Concierge

Philadelphia, PA, USA|Remote

Job Overview

Employment Type

Full-time

Benefits

Health Insurance

Paid Time Off

Retirement Plan

Employee Discounts

Training and development opportunities

recognition programs

Holistic wellness initiatives

Job Description

Marriott International is a globally renowned hospitality company that operates a vast portfolio of hotels and resorts, delivering exceptional guest experiences through quality service and innovative hospitality solutions. Among its prestigious brands is JW Marriott, a luxury division comprising over 100 exquisite hotels located in prominent cities and prime resort locations around the world. JW Marriott is dedicated to not only providing unparalleled guest experiences but also fostering a thriving, positive work environment where employees are valued and supported. The company’s philosophy emphasizes placing employee wellbeing at the forefront, recognizing that happy employees translate directly into satisfied guests, a principle known as The JW Treatment™. This commitment to excellence in employee care creates a dynamic community of trusted, innovative, and genuine associates who uphold the legacy of J. Willard Marriott, the founder of the company. JW Marriott offers its employees exceptional opportunities for training, development, and recognition while encouraging a culture of camaraderie within a diverse workforce. Employees at JW Marriott have the chance to pursue their passions within a luxury atmosphere that promotes holistic wellbeing, all while contributing to the delivery of outstanding hospitality services.

This job opening is an exciting opportunity within the Rooms & Guest Services Operations category at the Marriott located at 1201 Market St, Philadelphia, Pennsylvania. It is a full-time, non-management position centered on providing excellent guest service and operational support within a luxury hotel environment. The role demands a high level of professionalism, clear communication skills, and an eagerness to assist and anticipate guest needs. Responsibilities include handling special service requests such as transportation, reservations, and laundry services by coordinating with appropriate vendors and departments to ensure smooth execution. The position also involves managing communication by processing guest calls, messages, and inquiries, maintaining logs and records of employee shifts and memos, and ensuring the club lounge area is well-managed in terms of seating availability, service quality, and guest safety. The employee is expected to report accidents or unsafe conditions, participate in safety trainings, and comply with company policies and standards related to personal appearance, confidentiality, and asset protection. This role plays a crucial part in welcoming guests, proactively attending to their needs, assisting guests with disabilities, and maintaining positive guest relations in accordance with Marriott's service standards. Working at JW Marriott means being part of a global team committed to quality assurance and maintaining the hallmark hospitality experience guests expect. This position requires standing, walking, or sitting for extended periods and the ability to move light objects as necessary. By joining JW Marriott in this capacity, you will embark on a fulfilling career path where you will contribute to memorable guest experiences and grow professionally within a respected luxury hospitality brand.

Job Requirements

High school diploma or equivalent
Ability to stand, sit, or walk for extended periods
Ability to move or lift objects up to 10 pounds
Strong communication skills
Customer service orientation
Ability to follow company policies and procedures
Willingness to work full time
No supervisory experience required
No prior related experience required
Ability to work in a luxury hospitality environment

Job Qualifications

High school diploma or equivalent such as General Educational Development (GED)
No prior related work experience required
No supervisory experience required
Ability to communicate clearly and professionally
Excellent customer service skills
Capacity to work as part of a team
Basic computer literacy
Ability to handle multiple tasks efficiently
Positive attitude and adaptability
Commitment to company standards and quality assurance

Job Duties

Attend to special requests by guests such as transportation, reservations, and laundry services by arranging or identifying appropriate vendors
Handle special requests from guests with exceptional needs and follow up to ensure satisfaction
Gather, summarize, and provide information to guests about the hotel and neighboring area amenities, including events and special activities
Attend, record, and process all guest calls, messages, requests, inquiries, or concerns
Contact the appropriate person or department such as Bellman or Housekeeping to resolve guest calls, requests, or problems as needed
Review employee shift logs and daily memo books, documenting pertinent information in records
Monitor seating availability, service, safety, and guest wellbeing in the club lounge
Report accidents, injuries, and unsafe working conditions, participate in safety training, and obtain safety certifications
Comply with company policies and procedures, maintain a neat, professional appearance, protect proprietary information, and safeguard company assets
Welcome and recognize all guests according to company standards, anticipate and fulfill their service needs, assist guests with disabilities, and express genuine appreciation
Communicate clearly and professionally with others, prepare and review accurate written documents, and handle phone calls following proper protocol
Cultivate and maintain positive working relationships, support the team to achieve common goals, and appropriately address coworkers' concerns
Adhere to quality assurance standards
Stand, sit, or walk for prolonged periods during the work shift
Move, lift, or transport objects weighing up to 10 pounds
Perform other reasonable job duties as assigned by supervisors