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POSITION SUMMARY

Patrol all areas of the property; secure rooms; assist guests with room access. Conduct emergency response drills, daily physical hazard/safety inspections, investigations, interviews, and key control audit. Monitor Closed Circuit Televisions and alarm systems. Authorize, monitor, and document access to secured areas. Assist guests/employees during emergency situations. Respond to accidents, contact EMS or administer first aid/CPR as required. Gather information and complete reports. Maintain confidentiality of reports/documents, release information to authorized individuals. Defuse disturbances in accordance with company policies and procedures. Resolve safety hazard situations. Handle all interruptions and complaints. Escort unwelcome persons from the property. Ensure compliance with alcoholic beverage control laws. Call for assistance using proper code responses. Provide proper paperwork to employees.

Assist management in training, motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. In addition, some states may have additional licensing/registration requirements to be considered for this position. Read and visually verify information in a variety of formats (e.g., small print). Visually inspect tools, equipment, or machines (e.g., to identify defects). Enter and locate work-related information using computers and/or point of sale systems. Move at a speed required to respond to work situations (e.g., run, walk, jog). Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 50 pounds without assistance and objects weighing in excess of 75 pounds with assistance. Grasp, turn, and manipulate objects of varying size and weight, requiring fine motor skills and hand-eye coordination. Move through narrow, confined, or elevated spaces. Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps. Reach overhead and below the knees, including bending, twisting, pulling, and stooping. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education:                               High school diploma or G.E.D. equivalent.

Related Work Experience:      At least 2-years of related work experience.

Supervisory Experience:         At least 1-year of supervisory experience.

License or Certification:          None

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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.

JOB SUMMARY

Responsible 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 PROFILE 

Education and Experience

• High school diploma or GED; 2 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; no prior work experience required

CORE WORK ACTIVITIES

Maintaining Concierge Goals

• Coordinates 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 Service 

• Assists 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 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 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.

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JOB SUMMARY

Manages the daily functions of the department to ensure protection of property assets, associates, guests and property. Maintains logs, certifications and documents required by law and Standard Operating Procedures. Trains staff in established emergency procedures and implements accident and fire prevention procedures. Position focuses on ensuring guest and associate satisfaction while achieving the operating budget.

CANDIDATE PROFILE 

Education and Experience

• High school diploma or GED; 4 years experience in the security/loss prevention or related professional area.

OR

• 2-year degree from an accredited university in Criminal Justice or related major; 2 years experience in the security/loss prevention or related professional area.

CORE WORK ACTIVITIES

Managing Security/Loss Prevention Operations

• Assists the Director of Engineering in administering fire prevention programs and emergency preparedness.

• Conducts hazard and risk assessments at the property to include quarterly OSHA/SAFETY audits, incident tracking, and the hazard abatement process.

• Develops detailed "shut down" procedures for the property to ensure that all areas are secured at the appropriate times.

• Comply with applicable federal, state and local law and safety regulations.

• Follow proper key control guidelines in loss prevention and in the property.

• Develop a monthly checklist for all cctv equipment, alarmed doors, and duress alarms to ensure that they are fully functional.

• Incorporate into patrols, which encompass all areas of the property's interior and exterior, an inspection tour of recording system.

• Follow Duty of Care process for the protection of guests and associates.

• Follows up on all unusual activities in and around the property that would impair the well being of guests and associates.

• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.

• Implements action plans to monitor and control risk.

• Monitors all unusual activities in and around the property that would impair the well being of guests and associates.

• Oversees all loss prevention operations to include but not limited to patrol process, emergency response, investigations (initial & follow up) for all guest and associate related incidents, shipping and receiving process (makes recommendations for improvement), electronic key system and manager on duties responsibilities.

• Oversees and guides the efforts of the Accident Prevention Committee.

• Oversees first aid program for guests and associates.

• Oversees the claims process and protects company assets by closely monitoring the General Liability and Worker's Compensation cases.

Leading Security/Loss Prevention Teams

• Communicates the importance of safety procedures, detailing procedure codes, ensuring associate understanding of safety codes, monitoring processes and procedures related to safety.

• Emphasizes teamwork, close working relationships with other departments and assertive hospitality to serve as a deterrent to crime.

• Encourages and builds mutual trust, respect, and cooperation among team members.

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

• Provides an open door policy.

• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

• Provides personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.

• Serves as a role model to demonstrate appropriate behaviors.

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

Ensuring Exceptional Customer Service

• Meet quality standards and customer expectations on a daily basis.

• Identifies the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.

• Inspects and critiques the performance of the loss prevention department to establish and maintain a high level of professionalism and customer service.

• Provides services that are above and beyond for customer satisfaction and retention.

Conducting Human Resources Activities

• Completes associate performance reviews in a timely manner.

• Enforces brand Standard Operating Procedures through documentation efforts.

• Train all associates on the four parts of OSHA.

• Train all new hires on loss prevention policies and procedures.

• Establishes a training program to routinely train the loss prevention department and other property departments on topics related to safety and security.

• Oversees all investigations for incidents related to both guests and associates.

• Trains officers to ensure that they report and document all safety hazards and improper lighting to the appropriate departments through the property work order system.

Additional Responsibilities

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

• Develops liaison with local law enforcement and emergency services.

• Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.

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

Be

begin

belong

become

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.