Chief Concierge

JOB SUMMARY
Responsible for the supervision of 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. 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.
CORE WORK ACTIVITIES
Maintaining Concierge Goals
• Provides warm welcome and anticipation of guest needs throughout their stay.
• Maintains awareness of cultural differences needed to meet guest&039;s specific needs and requirements.
• Establishes an effective database to be used by all team members for restaurant and local attractions.
• Provides check- in and check- out services and handles reservations when needed.
• Maintains awareness of daily operations and events at the hotel.
• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
• Confirms repeat and VIP guests are receiving appropriate service and verifies their requests are carried out.
• Supervises day- to- day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Inspects grooming and attire of staff and makes recommendations for immediate rectification of any deficiencies.
• Maintains knowledge of rooms and their locations, services and facilities of the hotel.
• Keeps concierge team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Assists in development of specific goals and plans to prioritize, organize, and accomplish work.
• Responds to emergency situations using appropriate procedures.
• 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
• 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).
• Establishes relationships with local attractions, restaurants and other businesses to enhance guests’ experiences.
Supervising Concierge Team
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Supervises all activities of concierge team.
• Takes part in building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviors.
• Supervises employees and all day- to- day operations. Understands employee duties well enough to perform them in employees&039; absence.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Verifies concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.
• Verifies that regular on- going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Maintains open, collaborative relationships with employees and encourages employees do the same within the team.
Ensuring Exceptional Customer Service
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Sets a positive example for guest relations.
• Verifies employees understand customer service expectations and parameters.
• Observes service behaviors of employees and provides feedback to individuals.
• Promotes an atmosphere where concierge team provides services that are above and beyond for customer satisfaction and retention.
• Interacts with guests to obtain feedback on quality of product, service levels and overall satisfaction.
• Empowers employees to provide excellent customer service.
• Responds to and handles guest problems and complaints.
Supporting Human Resource Activities
• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.
• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.
• Participates in employee progressive discipline procedures.
• Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.
• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
Additional Responsibilities
• Provides information to supervisors, co- workers, and subordinates by telephone, in written form, e- mail, or in person.
• Analyzes information and evaluates 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.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non- discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

CANDIDATE PROFILE
Education and Experience
• 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.

Local and International training course
Associate special discount for hotel rooms and F&B services at International Marriott properties
Baby born gift | Birthday gift| Marriage allowance| Bereavement allowance
02 months of probation with Full salary| Service charge| Social Insurance
Associate Appreciation Week | Take- care culture
Duty meal & Uniform provided by hotel
Annual health check
Cross training & Cross exposure & Task force opportunities
05 working days | 02 day- off per week
Attractive remuneration package & 13th month salary
Taxi for late night shift| Free motorbike & car parking
Career path in the most respected and prestigious hotel companies in the world

Cập nhật gần nhất lúc: 2026-07-06 18:20:03