Concierge Job at Marriott Bonvoy

Job Description

THE FIRST STANDALONE AUTOGRAPH COLLECTION BRANDED RESIDENCES, iconic locale. A new avant garde tailor-made ‘Chelsea boutique’ style of home Rooted in a legacy of exceptional hospitality, The Residences are designed with thoughtful, innovative amenities that elevate your lifestyle. Rich in character, these branded homes reflect the spirit of individual Owners and are equally as unique. Every carefully crafted residence is a true original and defies convention. Own your own gateway to the extraordinary, a home exactly like nothing else.

Job Responsibility

Supply Residence owners/guests with directions and information
Understand and assist with Residence owners’ reservation services (HRS)
Assist with scheduling of the elevator for move-in/out for Residence owners/tenants
Assists with Bell/valet services for Residence owners when requesting for their vehicles

Requirements

UK Driving License: A valid UK driving license is compulsory for this position
Security License: While not mandatory, having a security license is preferable and will be considered an advantage
Respond to and coordinate Residence owner, guest, and visitor requests for special arrangements or services by making arrangements with designated vendors or identifying appropriate providers according to departmental standards
Arrange transportation (e.g., taxi cab, shuttle bus) for Residence owners/guests/visitors, and record advance transportation request as needed
Maintain coverage of Concierge area by assisting with the breaks of the Concierge team
Respond to special requests from Residence owners/guests with unique needs
Contact appropriate individual or department (e.g., Bellperson, Housekeeping, Engineering, and Security/Loss Prevention) as necessary to resolve call, request, or problem
Gather, summarize, and utilize information about all third-party vendors who may assist in repairing the residence owners’ units
Monitor and maintain that all service agreements are signed by the Residence owners, work orders are in place and uploaded into system (e.g., Buildinglink) and proof of insurance is up to date and in the Residence owners’ files
Monitor and maintain the cleanliness of the lobby and work areas
Announce all visitors, contractors, decorators, realtors etc. to Residence owners before allowing them to go up and permit access to only authorize visitors
Provide proper documentation and visitor passes
Monitor Closed Circuit Televisions (CCTV), perimeter alarm system, duress alarms, and fire life safety system so that any unusual behaviour or emergency situation is dispatched to appropriate personnel for investigation and record
Act as dispatcher when necessary
Lock property entrances during designated times
Respond to the scene of residence owner /guest/employee accidents and determine if emergency aid is required
Administer first aid/CPR to residence owner/ guests/employees as required
Assist residence owners/ guests/employees during emergency situations, such as fire, evacuation, flood, severe weather, bomb threat, robbery, natural disasters, etc
Notify manager/supervisor, local police, or other appropriate individuals in the event of accidents, attacks, or other incidents
Communicate specified information regarding accidents to EMS/medical personnel as required
Defuse disturbances/altercations in accordance with company policies and procedures, including summoning appropriate authorities if necessary, and documenting incident
Respond to domestic problems with Residence owners/guests and call for outside assistance if necessary
Complete incident reports to document all Security/Loss Prevention related incidents such as theft, accidents, physical hazards, and fire alarms
Handle business interruptions and complaints, such as suspicious individuals, civil disturbances or demonstrations, noise complaints, intoxicated individuals, etc
Resolve safety hazard situations
Escort any unwelcome persons (e.g., trespassers, loiterers) from the property without interrupting the orderly flow of property operation
Report to scenes of vehicle accidents/thefts and document all required information
Call for assistance using proper code responses
Address service needs in a professional, positive, and timely manner
Welcome and acknowledge each and every Residence owner and guest with a smile, eye contact, and a friendly verbal greeting, using names when possible
Anticipate service needs, including asking questions to better understand needs and watching/listening to preferences and acting on them whenever possible
Actively listen and respond positively to questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust
Document all requests/complaints and communicate such to appropriate personnel for proper handling
Complete preference forms and implement in the system (e.g., GXP & BuildingLink) and follow up on any changes
Assist other employees to maintain proper coverage and prompt service
Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones)
Legibly complete requisition for additional supplies/materials and submit to Residence General Manager
Maintain updated resource materials on all vendors and information to accommodate requests
Legibly document maintenance needs on work orders, implementing them into system (e.g., Buildinglink) and submit to Residence General Manager
Legibly document all pertinent information in log(s). Monitor and update log book(s) through the shift
Accept, document and distribute packages
Accept document and distribute dry-cleaning and any other items received for the Residence owners
Monitor, send, and distribute faxes
Complete and monitor all Residence Owners profiles in system (e.g., GXP)

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