Assistant Concierge Manager

Company: Marriott International, Inc
Location: Aspen
Posted on: January 11, 2022

Job Description:

Posting Date Jan 03, 2022Job Number 22000500Job Category Rooms & Guest Services OperationsLocation The Ritz-Carlton Club Aspen Highlands, 75 Prospector Road, Aspen, Colorado, United StatesBrand The Ritz-CarltonSchedule Full-TimeRelocation? NPosition Type ManagementLocated Remotely? NAt more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. As the premier worldwide provider of luxury experiences, we set the standard for rare and special luxury service the world over. We invite you to explore The Ritz-Carlton.JOB SUMMARYResponsible 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. Assists in 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.CANDIDATE PROFILEEducation and ExperienceHigh school diploma or GED; 3 years experience in the guest services, front desk, or related professional area.OR2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 1 year experience in the guest services, front desk, or related professional area.CORE WORK ACTIVITIESMaintaining Concierge GoalsSupervises day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.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.Periodically maintains effective database to be used by all team members for restaurant and local attractions.Participates in maintain positive 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.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/arrangementsProvides 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 TeamSupervises day-to-day activities of concierge team.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.Understands employee duties well enough to perform them in employees' absence.Maintains open, collaborative relationships with employees and encourages employees 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, and operational needs are met.Verifies that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.Ensuring Exceptional Customer ServicePromotes an atmosphere where concierge 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 employees to provide excellent customer service.Observes service behaviors of employees and provides feedback to individuals.Interacts with guests to obtain feedback on quality of product, service levels and overall satisfaction.Ensures employees understand customer service expectations and parameters.Supporting Human Resource ActivitiesBrings issues concerning employee satisfaction to the attention of the department manager and Human Resources.Assists as needed in the interviewing and hiring of employee team members with the appropriate skills.Supports a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.Participates in employee progressive discipline procedures.Additional ResponsibilitiesProvides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.Participates in departmental meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results.MIRJThis position offers health care benefits, flexible spending accounts, 401(k) plan, accrued paid time off (including sick leave), life insurance, disability coverage, other life and work wellness benefits and may include incentive compensation. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions. The salary range for this position is $45,263 to $86,301 annually.Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Keywords: Marriott International, Inc, Aspen , Assistant Concierge Manager, Hospitality & Tourism , Aspen, Colorado