Chief Concierge

Join to apply for the Chief Concierge role at The Ritz-Carlton Hotel Company, L.L.C. 6 days ago Be among the first 25 applicants Join to apply for the Chief Concierge role at The Ritz-Carlton Hotel Company, L.L.C. Get AI-powered advice on this job and more exclusive features. Additional InformationJob Number Job Category Rooms & Guest Services OperationsLocation The Ritz-Carlton Hong Kong, International Commerce Centre, Hong Kong, Hong Kong, China,VIEW ON MAPSchedule Full TimeLocated Remotely? NPosition Type ManagementJob SummaryResponsible for supporting 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. Assists in developing and maintaining the acknowledgment and service of all guests visiting the location. 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.CANDIDATE PROFILEEducation And Experience High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area. OR2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; no prior work experience required CORE WORK ACTIVITIESMaintaining Concierge GoalsCoordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. 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 department’s 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, 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. 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 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. Encourages and building mutual trust, respect, and cooperation among team members. Serving as a role model to demonstrate appropriate behaviors. 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 ServiceAssists 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 ResponsibilitiesProvides 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 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. 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.At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world’s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.In joining The Ritz-Carlton, 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. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Other Industries Hospitality Referrals increase your chances of interviewing at The Ritz-Carlton Hotel Company, L.L.C. by 2x Sign in to set job alerts for “Head Concierge” roles. Assistant Front Office Manager / Guest Services Manager - The Langham, Hong Kong Kowloon City District, Hong Kong SAR 2 weeks ago Manager / Assistant Manager, Insurance Distribution Support Specialist (Premium Financing) Concierge Assistant (Bell / Door Attendant) Senior Spa and Wellness Concierge / Spa and Wellness Concierge Business Concierge Officer (1-year contract) Host-Concierge, Guest Services Center ,Front Office, Grand Club-Grand Hyatt Shenzhen Concierge Officer (Customer Service & Travel) New Territories, Hong Kong SAR 3 weeks ago Host-Concierge, Guest Services Center ,Front Office, Grand Club-Grand Hyatt Shenzhen We’re unlocking community knowledge in a new way. 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