Concierge Supervisor
Concierge Supervisor
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Job Description
As one of the Ladies and Gentlemen of The RitzCarlton you are the most important asset in our service commitment to our guests. By joining us as a Concierge Supervisor we not only meet but also exceed our guests expectations you embody the legendary service that makes us a leading luxury brand. A career at The RitzCarlton is filled with honesty respect and the opportunity to grow your career.
Please note that this role requires FullTime Working Rights in Australia.
POSITION SUMMARY
- Coordinates daytoday 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 departments 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 ( rental airline and train tickets office services beauty and barber services baby sitting repairs shopping).
- Maintains awareness of cultural differences needed to meet guests specific needs and requirements.
- Providescheckin and checkout 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 ofdaily operations and events at the hotel.
- Maintains knowledge of daily housecount arrivals/departures VIPs scheduled inhouse 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.
- 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.
About You:
- 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 Australiais required
- Enthusiastic to escalate your career
- Strong proactive communication to guests as well as external business partners to develop and maintain relationships
- Selfmotivated driven and energized in a fastpaced environment
- Armed with smart solutions and a cando attitude
Our Benefits:
- Exclusive staff discounts on food and beverage and hotel rooms (including all properties within the Marriott International group) for you your family and friends
- Be part of Life with the Works program where you can enjoy flexible working hours & locations time off to pursue your passion through sabbatical leave and paid leave during your birthday month
- Grow develop and progress with internationally recognised training programs unlimited strategic development and exciting career opportunities within the Marriott International group
- Genuine care for associates physical emotional and financial wellbeing through our Employee Assistance Program
- Opportunity to receive Employee Referral Incentives and get paid for working with your friend
- Work for the Largest Hotel Network in the World which values equality diversity and inclusiveness
Marriott is committed to providing a recruitment process that is fair equitable and accessible for all. If you have disability illness or injury we know that it may be helpful for us to adjust our process to make it equitable for your individual situation. If you would like to reach out to someone to discuss adjustments and our recruitment process or you have a preferred communication method please email us at
The RitzCarlton Hotel is part of Marriott Internationals Luxury portfolio which has committed to putting people first for 90 years. Apply now!
Required Experience:
Manager
Employment Type
Full-Time
