Chief Concierge Full time

The Tasman a Luxury Collection Hotel Hobart is located just steps from Hobarts waterfront and the citys top restaurants and attractions. The Tasman is a unique combination of Modern Contemporary Art Deco and Heritage architecture. Presenting 152 luxuriously appointed guest rooms and suites with carefully restored features and adorned with exclusive art pieces from local artists The Tasman reflects the true spirit of the destination.

Job Summary

The Chief Concierge role at The TasmanHobart offers a rare opportunity for a passionate individual to be the destination authority for every guest and is responsible for supporting all aspects of Concierge functions in accordance with luxury 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 destination. 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.

Maintaining Concierge Goals

• Coordinates daytoday operations ensuring the quality standards and meeting the expectations of the customers daily.
• 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 (e.g. car rental personalized travel and tour itinerary 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.
• Provides checkin 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 of daily 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 and drive a positive culture within the team.
• 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 coworkers by telephone in written form email 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.

Candidate Profile

Education And Experience

• Prior experience in the guest services front desk or related professional area
• Prior experience in a Chief Concierge role
• Understanding of Hotel program management systems such as OPERA
• Strong ability to problem solves and think onyour feet solutions focused
• Passionate about customer service and ability to maintainpositive and longlasting relationships with guests and key stakeholders
• Valid working rights in Australia
• Valid Australian drivers license
• Valid RSA Certificate
• Confidentiality tact and discretion a must

To Apply

If you are truly passionate about delivering the highest standards and want to be part of a diverse team who deliver exceptional hospitality then please enquire today.

Rewards for work benefits for your lifestyle

• You will join a supportive progressive and highly experienced team
• You can be part of something unique
• A variety of generous benefits and discounts for Associates Family and Friends across all Marriott properties worldwide
• Vast career and learning and development opportunities
• Wellbeing programs and initiatives
• Enjoy a relaxed lifestyle with easy access to worldclass events like Mona Foma Taste of Tasmania and Sydney to Hobart yacht race (just to name a few)

Connect your passions with a rewarding opportunity.

We appreciate the time you have taken to apply and the effort that goes into an application process. Those successful in gaining an interview will be contacted directly.

Marriott International is an equal opportunity believe in hiring a diverse workforce and sustaining an inclusive peoplefirst are committed to nondiscrimination onanyprotectedbasis such as disability and veteran status or any other basis covered under applicable law.