Job Description

The following Core Responsibilities represent the primary duties and key priorities of this position. They are grouped into two categories: Job Functions and Professionalism and Style Expectations. A Physical Requirements section follows, outlining expectations applicable to all positions. Each responsibility is assigned a weight indicating the percentage of the job it represents. For performance evaluations, the Core Responsibilities account for 90% of the overall score, while the Professionalism and Style Expectations make up the remaining 10%. Availability including nights, weekends, holidays, and varying shifts is required. Job Function Guest Services and Concierge Operations Provide exceptional guest service by assisting guests with information, recommendations, and personalized service requests. Serve as a knowledgeable resource regarding hotel services, amenities, local attractions, dining, transportation, and entertainment options. Assist guests with arranging transportation, reservations, directions, and special accommodations. Respond promptly and professionally to guest inquiries, requests, and concerns. Coordinate with front desk, housekeeping, engineering, food and beverage, and other departments to ensure guest needs are met. Anticipate guest needs and proactively provide solutions to enhance the overall guest experience. Handle guest concerns and service recovery efforts professionally and efficiently. Maintain accurate records of guest requests, deliveries, and service-related communications. Ensure the concierge desk and surrounding guest areas are clean, organized, and professional in appearance. Stock, organize, and maintain the Marriott Bonvoy Lounge with food, beverages, supplies, and amenities to ensure a clean, welcoming, and fully operational guest experience. Monitor Bonvoy Lounge inventory levels and communicate shortages or replenishment needs to the appropriate supervisor. Ensure the Marriott Bonvoy Lounge remains clean, stocked, and in compliance with hotel presentation and service standards throughout the shift. Assist with opening and closing procedures for concierge operations and guest service areas. Respond promptly to supervisor and guest requests. Follow all hotel policies and procedures. Attend all required meetings and trainings. Assist with additional guest services or operational duties as assigned. Professionalism and Style Expectations Personal Effectiveness Complete tasks accurately, efficiently, and with attention to detail. Work effectively in a fast-paced, guest-focused environment. Take responsibility for maintaining service excellence and operational standards. Present a professional appearance and maintain grooming standards. Work collaboratively with guest services staff and other departments. Communication Communicate clearly and professionally with guests, team members, and management. Follow instructions and ask for clarification when necessary. Share relevant information regarding guest needs, requests, and operational updates. Handle guest concerns with professionalism, discretion, and courtesy. Treat co-workers, supervisors, and guests with respect at all times. Physical Requirements These are required of every associate: Ability to stand and move for extended periods of time. Ability to lift and carry a minimum of 25–50 pounds. Ability to push, pull, bend, stoop, and reach as needed. Ability to stock and organize supplies in guest service areas including the Marriott Bonvoy Lounge. Ability to operate computers, phones, and office equipment. Ability to perform repetitive tasks requiring manual dexterity. Ability to hear, write, and communicate effectively. Additional duties may be assigned as needed. Additional Responsibilities Specific to This Position Must possess strong guest service and hospitality skills. Must have knowledge of hotel operations, guest relations, and local area attractions. Ability to manage multiple guest requests while maintaining a high level of service. Strong problem-solving and service recovery skills are required. High school education or equivalent experience is required. Prior concierge, front desk, or hospitality experience is preferred. Ability to obtain any required certifications or training in a timely manner. CPR certification is preferred; first aid training is a plus. Additional language proficiency is preferred.

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