Assistant Chief Concierge - Les Clefs d’Or Preferred

Job description

The St. Regis brand first established luxury hospitality more than 110 years ago, with the opening of the St. Regis New York. From the moment John Jacob Astor IV opened the doors of his Beaux-Arts masterpiece on New York's Fifth Avenue, St. Regis has stood as a symbol of uncompromising elegance and bespoke service. Today, with more than 40 of the best addresses around the world, St. Regis is a place where trends are born, boundaries are broken and guests can simply live exquisite. We invite you to explore careers at St. Regis.

Desired profile

Qualifications :

Job Summary

Guest relation:

· To be an ambassador of the hotel, in and outside the work place

· To be in the guest area to have contact with the guests and to socialize, playing a Public Relations role

· To provide a personal service to all the guests, fully aware and following the hotel standards and procedure

· To ensure that all guests receive a warm welcome and that they enjoy their stay / visit being offered the finest personal service.

· To personally greet and escort the guests rather than pointing out directions

· To ensure that the privacy of the guests and the confidentiality of the information is respected

· To ensure uncompromising levels of cleanliness and maintenance of the work place through own responsibility

· To manage any guest complaint in a professional manner, by owning it, resolving it to the guest's satisfaction and recording it

· To ensure that both the arrival and the departure lists are updated, transportation and airport services are scheduled and respected and all the set-ups are according to guest requests and needs

· To act as a representative of the Management when dealing with guest complaints or if a member of the Concierge team is facing difficulties that she / he cannot solve by her / his own

· To escalate to management for advice in serious cases or if an approval is required

· To be fully aware of and to report all guest comments or complaints

Communication:

· To ensure a proper use of the telephone etiquette as per St. Regis standard times

· To ensure appropriate stock level for the smooth run of the Concierge operations and to prepare requisitions accordingly

· To ensure that all in-house guests and / or visitors looking for assistance, personally, on the phone, fax or e-mail are immediately attended and their requests are well responded at any time

· To ensure that all the outsourced services contracted by the Concierge are of high quality and fully corresponding to the guests‘ and hotel's requirements and needs, as approved by the hotel management

· To ensure that all messages, correspondence, parcels, mail, luggage etc. are delivered as per hotel standards and procedures

· To ensure that the lobby is free of baggage, trolleys and obstructing objects all the time and these items are safely stored

· To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any malfunction

· To ensure and perform a proper use of all the equipment and hotel management system and to have a perfect knowledge of the set ups

· To assist in securing external guest accommodation should an overbooking occur

· To ensure that all team members provide correct and prompt information about the outlets and promote the internal activities and events

· To attend any inter-departmental meeting using this opportunity to encourage the interactivity with the Concierge team and to review the operational standards and procedures

· To share daily activity highlights with the Front Office Department, including internal and external guest opportunities

Programs / Systems / Reporting:

· To ensure the strict control of room keys and section keys as per hotel FOE

· To daily review and update the Concierge logbook and to sign it

· To ensure that Guest History records are accurately maintained and all recurring guests are pre-registered

· To ensure the SPG program is promoted and to build strong and long-term relationships with the guests

· To be updated with the competitor's offerings and rates

· To assist the Front Office Department in preparing forecasts and statistics

· To prepare and present daily / monthly activity and revenue reports, ensuring correct guest and service billing

· To daily implement and control the check lists

It is not the intent of this job description to cover all aspects of the position but to highlight the most important areas of responsibility.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.