Chief Concierge – JW Marriott Hotel Singapore South Beach

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Job Number 19000OMK
Job Category Rooms and Guest Services Operations
Location JW Marriott Hotel Singapore South Beach| Singapore| Singapore

Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Relocation? No
Position Type Management
Start Your Journey With Us
Marriott International portfolio of brands includes both JW Marriott and
Marriott Hotels.
Marriott Hotels | Marriott International’s flagship brand with more than
500 global locations| is advancing the art of hosting so that our guests can
travel brilliantly. As a host with Marriott Hotels| you will help keep this
promise by delivering premium choices| sophisticated style| and well-crafted
details. With your skills and imagination| together we will innovate and
reinvent the future of travel.

JW Marriott is part of Marriott International|s luxury portfolio and
consists of more than 80 beautiful properties in gateway cities and
distinctive resort locations around the world. JW believes our associates come
first. Because if you’re happy| our guests will be happy. It’s as simple as
that. Our hotels offer a work experience unlike any other| where you’ll be
part of a community and enjoy a true camaraderie with a diverse group of co-
workers. JW creates opportunities for training| development| recognition and
most importantly| a place where you can really pursue your passions in a
luxury environment. Treating guests exceptionally starts with the way we take
care of our associates. That’s The JW Treatment™.

JOB SUMMARY

Responsible for supporting 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. Assists in developing and
maintaining the acknowledgment and service of all guests visiting the
location. Supports management to ensure all departments are aware of all
guests’ needs and information prior to arrival that will lead to a unique|
memorable and personal stay.

CANDIDATE PROFILE

Education and Experience

Diploma in Hotel and Restaurant/Tourism Management with at least 5 years|
relevant experience

CORE WORK ACTIVITIES

Maintaining Concierge Goals

• Coordinates 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.

• Supports concierge team to keep them 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.

• Supports the establishment of 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

• Provides warm welcome and anticipation of guest needs throughout their stay.

• Encourages and building mutual trust| respect| and cooperation among team
members.

• Serving as a role model to demonstrate appropriate behaviors.

• 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.

Ensuring Exceptional Customer Service

• Assists in ensuring the concierge team provides services that are above and
beyond for customer satisfaction and retention.

• Improves service by 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.

• Interacts with customers to obtain feedback on quality of product| service
levels and overall satisfaction.

• Supports employees understanding of customer service expectations and
parameters.

• Interacts with guests to obtain feedback on product quality and service
levels.

Additional Responsibilities

• Provides information to supervisors and co-workers 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 and the peers 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.

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