Additional Information EU Nationality or work permit for the Czech Republic needed
Job Number 24144042
Job Category Rooms & Guest Services Operations
Location W Prague, Vaclavske namesti 826/25 Praha 1, Prague, Czech Republic, Czech Republic VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Management
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

• Supervises 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.
• Keeps concierge team 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.
• 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).
• 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.
• Confirms repeat and VIP guests are receiving appropriate service and verifies 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.
• Inspects grooming and attire of staff and makes recommendations for immediate rectification of any deficiencies.

Supervising Concierge Team

• Supervises all activities of concierge team and Welcome Ambassadors.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Takes part in building mutual trust, respect, and cooperation among team members.
• Serving as a role model to demonstrate appropriate behaviors.
• Supervises talents and all day-to-day operations. Understands talent duties well enough to perform them in employees' absence.
• Maintains open, collaborative relationships with talent and encourages talent do the same within the team.
• Verifies concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.
• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Verifies that regular on-going communication is happening with talent to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

Ensuring Exceptional Customer Service

• Promotes an atmosphere where concierge and Welcome ambassador team provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and 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.
• Empowers talent to provide excellent customer service.
• Observes service behaviors of talent and provides feedback to individuals.
• Interacts with guests to obtain feedback on quality of product, service levels and overall satisfaction.
• Verifies talent understand customer service expectations and parameters.

CANDIDATE PROFILE
Leadership

• Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
• Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
• Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
• Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.

Managing Execution

• Building and Contributing to Teams - Actively participates as a member of a team to move the team toward the completion of goals.
• Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
• Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.

Building Relationships

• Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
• Customer Relationships - Develops and sustains relationships based on an understanding of customer needs and actions consistent with the company’s service standards.
• Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.

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.