Logo of Huzzle

Home

Matches

Explore

Manage

Concierge Supervisor

image

Marriott International

15d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Hospitality & Retail
  • Melbourne

AI generated summary

  • You must have luxury supervisory experience, local area knowledge, full-time work rights in Australia, strong communication skills, and a proactive, self-motivated attitude in a fast-paced setting.
  • You will oversee daily operations, support the concierge team, manage guest requests, enhance guest experiences, and ensure high service standards to achieve satisfaction and financial goals.

Requirements

  • Relevant experience in a managerial/supervisory role within the luxury sector
  • Knowledge of Melbourne City and the greater region is a must including restaurants, attractions, activities etc.
  • Full Time Working rights in Australia is required
  • Enthusiastic to escalate your career
  • Strong proactive communication to guests as well as external business partners to develop and maintain relationships
  • Self-motivated, driven and energized in a fast-paced environment
  • Armed with smart solutions and a can-do attitude

Responsibilities

  • 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.
  • 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.
  • Supports internal bell team and coordination to ensure guest requests are met in a timely order.
  • 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.

FAQs

What is the job title for this position?

The job title is Concierge Supervisor.

Where is the job located?

The job is located at The Ritz-Carlton Melbourne, 650 Lonsdale Street, Melbourne, Victoria, Australia, 3000.

What type of schedule does this position offer?

This position offers a full-time schedule.

Are there any remote work options for this role?

No, this role does not support remote work; it is required to work on-site.

What prior experience is required for this position?

Relevant experience in a managerial/supervisory role within the luxury sector is required.

Is knowledge of local attractions necessary for this role?

Yes, knowledge of Melbourne City and the greater region, including restaurants, attractions, and activities, is a must.

What are the working rights requirements for applicants?

Full-time working rights in Australia are required to be considered for this position.

What qualities are expected from a candidate?

Candidates should be enthusiastic about escalating their career, have strong proactive communication skills, be self-motivated, driven, and armed with smart solutions and a can-do attitude.

What is the emphasis on guest service in this position?

The role emphasizes ensuring exceptional customer service that exceeds guest expectations and enhances their overall experience.

What are the Gold Standards referred to in the job description?

The Gold Standards are the foundation of The Ritz-Carlton, guiding the team to deliver exceptional service and hospitality every day.

image

Marriott International

Travel & Leisure
Industry
10,001+
Employees
1927
Founded Year

Mission & Purpose

Marriott International, Inc. is based in Bethesda, Maryland, USA, and encompasses a portfolio of nearly 8,300 properties under 30 leading brands spanning 138 countries and territories. Its heritage can be traced to a root beer stand opened in Washington, D.C., in 1927 by J. Willard and Alice S. Marriott. 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. Community Guidelines: We reserve the right to remove without any notice content that we determine in our sole discretion is offensive or illegal, contains personally identifiable information, trademarks or copyrights belonging to a third party, advertises a third party’s products or services, or is otherwise inappropriate. Application Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.

Benefits

  • Travel Perks & Benefits

    We encourage you to explore the world around you, so we offer generous hotel and food discounts at thousands of our global properties. What a way to travel! We look after our associates, which is why we also have a comprehensive and competitive benefits program.

  • Recognition & Rewards

    Marriott recognizes success and commitment. We honor and encourage leadership and exceptional service. We also give bonuses for successful referrals and we reward long service. We believe hard work should be acknowledged.

  • Growth Opportunities

    Marriott believes in a career that flourishes with you. We also believe that wider experiences often provide a more enriching experience. We offer professional development, mentoring and training to help you get to where you want to go.