Lead Pathfinder (Concierge) – The Cloudveil

ABOUT US

The Yarrow Group is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values, and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES

We Engage and We Listen

We Care and We Own

We Provide and We Ensure

We Appreciate and We have Fun

JOB OVERVIEW

As a Lead Concierge, you are responsible for managing and participating in all aspects of the front desk operations and providing excellent customer service. You must maintain high standards in all aspects of internal and external service and embrace the Marriott Brand service culture. You will manage and work with the front desk team and concierge. You must ensure you maximize the guest experience by achieving all Marriott & AAA service standards, maintaining consistent quality of service, exceeding expectations, and efficiently completing departmental objectives

REPORTS TO

Guest Service Manager

KEY RELATIONSHIPS

Internal: Hotel Manager, Guest Service Managers, Front Desk Agents, and Bell/Valet

External: Hotel Guests, Local Business, and Vendors

ESSENTIAL JOB FUNCTIONS

1. Follow safety and emergency guidelines, policies and procedures.

2. Prioritize and accurately complete essential functions, including but not limited to: internal & external reservations, billing, cash, and credit card transactions, operating the switchboard, coordinating delivery of guest requests, delivering safe deposit boxes, and guest follow-up

3. Greets customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such on outlet hours, special VIP programs, events, etc.

4. Promptly answers telephone and email inquiries from internal and external communication streams. Inputs messages into the computer and advises other associates of special guest needs. Retrieves messages and communicates the content to the guest. Retrieves mail, packages, and facsimiles or other special items for customers as requested

5. Ensure all Brand and service standards are met and adhered to. Remain calm and alert, and resolve guest complaints within guidelines. Protect guest sentiment by representing and promoting the hotel and dealing positively with the public. Follow the LEARN model

6. Be educated and familiar with local and area recreational, dining, and cultural activities and attractions. Provide recommendations and offer services to book activities for guests to maximize guest experience and revenue

7. Work closely with vendors to ensure compliance with vendor obligations and accurate billing to guests (pre-paid, paid to vendor, voucher, etc.) and commission payouts. Review any guest issues that arise with external activities for requested compensation or rebooking

8. Monitor guest accounts. Properly accounts for services provided by the hotel

9. Assist in the development and implementation of best practices, policies, and procedures for Concierge team

10. Ensure completion of all assigned checklists and shift reports accurately

11. Manage Concierge team, including, scheduling, labor, payroll, and training

12. Notify Department Manager regarding performance management, hiring, and terminating

13. Create weekly staffing schedule per guidelines in the Employee Policy Guide. Review and adjust staffing daily to ensure optimum staffing levels

14. Adhere to staffing and budget guidelines

15. Assist in budgeting and monthly planning

16. Accurately calculate commissions paid out weekly. Accurately maintain accrual spreadsheet for outstanding commissions and payments from vendors.

17. Be aligned with the culture, values, goals, and human resource programs of the Marriott Brand

18. Maintain a professional appearance and attitude at all times. Follow the dress code and uniform standards. Demonstrate positive body language and posture

19. Be proficient using Property Management Systems (OPERA) and other pertinent software as assigned (Alice, Zingle, MGS & GXP)

20. Ensure all best practices, policies and procedures for concierge team are implemented a followed

21. Maintain a clean, neat and organized workstation and lobby area.

22. Complete miscellaneous tasks as assigned, assist in other departments when needed

PHYSICAL DEMANDS & WORK ENVIRONMENT

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

Standing, bending, stooping and lifting weights up to and including 25 lbs. may be required

The hospitality business functions seven (7) days a week, 24 hours a day, 365 days a year. In addition, the hospitality business and a hospitable service atmosphere must be projected at all times

STANDARD SPECIFICATIONS

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their direct report.

This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

Requirements

Minimum of three years concierge experience preferred

Previous experience in a concierge leadership role preferred

Strong background in customer service experience

Possess excellent computer, verbal, and written communication skills

Proven track record resolving guest problems and expediting solutions

Understand daily hotel operations and systems

Must read, write, and speak the English language effectively

Flexible schedule during high business volume including weekends, evenings, and holidays

Possess complex math skills

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts

Ability to work independently, with little to no supervision, use time efficiently and multi-task

Benefits

Health Care Plan (Medical, Dental & Vision)

Retirement Plan (401k, IRA)

Life Insurance (Basic, Voluntary & AD&D)

Paid Time Off (Vacation, Sick & Public Holidays)

Short Term & Long Term Disability

Training & Development

Wellness Resources