Assist in overseeing all concierge operations with
a focus on ensuring that the highest levels of hospitality and service are
provided. Represents concierge
department in resolving any guest or hotel related situation. Manages the flow of questions and directs
guests within the lobby. Serves as
assistant to chief concierge and handles the tracking of flawless service for
guest. Assists in managing the day to day operations of the Concierge team.
SCOPE / BUSINESS CONTEXT
• A Full Time
position based at JW Marriott Marquis Dubai.
• Number of Direct
Reports - 76
• Titles of Direct
Reports Bellman, Doorman, Concierge Agents.
experience in similar or supervisory role and preferred Les Clefs d Or Member.
Skills and Knowledge
experience of Concierge Management, Developing and Building Teams, Opera
,Supervising Associates of more than 30 team members .
with Peers, or Subordinates in providing information to supervisors,
co-workers, and subordinates by telephone, in written form, e-mail, or in
Education or Certification
secondary and above, Basic Computer skills, Typing speed of 40 words per
The following are specific responsibilities and contributions critical
to the successful performance of the position:
• Responsible for providing
hands on leadership support to the Chief Concierge by following all
instructions and guidelines set towards the success of the department.
• Ensures robust Arrival
Experience & Elite / VIP Guest Recognition plans are in place to drive
strong Guest Experience scores.
• Serves as an immediate
assistance to the chief concierge in achieving and driving guest satisfaction
• Responsible for ensuring
keen focus on Guest Satisfaction with Resolution Scores by working with related
areas to ensure guest issues are reported when they occur and addressed by senior
team members prior to guest departure.
• Maintains a strong working
relationship with all departments to support hotel operations and goals and to
expedite the resolution of any problems that may arise through the general
operation of the hotel.
• Manages the flow of
operation at the front drive in assisting the valet and doorman.
• Demonstrating Leadership,
Utilizing interpersonal and communication skills to lead, influence, and
encourage others; advocates sound financial/business decision making; demonstrates
honesty/integrity; leads by example.
• Communicating Information timely
in being able to Inform and/or updating the peers and the subordinates on
relevant information in a timely manner.
• Ensures compliance with
all policies, standards and procedures.
• Reviews staffing levels to
ensure that guest service, operational needs and financial objectives are met
within all areas of concierge.
• Observes service
behaviours of associates and ensures that all uniformed associates are properly
attired and groomed, each wearing a nametag and appropriate brand standards
• Understands and follows
all call in procedure for all emergency plans including accident, death,
elevator, thefts, vicious crimes, bombs, fire, etc.
• Participates as needed in
the investigation of associate and guest accidents.
• Understands and complies
with loss prevention policies and procedures.
• Supervises & assists
all areas of the concierge under minimum supervision.
• Serves as a leader in
displaying outstanding hospitality skills.
• Sets a positive example
• Empowers associates to
provide excellent customer service.
• Observes service behaviours
of associates and provides feedback to individuals.
• Conducts monthly job
chats, half yearly and yearly performance management along with the chief concierge.
• Maintains high visibility
in public areas during peak times.
• Consults and Conducts
leadership performance Reviews for all direct Reports both midyear and Year End.
• Provides immediate
assistance to guests as requested.
• Maintains a track of guest
• Reviews comment cards and
guest satisfaction results with associates.
• Leads by example for
training and role plays for all guest related interactions.
• Emphasizes guest
satisfaction during all departmental meetings and focuses on continuous
• Be able to perform any
additional scope of duties if requested by the Management.
Safety and Security
work related accidents, or other injuries immediately upon occurrence to
company and department safety and security policies and procedures to ensure a
clean, safe, and secure environment.
Loss Prevention/Security of any guest reports of theft.
Policies and Procedures
company, hotel and department policies and procedures.
• Follows Marriott International Hotels Limited
Regional Office policies and procedures
the privacy and security of guests and coworkers.
confidentiality of proprietary materials and information.
uniform, nametags, and personal appearance are clean, hygienic, professional
and in compliance with company policies and procedures.
company tools, equipment, machines, or other assets in accordance with company
policies and procedures.
other reasonable job duties as requested by direct manager and Management.
hours as required to do your job but normally not less than 48 hours per week.
to the compliance of booking high risk activities and tours other than those
contracted by the hotel.
listen and respond positively to guest questions, concerns, and requests using
brand or property specific process (e.g., LEARN, JW Symphony of Service) to
resolve issues, delight, and build trust.
other employees to ensure proper coverage and prompt guest service.
guests' service needs, including asking questions of guests to better
understand their needs and watching/listening to guest preferences and acting
on them whenever possible.
guests' service needs in a professional, positive, and timely manner.
guests in conversation regarding their stay, property services, and area