Assistant Chief Concierge

2 weeks ago

Dubai, United Arab Emirates Marriott International, Inc Full time

**Job Number** 23108016

**Job Category** Rooms & Guest Services Operations

**Location** JW Marriott Marquis Hotel Dubai, Sheikh Zayed Road Business Bay, Dubai, United Arab Emirates, United Arab Emirates VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

***

Assist in overseeing all concierge operations with a focus on ensuring that the highest levels of hospitality and service are provided. Represents concierge department in resolving any guest or hotel related situation. Manages the flow of questions and directs guests within the lobby. Serves as assistant to chief concierge and handles the tracking of flawless service for guest. Assists in managing the day to day operations of the Concierge team.

**SCOPE / BUSINESS CONTEXT**
- A Full Time position based at JW Marriott Marquis Dubai.
- Number of Direct Reports - 76
- Titles of Direct Reports - Bellman, Doorman, Concierge Agents.

**CANDIDATE PROFILE**

**Experience**:

- Previous experience in similar or supervisory role and preferred Les Clefs d’Or Member.

**Skills and Knowledge**
- Previous experience of Concierge Management, Developing and Building Teams, Opera ,Supervising Associates of more than 30 team members.

**Education or Certification**
- Higher secondary and above, Basic Computer skills, Typing speed of 40 words per minute.

**SPECIFIC DUTIES**
- The following are specific responsibilities and contributions critical to the successful performance of the position:_
- Responsible for providing hands on leadership support to the Chief Concierge by following all instructions and guidelines set towards the success of the department.
- Ensures robust Arrival Experience & Elite / VIP Guest Recognition plans are in place to drive strong Guest Experience scores.
- Serves as an immediate assistance to the chief concierge in achieving and driving guest satisfaction goals.
- Responsible for ensuring keen focus on Guest Satisfaction with Resolution Scores by working with related areas to ensure guest issues are reported when they occur and addressed by senior team members prior to guest departure.
- Maintains a strong working relationship with all departments to support hotel operations and goals and to expedite the resolution of any problems that may arise through the general operation of the hotel.
- Manages the flow of operation at the front drive in assisting the valet and doorman.
- Demonstrating Leadership, Utilizing interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
- Communicating Information timely in being able to Inform and/or updating the peers and the subordinates on relevant information in a timely manner.
- Ensures compliance with all policies, standards and procedures.
- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met within all areas of concierge.
- Observes service behaviours of associates and ensures that all uniformed associates are properly attired and groomed, each wearing a nametag and appropriate brand standards
- Understands and follows all call in procedure for all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc.
- Participates as needed in the investigation of associate and guest accidents.
- Understands and complies with loss prevention policies and procedures.
- Supervises & assists all areas of the concierge under minimum supervision.
- Serves as a leader in displaying outstanding hospitality skills.
- Sets a positive example for concierge.
- Empowers associates to provide excellent customer service.
- Observes service behaviours of associates and provides feedback to individuals.
- Conducts monthly job chats, half yearly and yearly performance management along with the chief concierge.
- Maintains high visibility in public areas during peak times.
- Consults and Conducts leadership performance Reviews for all direct Reports both midyear and Year End.
- Provides immediate assistance to guests as requested.
- Maintains a track of guest service engagement.
- Reviews comment cards and guest satisfaction results with associates.
- Leads by example for training and role-plays for all guest related interactions.
- Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.
- Be able to perform any additional scope of duties if requested by the Management.

**OTHER**

**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.
- Notify Loss Prevention/Security of any guest reports of theft.

**Policies and Procedures**
- Follow company, hotel and department policies and procedures.
- Follows Marriott Inter

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