Concierge (FT)

[{{ $ctrl._job.status.name | translate}}] Concierge (FT)
W Melbourne

Pubblicata

Descrizione del lavoro

OVERVIEW

W Melbourne is the rebel between the streets, taking its design cues from Australia’s cultural capital and providing the back-lane entrance keys to what’s New/Next in the city. Extending the laneway culture inside, 294 bold rooms and suites peel back the layers and revel in the city’s history. There are five electric and daring bars and restaurants within the hotel, plus over 800 square metres of ultra-modern event space. W Melbourne is set to be the place to see and be seen in.


Boldly coloring outside the lines of luxury, W turns the traditional notion of the extravagant hotel on its head. Our irreverent attitude and taste for excess redefine revelry for the modern jet set. Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat.

We share our guests’ passions, providing insider access to what’s new and what’s next. Moderation is not in our vocabulary and we know that lust for life demands more, not less. W guests soak it in and live each day with a mantra: Detox. Retox. Repeat. If you’re ready to create the energetic W scene that is magnetic to everyday disruptors around the world, then we invite you to explore a career with W Hotels.


W Melbourne is the rebel between the streets, taking its design cues from Australia’s cultural capital and providing the back-lane entrance keys to what’s New/Next in the city. Extending the laneway culture inside, 294 bold rooms and suites peel back the layers and revel in the city’s history. There are five electric and daring bars and restaurants within the hotel, plus over 800 square metres of ultra-modern event space. W Melbourne is set to be the place to see and be seen in.


WELCOME DESK 

The Welcome Desk emerges from the ground as if the laneway extends in and is accompanied by bold design styled by the streets that will ignite our guests desire to go further, go longer and hit repeat. As a central part of our service team, they will rebelliously rewrite the rules on how to deliver guest experiences, they know Melbourne like the back of their hand and are focused on going above and beyond to exceed expectations.



ROLE PURPOSE

Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities. Answer, record, and process all guest calls, messages, requests, questions, or concerns. Assist with luggage storage and retrieval. Transport guest luggage to and from guest rooms and/or designated Welcome area. Assist guests/visitors in and out of vehicles, including assisting guests with loading/unloading luggage. Assist with parking and retrieving guest vehicles. Contact appropriate individual or department (e.g., Welcome Ambassador, Style) as necessary to resolve guest call, request, or problem. Review shift logs/daily memo books and document pertinent information in logbooks. Ensure that any outstanding requests from the previous day receive priority and are resolved. Monitor inventory and order general office supplies. Notify Welcome Duty Manager of any guest reports of theft.


CAST KEY RESPONSIBILITIES

Education and Experience
  • High school diploma or GED equivalent OR
  • 1 years experience in Concierge or Welcome Ambassador role, OR customer service-related professional area.
CORE WORK ACTIVITIES
Safety and Security
  • Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
  • Report work related accidents, or other injuries immediately upon occurrence to Talent Coach.
  • Maintain awareness of undesirable persons on property premises.
  • Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
  • Identify and correct unsafe work procedures or conditions and/or report them to management and WHS personnel.
  • Complete appropriate safety training and certifications to perform work tasks.
Policies and Procedures
  • Protect the privacy and security of guests and other Talents.
  • Maintain confidentiality of proprietary materials and information.
  • Follow company and department policies and procedures.
  • Ensure wardrobe, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
  • Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
  • Perform other reasonable job duties as requested by Talent Coach.
Guest Relations
  • 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).
  • Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
  • Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
  • Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, W Service Foundations) to resolve issues, delight, and build trust.
  • Anticipate 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.
  • Address guest service needs in a professional, positive, and timely manner.
  • Thank guests with genuine appreciation and provide a fond farewell.
  • Assist other talents to ensure proper coverage and prompt guest service.
  • Prepare and review written documents (e.g., What’s up, daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
  • During shift be aware of WHO’s arrival and departure, take note of movement timing,
Communication
  • Speak to guests and co-workers using clear, appropriate and professional language.
  • Talk with and listen to other talents to effectively exchange information.
  • Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
  • Provide assistance to coworkers, ensuring they understand their tasks.
  • Discuss work topics, activities, or problems with coworkers, talent coach discreetly and quietly, avoiding public areas of the property.
  • Exchange information with other employees using electronic devices (e.g., cell/mobile phones, earpieces, pagers and two-way radios, email).
Quality Assurance/Quality Improvement
  • Comply with quality assurance expectations and standards.
  • Identify and recommend new ideas, technologies, or processes to increase organizational efficiency, productivity, quality, safety, and/or cost-savings.
 Physical Task
  • Stand, sit, or walk for an extended period of time or for an entire work shift.
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance
  • Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
  • Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps.
  • Reach overhead and below the knees, including bending, twisting, pulling, and stooping.
Parking
  • Maintain security of vehicles and vehicle keys.
  • Monitor and maintain safety, security, and cleanliness of parking areas/levels, and report any vehicles/safety hazards, unauthorized personnel, or potential security problems to the Talent Coach.
  • Re-route traffic when parking facility reaches maximum capacity and ensure talent is informed.
  • Unlock/open and close/secure parking facility in accordance with company procedures.
  • Communicate parking procedures to guests/visitors.
Greet/Escort Guests
  • Follow up with guests to ensure their requests or problems have been met to their satisfaction.
  • Receive, record, and relay messages accurately, completely, and legibly.
  • Contact appropriate individual or department (e.g., Welcome Desk, Welcome Ambassador, Style, Engineering) as necessary to resolve guest call, request, or problem.
VIP/Concierge Services
  • Respond to special requests from guests with unique needs.
  • Respond to guest requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.  
Additional Responsibilities
  • Provides information to Talents, Talent Coaches and subordinates by telephone, in written form, e-mail, or in person.
  • Analyses information and evaluating results to choose the best solution and solve problems.
  • Attends and participates in all pertinent meetings.
  • Review Guest Satisfaction and find improvement opportunities
  • Identifies and analyses Welcome Ambassador, Wheels and Concierge operational challenges and facilitates the development of solutions to prevent reoccurrence.
  

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Requisiti

See description

Dettagli

Tipo di lavoro
A tempo completo
Località
Victoria, Australia
Dipartimento
Rooms division
Comincia tra
Il prima possibile
Durata del contratto
A tempo indeterminato

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