JOB SUMMARY
The Concierge position at the property is pivotal in providing unparalleled guest experiences. Responsibilities include curating personalized services, offering recommendations, and assisting with guest requests. Serving as a central point of contact for information and assistance, the Concierge collaborates seamlessly with various departments to ensure guests' needs are met. The role demands exceptional interpersonal skills, local expertise, and a commitment to elevating the hotel's standard of hospitality.
CORE WORK ACTIVITIES
Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises.

Concierge Services

• Respond to guest/resident 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.
• Respond to special requests from guests with unique needs.
• Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.
• Familiarizes with day-to-day operations, ensuring the quality, standards and meeting the expectations of the guests daily.
• Assists in development of specific goals and plans to prioritize, organize, and accomplish work.
• 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).

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.
• 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.
• Talk with and listen to other talents to effectively exchange information.
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

CANDIDATE PROFILE

• English language
• Previous experience in a similar role
• Strong interpersonal and communication skills
• Excellent problem-solving abilities and attention to detail.
• Ability to multitask and prioritize in a fast-paced environment.
• Knowledge of local attractions and activities.
• Flexible schedule, including availability to work weekends and holidays.

#LI-Onsite

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.