Assistant Concierge Manager Job at Marriott Bonvoy (Putrajaya)

Job Description

Responsible for supporting all aspects of Concierge functions in accordance with hotel standards. Maintains a concierge service and management philosophy that serves as a guide to respective staff. Assists in developing and maintaining the acknowledgment and service of all guests visiting the location. Supports management to ensure all departments are aware of all guests' needs and information prior to arrival that will lead to a unique, memorable and personal stay.

Job Responsibility

Coordinate day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis
Develop specific goals and plans to prioritize, organize, and accomplish work
Support concierge team to keep them focused on the critical components of operations to drive guest satisfaction and the desired financial results
Understand the impact of department's operations on the overall property financial goals and objectives and manage to achieve or exceed goals
Support the establishment of an effective database to be used by all team members for restaurant and local attractions
Establish relationships with local attractions, restaurants and other businesses to enhance guests' experiences
Provide recommendations and arrange services for guests as requested
Maintain awareness of cultural differences needed to meet guest's specific needs and requirements
Provide check-in and check-out services and handle reservations when needed
Maintain knowledge of rooms and their locations, services and facilities of the hotel
Ensure repeat and VIP guests are receiving appropriate service and ensure their requests are carried out
Respond to emergency situations using appropriate procedures
Maintain awareness of daily operations and events at the hotel
Maintain knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
Provide warm welcome and anticipation of guest needs throughout their stay
Encourage and build mutual trust, respect, and cooperation among team members
Serve as a role model to demonstrate appropriate behaviors
Establish and maintain open, collaborative relationships with employees and ensure employees do the same within the team
Ensure concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction
Assist in ensuring the concierge team provides services that are above and beyond for customer satisfaction and retention
Improve service by assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
Respond to and handle guest problems and complaints
Set a positive example for guest relations
Interact with customers to obtain feedback on quality of product, service levels and overall satisfaction
Support employees understanding of customer service expectations and parameters
Interact with guests to obtain feedback on product quality and service levels
Provide information to supervisors and co-workers by telephone, in written form, e-mail, or in person
Analyze information and evaluate results to choose the best solution and solve problems
Inform and/or update the executives and the peers on relevant information in a timely manner
Participate in departmental meetings and continually communicate a clear and consistent message regarding the front of house goals to produce desired results

Requirements

High school diploma or GED
2 years experience in the guest services, front desk, or related professional area. OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major
no prior work experience required

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Assistant Concierge Manager

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