Concierge

POSITION SUMMARY

 

Start Your Journey With Us

The Luxury Collection is a glittering ensemble of locally authentic hotels and resorts from around the world. Our hotel teams curate the world's most enriching and desirable destination experiences. Our mission is to guide our guests, these seasoned travelers on transformative journeys that touch their spirits, enrich their lives and create lasting memories. If you are someone with an appreciation for evocative storytelling and a desire to provide genuine, personalized, and anticipatory service, then we invite you to join us on our journey and explore a career with The Luxury Collection.

We would like to welcome you to The Park Tower Knightsbridge, A Luxury Collection Hotel, as our next Concierge!

Position Summary

As a Concierge at The Park Tower Knightsbridge, A Luxury Collection Hotel, you are the face of the hotel and are here to welcome and give a positive arrival and departure experience. It is your job to ensure that great memories are created for all our guests during their whole stay. While the guests will be spending their stay in and around the hotel, it is the personal interactions they will mostly remember and this is central to your role.

As a member of the Concierge team, you play a proactive role in welcoming guests and using the guest's name whenever possible. You must supervise the Porters to ensure a smooth check in process is in place. Collaboration with other departments is key to making the guests' stay as comfortable as possible.

Your key duties involve having an excellent knowledge of the local area including attractions, transportation systems, theatre, tourist sites, sporting activities, shops and restaurants.

Safety and Security 

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
• Maintain awareness of undesirable persons on property premises.
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

Policies and Procedures 

• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
• Follow company and department policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

 

Guest Satisfaction

• Together with the Head Concierge, responsible for the Concierge in terms of delivering Touchpoints, guest satisfaction (GSS) and mystery guest inspection to ensure objectives are achieved specifically to support the luggage team.
• Ensure that you and the whole concierge team, specifically luggage porters and doorman provide a warm welcome to all guests on their arrival.
• Leads by example by assisting guests in a friendly, courteous and professional manner throughout their stay, demonstrating full knowledge of the hotel's facilities & department’s services. 
• Develops & supports a culture where staff will ‘go that extra mile’ for the customer and adopt a “can do” attitude.
• Responds to customer complaints in a positive manner, investigating shortfalls and proposing solutions; informing the Head Concierge/Duty Manager accordingly. 
• Together with the Head Concierge review GSS, Mystery Shopper and AA results, producing service and product improvement plans to keep the department moving forward
• Actively seeks customer feedback on a regular basis.
• Ensures team are rewarded for service excellence through immediate recognition & the Shine process.
• Takes a keen interest in and ensures that knowledge of events and local information is kept up-to-date.

Communication

 

• Speak to guests and co-workers using clear, appropriate and professional language. 
• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. 
• Talk with and listen to other employees to effectively exchange information. 
• Provide assistance to coworkers, ensuring they understand their tasks. 
• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property. 
• Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness. 

 

Working with Others 

• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.

 

Quality Assurance/Quality Improvement 

 

• Comply with quality assurance expectations and standards. 

 

Additional Responsibilities

• Perform other duties as business required and requested by management. 
• To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.
• To respond to any changes in the department as dictated by the needs of the industry, company or hotel.
• To attend training and meetings as and when required.

 

 

BENEFITS

Enjoy a variety of benefits including meals in our Staff Restaurants to laundry and dry cleaning service, childcare, optical… last but not least, discover the world thanks to our discounted hotel rates when travelling and staying in one of our Marriott Properties.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

 

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

 

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. 

 
From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination's heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.