Additional Information

Job Number26102792

Job CategoryRooms & Guest Services Operations

LocationLebuh IRC IOI Resort City, 62502 Putrajaya, Selangor, Putrajaya, Malaysia, Malaysia, VIEW ON MAP

ScheduleFull Time

Located RemotelyN

Position Type Management

Job Summary

Responsible for supporting 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. Supports management to ensure all departments are aware of all guests needs and information prior to arrival that will lead to a unique, memorable and personal stay.

CANDIDATE PROFILE

Education And Experience

High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; no prior work experience required

CORE WORK ACTIVITIES

Maintaining Concierge Goals

Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Develops specific goals and plans to prioritize, organize, and accomplish work.
Supports concierge team to keep them 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.
Supports the establishment of an effective database to be used by all team members for restaurant and local attractions.
Establishes 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.
Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.
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/arrangements
Provides warm welcome and anticipation of guest needs throughout their stay.
Encourages and building mutual trust, respect, and cooperation among team members.
Serving as a role model to demonstrate appropriate behaviors.
Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
Ensures concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.

Ensuring Exceptional Customer Service

Assists in ensuring the concierge team provides services that are above and beyond for customer satisfaction and retention.
Improves service by 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.
Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction.
Supports employees understanding of customer service expectations and parameters.
Interacts with guests to obtain feedback on product quality and service levels.

Additional Responsibilities

Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.
Analyzes information and evaluates results to choose the best solution and solve problems.
Informs and/or updates the executives and the peers 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.

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.

Moxy is for Play. Seriously. The energetic and stylish alternative to the typical hotel experience, Moxy is designed for always-on guests seeking fun new experiences in the hotel and city they're in. Our lively communal spaces and energetic Crew help guests have a good time by creating moments of spontaneous playfulness.

Moxy Crew take work seriously, but they never take themselves too seriously. They delight in creating a light and playful atmosphere, and are warm and friendly to those around them, welcoming all. We're looking for people who: love doing it all, always think outside the box, enjoy chatting it up with guests, live in the now but know what's next, and have high energy and a do-it-yourself attitude.

If you're someone who is thoughtful, spirited and loves serving up huge doses of fun, then take a look at our jobs and see if anything catches your eye. In joining Moxy Hotels, 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.

Assistant Concierge Manager