JW Marriott Concierge Lounge Attendant

The ideal candidate for this position will provide the highest level of service for all our guests. This position includes working with food and alcohol sales, so a knowledge of proper food handling guidelines would be preferred. The applicant must have a teamwork attitude and strong attention to details, skills necessary to ensure exceptional customer service experiences in all interactions with guests and other employees.

• Host and serve food and beverage offerings to guests during morning and nightly service.
• TIPS Certification to be completed within 90 days
• Great Food/Safe Food training complete to ensure all food safety procedures are followed
• Utilize Oracle Point of Sale system to ring in drinks and cash out guest checks.
• Responsible to handle all guest requests and to solve guest opportunities at first contact
• Attend and participate in Opening Note and Symphony of Service and continue to live the culture learning from the training sessions.
• Have a working knowledge of Grand Rapids area, and be able to recommend local area offerings
• Be knowledgeable about rooms and their locations, services and facilities of the hotel
• Perform all tasks on the AM and PM Concierge Lounge checklist
• Understand the importance of the Quality Assurance inspection and perform each day with the audit as the foundation in mind
• Ensure guests are receiving a warm welcome and fond farewell when visiting the Concierge Lounge, welcoming and engaging with each guest
• Be familiar with cultural differences to meet guest's specific needs and requirements
• Responsible for daily training of associates and development of their communication, hospitality, customer care, and technical skills. Utilizing the training materials that have been prepared for their training
• Know how to offer and arrange car rental, airline and train tickets, office services, beauty services, shopping, restaurant reservations, and any other guest requests
• Maintain the Marriott Bonvoy Program by understanding the different levels of a reward member and recognizing their elite status through interaction and by offering what is promised through their status
• Responsible for appearance and ensure compliance with grooming standards. Live all grooming standards by example
• Assist and be knowledgeable of the AYS operations and systems
• Check journal and Daily Game Plan; be informed and seek additional information
• Attend Daily Rehearsal to be informed of VIP arrivals, groups, service note, and other important information
This position requires weekend work, as it is essential to the role. If you are unable to work weekends (Saturday and Sundays) you would not be eligible for this position.

SAFETY AWARENESS:

• Maintain safety by adhering to all safety policies, being responsible to report all accidents immediately. Support all safety programs. Proceed with caution when walking on slippery floors and in congested areas. Ensure that proper safety instructions are given before operating any equipment
• Read and understand the emergency red book binder to better aid the guest and coworkers in case of hotel emergency
• Report suspicious behavior to security or behavior that causes associates or guests to feel uncomfortable

TIP SHARE:

• Tips should be split evenly every shift. No associate should leave with more tip money than their counterpart unless agreed upon by both associates. Any associate that is training should not be included in the tip share (this is noted with a “T” next to the associate’s name on the schedule). The Concierge Agent is not a tipped position, however gratuities are welcome. A tip jar cannot be placed out in the lounge as it poorly reflects on the culture of our brand. Gratuities can be provided at will of the guest without perception that it is the expectation

• Must be able to stand for 8 hours
• Proficient verbal and written communication required
• Proficiency using the Microsoft Office Suite.
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

· High school diploma or equivalent preferred
· related experience is preferred.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate:

• Is regularly required to stand, walk, and run.
• Must be able to be on one's feet up to 8 hours per day.
• Is occasionally required to sit and stoop, kneel, crouch, or crawl.
• Must occasionally lift and/or move up to 50 pounds.