ABOUT US

The Yarrow Group is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

JOB OVERVIEW

As a Concierge, you are responsible for participating in all aspects of the Concierge and Front Office operations and providing excellent customer service. You must maintain high standards in all aspects of internal and external service and embrace the Marriott Brand service culture. You will work with the Front Office and Guest Experience teams. You must ensure you maximize the guest experience by achieving all Marriott & AAA service standards, maintaining consistent quality of service, exceeding expectations and efficiently completing departmental objectives.

REPORTS TO

Guest Service Manager

KEY RELATIONSHIPS

Internal: Guest Service Manager, Hotel Manager, and Sales & Marketing Department.

External: Hotel Guests, and Vendors.

ESSENTIAL QUALIFICATIONS

· Minimum of one-year concierge experience preferred

· Strong background of customer service experience

· Possess excellent computer, verbal and written communication skills

· Proven track record resolving guest problems and expediting solutions

· Understand daily hotel operations and systems

· Must read, write and speak the English language effectively

· Flexible schedule during high business volume including weekends, evenings, and holidays

· Possess complex math skills

· Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts

· Ability to work independently, with little to no supervision, use time efficiently and multi-task

ESSENTIAL JOB FUNCTIONS

1. Prioritize and accurately complete essential functions, including but not limited to: internal & external reservations, billing, cash and credit card transactions, operating the switchboard, coordinate delivery of guest requests, deliver safe deposit boxes, and guest follow-up

2. Completes the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and activity rate. Makes appropriate selection of activities based on guest needs. Codes electronic keys. Promotes and administers Hotel Marketing programs, for arriving guests. Ensures guest knows itinerary upon confirmation of booking of activities. Provides itinerary, third party waiver, and welcome note at time of arrival

3. Ensure all Brand and service standards are met and adhered to. Remain calm and alert, and resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the LEARN model

4. Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such on outlet hours, special VIP programs, events, etc.

5. Ensure completion of all assigned checklists and shift reports accurately

6. Promptly answers the telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items for customers as requested

7. Monitor guest accounts. Properly accounts for services provided by the hotel

8. Accurately reports tips daily at end of shift

9. Be educated and familiar with local and area recreational, dining, and cultural activities and attractions. Provide recommendations and offer services to book activities for guests to guests

10. Be aligned with the culture, values, goals and human resource programs of the Marriott Brand

11. Maintain a professional appearance and attitude at all times. Follow the dress code and uniform standards. Demonstrate positive body language and posture

12. Be proficient using Property Management Systems (OPERA) and other pertinent software as assigned (MGS & GXP)

13. Stock, maintain, clean, and complete transactions at Lobby Market retail shop

14. Follow all best practices, policies and procedures for concierge team

15. Maintain a clean, neat and organized workstation and lobby area

16. Follow safety and emergency guidelines, policies and procedures

17. Complete miscellaneous tasks as assigned, assist in other departments when needed

PHYSICAL DEMANDS & WORK ENVIRONMENT

The physical demands & work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Standing, bending, stooping and lifting weights up to and including 25 lbs. may be required

The hospitality business functions seven (7) days a week, 24 hours a day, 365 days a year. In addition, the hospitality business and a hospitable service atmosphere must be projected at all times.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship