Assistant Head Concierge

Concierge – EXPLORE MARRIOTT

Marriott International portfolio of brands includes both JW Marriott and Marriott Hotels.

JW Marriott is part of Marriott International’s luxury portfolio and consists of more than 110 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

Grosvenor House Located on Park Lane in the heart of Mayfair, our distinguished 5-star hotel offers exceptional accommodation, epicurean delights and sweeping views over Hyde Park. This grand 5-star hotel celebrated its 90th anniversary in 2019. JW Marriott Grosvenor House London welcomes celebrities, royalty and business leaders to Mayfair throughout its history and continues to do so. London is on the doorstep, the hotel is a stone’s throw from Bond Street, Knightsbridge, Regent Street, Buckingham Palace, V&A, Natural History & Science museums and the West End. Our guests are able to experience modern luxury in a place where they can be mindful and present, and indulge in the inspired service and nourishing surroundings.

We are currently recruiting for an ambitious and passionate Assistant Head Concierge who strives to provide and inspire incredible guest service that creates truly memorable experiences for our guests. Join our amazing and diverse team and grow your career with Marriott International, the world’s largest and most celebrated hospitality brand.

What we are looking for

• Strong organization and multi-tasking skills
• A keen eye for detail
• Strong problem-solving and decision-making skills
• Confidence interacting with guests
• Good communication skills – both written and verbal English
• The ability to work independently
• Previous experience working in five-star, luxury/lifestyle hotels
• A positive mindset
• A genuine passion for working in hospitality

JOB SUMMARY

To assist our guests efficiently, courteously, and professionally in all Concierges related functions. Each interaction is to be completed following quality assurance standards, exceeding our guests’ expectations, and promoting a professional and positive image of JW Marriott Grosvenor House London.

• Absorb information from colleagues and various external resources pertinent to the role of Concierge. Keep up to date with events in the surrounding area.
• To be empowered to deal with guests’ issues and problems, using the LEARN model, and seeking advice when unsure what to do.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Anticipate guests’ service needs by asking questions to better understand their requirements and watching/listening to guest preferences. Always act on these whenever possible.
• Be a mentor to new hires, support and encourage their learning.
• Maintain all logbooks.
• Be knowledgeable about the hotels dining option and be active in supporting them.
• Always ensure the immaculate appearance of lobby and Concierge Desk.
• Respond positively and provide timely and accurate information to guests upon request, which may include: Handling of guest messages, handling of guest mail and packages, information on local activities, storage of luggage, handling of guest laundry, confirming flight tickets, arranging transportation, obtaining theatre tickets and other forms of entertainment, arranging sightseeing trips, (list not exclusive).

CANDIDATE PROFILE

Experience: 

• Previous experience working within a hotel front office environment or similar
• Good knowledge of London area

Skills and Knowledge:

• Strong communication skills, (verbal, written, listening)
• Customer service orientation and strong interpersonal skills
• Ability to work independently or as part of a team.
• Multitasking, organisational skills and time management skills
• Positive demeanour
• Proactive and reliable

Education:

• Good level of English essentialhttps://careers.marriott.com/assistant-head-concierge-jw-marriott-grosvenor-house/job/1C91C94E21A48A6071E1A7116A05F37F