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Additional Information EU Nationality or work permit for the Czech Republic needed

Job Number 24042625

Job Category Rooms & Guest Services Operations

Location W Prague, Vaclavske namesti 826/25 Praha 1, Prague, Czech Republic, Czech Republic

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Management

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that’s half the fun.

Our target consumer is The Connector. Our guests are curious, charismatic, free-spirited, and magnetic. They are the spark that makes it happen. The ones who never stop exploring, pulled to the energy of people and places. True to themselves and open to everything. They make the world their own. They bring the crowd together.

W Prague will feature 161 rooms and suites, a rooftop bar and an outdoor terrace, the perfect location for style-savvy locals and guests to enjoy sweeping cityscape views and a fabulous cocktail and culinary experience. The hotel will feature the W Lounge, the brand’s spin on the hotel lobby, along with several restaurants and bars and some ultra-modern event space. In addition, guests are invited to experience the indoor WET pool deck, FIT fitness center and AWAY Spa. Throughout the hotel, the brand’s unique Whatever/Whenever service is always available, delivering whatever they want, whenever they want it.

W is a destination, more than a hotel. An iconic lifestyle brand, offering guests unprecedented insider access to a world of “Wow” through contemporary cool design, fashion, nightlife, celebrities, and entertainment.

JOB SUMMARY

Responsible for the supervision of all aspects of Concierge functions in accordance with hotel standards. Maintains a concierge service and management philosophy that serves as a guide to respective staff. Responsible for developing and maintaining the acknowledgment and service of all guests visiting the location. Ensures all departments are aware of all guests’ needs and information prior to arrival that will lead to a unique, memorable and personal stay.

CORE WORK ACTIVITIES

Maintaining Concierge Goals

• Supervises day-to-day operations, ensuring the quality, standards and meeting the expectations of the guests daily.

• Assists in development of specific goals and plans to prioritize, organize, and accomplish work.

• Keeps concierge team 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.

• Establishes 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.

• Confirms repeat and VIP guests are receiving appropriate service and verifies 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.

• Inspects grooming and attire of staff and makes recommendations for immediate rectification of any deficiencies.

Supervising Concierge Team

• Supervises all activities of concierge team and Welcome Ambassadors.

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

• Takes part in building mutual trust, respect, and cooperation among team members.

• Serving as a role model to demonstrate appropriate behaviors.

• Supervises talents and all day-to-day operations. Understands talent duties well enough to perform them in employees' absence.

• Maintains open, collaborative relationships with talent and encourages talent do the same within the team.

• Verifies concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.

• Supervises staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Verifies that regular on-going communication is happening with talent to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.

Ensuring Exceptional Customer Service

• Promotes an atmosphere where concierge and Welcome ambassador team provides services that are above and beyond for customer satisfaction and retention.

• Improves service by communicating and 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.

• Empowers talent to provide excellent customer service.

• Observes service behaviors of talent and provides feedback to individuals.

• Interacts with guests to obtain feedback on quality of product, service levels and overall satisfaction.

• Verifies talent understand customer service expectations and parameters.

Supporting Human Resource Activities

• Supports the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.

• Brings issues concerning employee satisfaction to the attention of the department manager and Human Resources.

• Assists as needed in the interviewing and hiring of talent team members with the appropriate skills.

• Supports a departmental orientation program for talent to receive the appropriate new hire training to successfully perform their job.

• Participates in talent-progressive discipline procedures

Additional Responsibilities

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person.

• Analyzes information and evaluates results to choose the best solution and solve problems.

• Informs and/or updates the executives and 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.

• Working closely together with the Welcome Office Manager and participating in the Welcome Office Handovers and meetings.

CANDIDATE PROFILE

High school diploma or GED; 4 years’ experience as a Concierge or holds les clefs d'or concierge keys.

OR

3-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major.

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.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.