Job Description: Concierge-Head
Job Number: 23123212
Job Category: Rooms & Guest Services Operations
Location: JW Marriott Hotel Nairobi, Chiromo Road, Nairobi, Kenya, Kenya (View on Map)
Schedule: Full-Time
Located Remotely: No
Relocation: No
Position Type: Non-Management
POSITION SUMMARY:
The Concierge-Head is responsible for responding to guest requests for special arrangements or services such as transportation, reservations, and dry cleaning. They make necessary arrangements or identify appropriate providers to fulfill these requests. The Concierge-Head also handles special requests from guests with unique needs and follows up to ensure their satisfaction. They provide guests with directions, information regarding property amenities, services, hours of operation, and local areas of interest and activities. When necessary, the Concierge-Head contacts the appropriate department or individual, such as the Bellperson or Housekeeping, to resolve guest calls, requests, or problems. They review shift logs and daily memo books, documenting pertinent information in logbooks, and prioritize and resolve any outstanding requests from the previous day. The Concierge-Head also monitors the club lounge, ensuring seating availability, service, and the safety and well-being of guests.
Other responsibilities of the Concierge-Head include:
- Serving as a role model or mentor within the department, ensuring employee compliance with company standards, policies, and external regulations.
- Reporting accidents, injuries, and unsafe work conditions to the manager and completing safety training and certifications.
- Following all company policies and procedures, maintaining a clean and professional appearance, and protecting company assets.
- Welcoming and acknowledging all guests according to company standards, anticipating and addressing guests’ service needs, and assisting individuals with disabilities. Expressing genuine appreciation to guests.
- Communicating with others using clear and professional language and answering telephones with appropriate etiquette.
- Developing and maintaining positive working relationships with others, supporting the team in reaching common goals, and listening and responding appropriately to the concerns of other employees.
- Complying with quality assurance expectations and standards.
- Standing, sitting, or walking for an extended period of time.
- Moving, lifting, carrying, pushing, pulling, and placing objects weighing less than or equal to 10 pounds without assistance.
- Performing other reasonable job duties as requested by supervisors.
Marriott International is an equal opportunity employer that believes in hiring a diverse workforce and sustaining an inclusive, people-first culture. The company is committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.
About Marriott Hotels:
Marriott Hotels strives to elevate the art of hospitality, innovating at every opportunity while maintaining the comfort of familiarity worldwide. As a host with Marriott Hotels, you will contribute to the promise of “Wonderful Hospitality. Always.” by delivering thoughtful, heartfelt, and forward-thinking service that upholds and builds upon this living legacy. With a name synonymous with hospitality globally, we proudly invite you to explore a career with Marriott Hotels. By joining Marriott Hotels, you become part of a portfolio of brands within Marriott International. You will have the opportunity to do your best work, find your purpose, belong to an amazing global team, and become the best version of yourself.
About JW Marriott:
JW Marriott is a luxury brand within Marriott International’s portfolio, comprising over 100 beautiful properties in gateway cities and distinctive resort locations worldwide. JW Marriott places a strong emphasis on its associates, believing that if they are happy, the guests will be happy too. JW Marriott associates embody the brand’s values of confidence, innovation, genuineness, and intuition, carrying on the legacy of the company’s founder, J. Willard Marriott. JW Marriott offers a unique work experience where associates become part of a community and enjoy true camaraderie with a diverse group of coworkers. The brand provides opportunities for training, development, recognition, and, most importantly, a place where you can pursue your passions in a luxury environment with a focus on holistic well-being. The JW Treatment
ensures exceptional care for guests and associates alike. By joining JW Marriott, you become part of a portfolio of brands within Marriott International. You will have the opportunity to do your best work, find your purpose, belong to an amazing global team, and become the best version of yourself.
