Head Concierge Job at Marriott Bonvoy (Rome)

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 the quality, standards and meeting the expectations of the customers on a daily basis
Develops specific goals and plans to prioritize, organize, and accomplish work
Keeps concierge team focused on the critical components of operations to drive guest satisfaction and the desired financial results
Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals
Establishes an effective database to be used by all team members for restaurant and local attractions
Establishes relationships with local attractions, restaurants and other businesses to enhance guests’ experiences
Provides recommendations and arranges services for guests as requested (e.g., car rental, airline and train tickets, office services, beauty and barber services, baby sitting, repairs, shopping)
Maintains awareness of cultural differences needed to meet guest's specific needs and requirements
Provides check-in and check-out services and handles reservations when needed
Maintains knowledge of rooms and their locations, services and facilities of the hotel
Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out
Responds to emergency situations using appropriate procedures
Maintains awareness of daily operations and events at the hotel
Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
Complete and communicates employee schedules
Provides warm welcome and anticipation of guest needs throughout their stay
Inspects grooming and attire of staff and makes recommendations for immediate rectification of any deficiencies
Supervises all activities of concierge team
Utilizes interpersonal and communication skills to lead, influence, and encourage others
advocates sound financial/business decision making
demonstrates honesty/integrity
leads by example
Encourages and building mutual trust, respect, and cooperation among team members
Serving as a role model to demonstrate appropriate behaviors
Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team
Ensures concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction
Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met
Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results
Ensures concierge team provides services that are above and beyond for customer satisfaction and retention
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed
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 to individuals
Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction
Ensures employees understand customer service expectations and parameters
Interacts with guests to obtain feedback on product quality and service levels
Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
Solicits employee feedback, utilizes an 'open door' policy and reviews employee satisfaction results to identify and address employee problems or concerns
Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources
Assists as needed in the interviewing and hiring of employee team members with the appropriate skills
Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job
Participates in employee progressive discipline procedures
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person
Analyzes information and evaluating results to choose the best solution and solve problems
Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner
Participates in departmental meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results

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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