Concierge

Job Number 23086983
Job Category Rooms & Guest Services Operations
Location The Shelbourne Autograph Collection, 27 St. Stephen's Green, Dublin, Dublin, Ireland VIEW ON MAP
Schedule Full-Time
Located Remotely? N
Relocation? N
Position Type Non-Management

The Shelbourne, Autograph Collection, is Dublin’s most prestigious and historic five star property. Located in the beautiful location of St. Stephen's Green in Dublin 2, for almost 200 years, it has been the beating heart of hospitality, unforgettable experiences and luxury within the capital

Assists all guests efficiently, professionally, courteously and with enthusiasm in all areas of the hotel. Handles all guest requests for services before/during/after their stay. Concierge work directly with Bell, Door and Valet services. Maintains Marriott’s high standard of hospitality at all times. 

Candidate Profile

Experience 

·Experience of customer service in a 5* hotel 

Skills and Knowledge 

·Good communication skills (verbal, listening, writing)

·Strong organisational skills

Education or Certification

·High school certificate or equivalent preferred 

Business Results

Balanced Scorecard Results: Supports and conducts activities to drive financial results, guest satisfaction, human capital index and market share.

· Operations:  Assists in managing the daily activities of the front office function. Ensures compliance with Marriott Operating Standards to maintain brand integrity.

· Guest Satisfaction:   Strives to meet or exceed customer expectations. Helps build customer loyalty through service excellence. 

· Human Resources:  Assists in maintaining the Marriott culture. 

· Financial Management : Assists as needed in managing the front office function operating budget and capital expenditure budget to achieve or exceed budget expectations. 

Technical Expertise (Learning and Applying Personal Expertise)

The following are specific responsibilities and contributions critical to the successful performance of the position:

Operations 

·Prepares for daily shift by ensuring all information is passed on between the concierge on duty

·Ensures radio/ear piece unit is clean, charged & functional and on at all times 

·Ensures service standards are being delivered consistently

·Handles any guests' problems or complaints in an understanding and hospitable manner. Resolves through the LEARN process. Strives to achieve single contact resolution for our guests

·‘I am on Stage’ – Basic 16 – always look your best, in the correct uniform, compliant with the uniform and grooming policy and have Savvy BASICS card - maintain professional image always

·Leads by example in always using the correct standard and LSOP for answering the telephone

·Is aware of the Brand Standards and ensures the delivery of compliant service

·Promotes awareness of health and safety within the department for associates and guests

·Strive to represent Marriott in the most professional, courteous and efficient manner possible at all times

·Adheres to all company policies and procedures

·Ensures immaculate appearance of Bell desk, luggage room, Front Door and extended entrance to sidewalk

·Has the knowledge to speak about “The Shelbourne History” - has history sheet at all times

·Understands work schedules and demands of the position will vary from time to time so flexibility is required

·Actively participates in meetings, shares best practices and shares ideas

·Promotes hotels' facilities

·Remains positive both in front of guests' and among fellow associates

·Offer guests assistance with luggage

·Delivers any items required by the guest and guest valet (as required)

·Completes all required checklists per shift (e.g. Daily Checklist, Valet list, checkout log, email correspondence to internal/external guests etc)

·Performs all duties of the Door, Bell and Valet as needed

·Studies professional publications (including newspapers) to keep abreast of upcoming events, openings, closings, etc

·Attends all meetings as required and expected for the position

·Has a thorough knowledge of Concierge Assistant & Fidelio Opera and how to action crash procedures

·Reports any unusual occurrences and any concerns to Concierge Supervisor and/or Loss Prevention as applicable

·Maintains a positive working relationship with other departments and outside vendors (any prior vendor arrangements/concessions will not be tolerated)

·Maintains all logbooks – paper/system format (including but not limited to luggage, umbrellas, etc)

·Is extremely familiar with Dublin City Centre and environs

·Provides timely and accurate information to guests about, but not limited to the following:

·Handling of guest messages / post and packages

·Hotel dining options & other services

·Information on local activities as well as in-house events

·Storage of luggage, confirming flight tickets, arranging transportation, obtaining theatre tickets, entertainment & arranging sightseeing trips

·Social, cultural, historical and physical attractions, location and hours of operation

·Ensures all itineraries are booked as requested and printed through Concierge Assistant and held at Reception for guests

·Ensures proper use of hotel garage parking to include authorised cars and resident cars. Monitors parking outside hotel property to ensure parking guidelines are adhered to

·Ensures Desk/Door coverage at all times

·Ensures flags are clean, flying well and are not tangled

·Ensures Desk is well stocked with guest information, maps, luggage tags, newspapers etc,. Ensures knowledge of current events to advise guests, acts as a Sales Rep for hotel outlets – know services, hrs of operation etc

·Supervises/assists with room moves as requested by Front Desk associates and supervisors

·Is informed/has knowledge of any and all promotions that affect or influence the guests ex: Marriott Rewards, Christmas packages etc.,

·Is encouraged to take responsibility in the absence of the Concierge Supervisor

·Is vigilant for any suspicious persons and/or packages that arrive into the hotel and report to Management (&Loss Prevention)

·Assists guests when Business Centre is closed. Ensures all requested deliveries take place to LSOP

·Has thorough knowledge of the Safety Deposit Boxes LSOP

·Has a great knowledge of the property, hotel staff, guest rooms (views, features, types etc) and surrounding area

·Has knowledge of TTY equipment-how to operate and/or explain it to guests

·Contributes and executes towards GSS goal(s) as outlined by Supervisor

·Records Guest Preferences subtle or overt on your Guest Preferences pad and turn into GRM box

·Complies with set standards of behavior, discipline and appearance within the hotel

·Performs related duties and special projects in Concierge and Front Office at large as assigned

·Complies with all current Marriott standard and local operating policies and procedures

Guest Satisfaction

·Maintains superior relations with hotel guests

·Consistently utilises the Guest Response programme (ESPRESSO use) and attend all relevant training (upgrades, new functionalities etc.,)

Human Resources

·Attends 15 Minutes of training on every day/shift (including weekends) worked. Ensures clear understanding and how to deliver to our guests. Signs off on training sheet 

·Is a mentor to new hires, support and encourage their learning

Financial Management

·Adheres to all credit policies, especially relating to ‘paid outs’ to reduce bad debt and rebates

Other

·Performs other duties as assigned to meet business needs.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott's Autograph Collection features a select group of upscale and luxury independent partner hotels, each with its own distinct personality, experience, style and features. Located in major cities and desirable destinations around the world, Autograph guests favor hotel stays that reflect their own unique and personal styles. Be a part of our team and deliver an innovative guest experiences that resists predictability.