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Form of workConcierge Supervisor
About the Company
Marriott International portfolio of brands includes JW Marriott alongside 29 other Marriott brands. Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed.
JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.
About the role
Start your journey with the JW Marriott Gold Coast Resort & Spa as a Concierge Team Supervisor. Reporting directly to the Chief Concierge, you will be providing our guests with memorable arrival and departure experiences in a fast paced environment, maintain an unwavering commitment to delivering outstanding service and actively engage with the concierge team members and guests.
Critical responsibilities:
- Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
- Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities.
- Answer, record, and process all guest calls, messages, requests, questions, or concerns.
- Contact appropriate individual or department (e.g., Concierge, Housekeeping) as necessary to resolve guest call, request, or problem.
- Review shift logs/daily memo books and document pertinent information in logbooks.
- Ensure that any outstanding requests from the previous day receive priority and are resolved.
- Monitor inventory and order general office supplies.
- Notify Loss Prevention/Security of any guest reports of theft.
- Assist management in hiring, training, scheduling, evaluating, counseling, disciplining, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process.
Successful Candidates will have:
- The ability to anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- A current open QLD driver License
- Outstanding relationship building skills
- Excellent customer service experience
- Confidence and skills to up sell and promote our venues
- Passion for the Hospitality Industry
- Ability to Learn, think and grow and continue to evolve in this role
The Benefits
- Enjoy the benefits of:
- Unlimited strategic development and career opportunities
- Generous accommodation and food and beverage discounts including all properties within the Marriott International group
- Recognition programs to keep you motivated
- The best hotel training opportunities provided
- Wellbeing and mindfulness programs to ensure you stay healthy
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.
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JW Marriott is part of Marriott International's luxury portfolio and consists of more than 100 beautiful properties in gateway cities and distinctive resort locations around the world. JW believes our associates come first. Because if you’re happy, our guests will be happy. JW Marriott associates are confident, innovative, genuine, intuitive, and carry on the legacy of the brand’s namesake and company founder, J.Willard Marriott. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy true camaraderie with a diverse group of co-workers. JW creates 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. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™. In joining JW Marriott, 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.
