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Marriott Bonvoy Logo Marriott Bonvoy · Hospitality and Tourism

Chief Concierge

Indonesia, Bali · Job Posted March 19, 2026
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Job Description

Responsible for the management of all aspects of Concierge functions in accordance with hotel standards. Directs, implements and maintains a concierge service and management philosophy that serves as a guide to respective staff. Responsible for developing and maintaining the acknowledgment and service of all guests visiting the location. Ensures 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

  • Manages day-to-day operations, ensuring quality, standards and meeting customer expectations
  • Develops specific goals and plans to prioritize, organize, and accomplish work
  • Keeps concierge team focused on critical components of operations to drive guest satisfaction
  • Understands the impact of department’s operations on overall property financial goals
  • Establishes an effective database for restaurant and local attractions
  • Establishes relationships with local attractions, restaurants and other businesses
  • Provides recommendations and arranges services for guests
  • Maintains awareness of cultural differences
  • Provides check-in and check-out services and handles reservations
  • Maintains knowledge of rooms and hotel services
  • Ensures repeat and VIP guests receive appropriate service
  • Responds to emergency situations
  • Maintains awareness of daily operations and events
  • Maintains knowledge of daily house-count, arrivals/departures, VIPs, group activities
  • Complete and communicates employee schedules
  • Provides warm welcome and anticipation of guest needs
  • Inspects grooming and attire of staff
  • Supervises all activities of concierge team
  • Utilizes interpersonal and communication skills to lead, influence, and encourage others
  • Encourages and building mutual trust, respect, and cooperation
  • Serving as a role model
  • Supervises and manages employees
  • Establishes and maintains open, collaborative relationships with employees
  • Ensures concierge team effectively handles guest requests and adheres to hotel policies
  • Supervises staffing levels
  • Ensures regular on-going communication with employees
  • Ensures concierge team provides services above and beyond for customer satisfaction
  • Improves service by communicating and assisting individuals to understand guest needs
  • Responds to and handles guest problems and complaints
  • Sets a positive example for guest relations
  • Empowers employees to provide excellent customer service
  • Observes service behaviors of employees and provides feedback
  • Interacts with customers to obtain feedback on quality and service
  • Ensures employees understand customer service expectations
  • Supports the developmental needs of others
  • Solicits employee feedback
  • Brings issues concerning employee satisfaction to attention of department manager and HR
  • Assists in interviewing and hiring
  • Supports departmental orientation program
  • Participates in employee progressive discipline procedures
  • Provides information to supervisors, co-workers, and subordinates
  • Analyzes information and evaluating results to choose best solution
  • Informs and/or updates executives, peers and subordinates on relevant information
  • Participates in departmental meetings

Requirements

  • High school diploma or GED
  • 3 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
  • 1 year experience in the guest services, front desk, or related professional area
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