance.

Responsibilities

Engage actively with guests to build rapport and deliver thoughtful, elevated, and meaningful guest interactions.
Greet and assist guests in the lobby as needed, offering directions, insights, and support.
Respond to inquiries about property amenities, attractions, and events.
Maintain a curated database of local vendors, contacts, and partners.
Stay ahead of city events, seasonal activities, and new openings to be able to provide customized recommendations to guests.
Share maps, brochures, and custom recommendations.
Manage vendor relationships to secure exclusive guest access.
Liaise with external providers to confirm bookings and arrangements.
Verify special requests are delivered exactly as promised when working with external providers.
Log guest requests, feedback, and special notes for seamless team handovers.
Follow up during the stay to confirm satisfaction and address evolving needs.
Support with pre-arrival, amenity planning as needed.
Keep a bold, stylish presence at the desk that reflects the brand vibe.
Deliver “Whatever/Whenever” service with confidence and flair.
Protect guest privacy and handle information with discretion.