CONCIERGE

About the Role:

The Concierge plays a pivotal role in delivering exceptional guest experiences by serving as the primary point as an MCLUB Concierge Attendant, you will fill a guest services role in supporting your hotel's guest experience goals. You will effectively maintain the cleanliness and order of the club, common guest areas and provide prompt and courteous service to guests. This position is responsible for providing personalized assistance, including information on local attractions, dining, transportation, and ensuring each guest's needs are met promptly and professionally. This role requires a proactive approach to anticipate guest needs and deliver tailored recommendations that enhance their overall experience. Ultimately, the Concierge contributes significantly to the reputation and success of the establishment by fostering a welcoming and efficient environment. The MCLUB services are open Monday - Sunday, 

Minimum Qualifications:

• High school diploma or equivalent.
• Previous experience in a customer service or hospitality role.
• Excellent verbal and written communication skills.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Basic computer proficiency, including familiarity with reservation and communication systems.
• Flexible in working weekdays, evenings, weekends and holidays.

Preferred Qualifications:

• Fluency in multiple languages to assist a diverse clientele.
• Experience working in luxury hotels, resorts, or high-end residential properties.
• Strong knowledge of the local area and tourism industry.
• Skill sets of concierge services or customer service excellence.
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Responsibilities:

• Regular attendance in accordance with company standards is essential for success in this position.
• Greet and welcome guests in a friendly and professional manner, establishing a positive first impression.
• Provide detailed information about local attractions, dining options, transportation services, and entertainment events.
• Assist with the coordination of reservations, transportation, and special requests on behalf of guests to ensure seamless service delivery.
• Maintain up-to-date knowledge of the local area, including new venues, events, and services to offer accurate recommendations.
• Handle guest inquiries and resolve any issues or complaints promptly and effectively to ensure guest satisfaction.
• Collaborate with other departments to fulfill guest requests and enhance the overall guest experience.
• Manage tasks such as logging guest requests, maintaining contact lists, and preparing reports as needed.
• Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Monitor club lounge for seating availability, service, safety, and wellbeing of guests.
• Complete opening and closing duties. Maintain cleanliness and condition of bar, bar unit, tables, and other tools.
• Maintain guest confidentiality at all times.
• Assists in handling emergencies in order to protect our guest and associates, and preserve the building and its systems during the emergency. Must act as quickly and responsibly as possible to return the building to its normal operating status.
• Responsible for knowing and abiding by all department standards, and Marriott Standards.
• Perform other Concierge / Guest -service duties as requested. 
• Participate in ongoing training, education and on the job training.

Skills:

The Concierge utilizes strong interpersonal and communication skills daily to engage with guests and understand their unique needs. Problem-solving abilities are essential for addressing and resolving guest concerns efficiently and diplomatically. Organizational skills enable the Concierge to manage multiple requests simultaneously while maintaining attention to detail. Knowledge of local attractions and services is applied to provide accurate and personalized recommendations that enhance guest satisfaction. Additionally, proficiency with reservation and communication technologies supports smooth coordination and documentation of guest interactions.