Head Concierge - The Cape Town Edition Hotel (Pre-opening) at Marriott International

POSITION SUMMARY

• Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
• Supply guests with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities. Contact appropriate individual or department (e.g., Bellperson, Housekeeping) as necessary to resolve guest call, request, or problem. Review shift logs/daily memo books and document pertinent information in logbooks. Ensure that any outstanding requests from the previous day receive priority and are resolved.
• Monitor club lounge for seating availability, service, safety, and well-being of guests. 
• Serve as a departmental role model or mentor; ensure employee compliance with company standards and policies and external regulations. Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
• Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; assist individuals with disabilities; thank guests with genuine appreciation.
• Speak with others using clear and professional language; answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others; support team to reach common goals; 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. 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 by Supervisors.

CRITICAL TASKS

Safety and Security

• Complete appropriate safety training and certifications to perform work tasks.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Policies and Procedures

• Follow company and department policies and procedures.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Guest Relations

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Talk with and listen to other employees to effectively exchange information.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Exchange information with other employees using electronic devices (e.g., cell/mobile phones, earpieces, pagers and two-way radios, email).

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Physical Tasks

• 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.

Greet/Escort Guests

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities.

General Concierge - Club Level

• Monitor club lounge for seating availability, service, safety, and well-being of guests.
• Complete opening duties, including setting up necessary supplies and tools, and ensuring work area is clean and everything is in working order.
• Clean and reset tables after guests depart.
• Bus and wipe down tables in club lounge.
• Check in with guests to ensure satisfaction with food or beverages.

CRITICAL COMPETENCIES

Interpersonal Skills

• Customer Service Orientation
• Team Work
• Diversity Relations
• Interpersonal Skills

Communications

• Communication
• English Language Proficiency
• Listening
• Telephone Etiquette Skills
• Applied Reading

Personal Attributes

• Positive Demeanor
• Presentation
• Integrity
• Dependability
• Adaptability/Flexibility

Organization

• Multi-Tasking
• Time Management

Communications

• English Language Proficiency

PREFERRED QUALIFICATIONS

Education

• Grade 12/Matric

Related Work Experience

• At least 2 years of related work experience

Supervisory Experience

• No supervisory experience is required