An inspiring career awaits you! 
 
The Kessler Collection is a portfolio of luxury boutique hotels, unique restaurants and experiences with a Bohemian twist. The collection's captivating hotels feature curated art, original music, unique architecture and stories around every corner, all located in destinations people want to be. Our mission of inspiring places, intuitive service, and exuberant guests means we are committed to our Grand Performers learning, development, and well-being. We believe people want to be inspired!

Grand Performers may enjoy a range of benefits, including:

• Marriott Employee Discounts Worldwide
• Competitive Wage & Discretionary Bonus Program
• Medical, Dental, Vision Insurance
• Company-Sponsored Life Insurance
• Short & Long-Term Disability Insurance
• Tuition Reimbursement Program
• 401(K) with Discretionary Company Matching Contributions
• Employee Assistance Program

Job Summary

The overall objective and purpose of the Lead Concierge position is to provide assistance to guests in order to enhance their overall experience inthe Executive Lounge. The incumbent is responsible for providing information on area attractions, dining, activities and events, coordinating reservations and executing front desk and executive lounge related responsibilities. They are to provide the highest level of service in support of the mission, core values, standards and goals established by the company.

Standards & Culture

Individuals must serve as a cultural ambassador by upholding and promoting our standards.

• Image & Presence: Our team is sophisticated and purposeful in their communication and body language.
• Service: Intuitive. Our team inspires the guest (and Grand Performer) experience with warmth and deliberate elegance.
• Performance: Extraordinary. Our team rises to outperform and consistently be at our best for even better.

Core Responsibilities 

Primary areas of responsibility include, but are not limited to the following:

• Greet and interact withinternal and external guests in a genuine warm and friendly manner using professional and Kessler standard nomenclature
• Maintain the integrity of the guests' privacy, including confidentiality of personalinformation.
• Maintain knowledge of hotel amenities, features and hours of operation.
• Maintain updated information regarding area attractions, local events, activities and services
• Demonstrate effective sales techniques to upsell hotel's amenities and products
• Establish relationships with the community and vendor partners
• Coordinate and track reservations. Follow up with guests and provide confirmations
• Prepare welcome letters and complete amenity forms for packages and amenity requests
• Notify guests of messages and record them legibly and completely
• Respond promptly to questions, concerns and special requests. Fallow-up to ensure the guest is satisfied
• Log guest requests and concerns according to the standard operating procedure. Communicate with departments in a timely manner
• Solve problems proficiently
• Maintain the integrity of Company proprietary information and protect Company assets
• Maintain complete knowledge in the use of all office equipment, property management systems and access according to specifications
• Maintain complete knowledge and comply with company policies and procedures
• Maintain neat, clean and professional appearance according to standards
• Follow all company safety and security policies and procedures. Report accidents, injuries and unsafe conditions
• Supervise Frant Office Grand Performers, ensuring the execution of KQA and BSA standards.
• Provide hands- on training and continuous coaching to subordinates, supervising the execution of service related tasks to assist in the efficient and professional operation of the Front Office and Executive Lounge.
• Maintain the integrity of our guests' privacy, including confidentiality of personal information, as well as key control
• Maintain complete knowledge and ensure compliance of company policies and standard operating procedures.
• Plan and organize daily shifts
• Effectively delegate tasks and responsibilities to subordinates, audit work for accuracy and monitor outcomes
• Ability to perform all Front Office and Executive Lounge related tasks
• Train, mentor, and develop Grand Performers to the standards of a world class propertyand intuitive service experience
• Assist in developing leaders and bench strength through the implementation of the Job Coach program
• Have a thorough knowledge of product,including room types, amenities, services and brand standards
  
• Stayinformed of sales strategies, packages, promotions and discounts, and understand the impact on other departments
• Conduct interviews and give feedback on candidates.
• Assists with corrective action to continuously improve service results.
• All other duties as assigned, planned or un-planned

Knowledge, Skills, and Abilities

To perform this role successfully, an individual must have experience achieving desired result(s) in their areas of responsibility. The requirements listed below are representative of observable behaviors and essential knowledge, skill, and abilities required of a successful incumbent.

• Ability to perform all concierge-related tasks and proficiently use job-related software, propertymanagement systems and office equipment
• Ability to remain calminvarious situations, use sound judgement and effectively solve problems
• Ability to read and interpret documents such as safetyrules and procedural manuals
• Ability to calculate figures and amounts such as discounts, commissions, upgrades and percentages
• Leads with courage - Provides a culture of accountability.
• Execution of plans - Utilizes our systems, tools and resources to accomplishresults and achieve goals
• Advanced level of written, verbal, and interpersonal communicationskills.
• Ability to implement and uphold service standards
• Ability to prioritize and organize work assignments
• Ability to work wellin stressful, high-pressure situations
• Comprehensive knowledge of the local area

Key Partnerships:

To perform this role successfully, an individual must cultivate successfulrelationships withthe following individuals to achieve alignment and support.

• PropertyLeadership
• Front Office Team
• F&B Team

Supervisory Responsibilities

Supervisory and leadership responsibilities include achieving results through providing direction and accountability of the following Grand Performers within the culture and policies established by the Kessler Collection. 

• Front Desk Agents
• Telephone Operators
• Guest Service Agents
• Executive Lounge Concierge

Minimum Qualifications

Education, License, Certifications, Experience

• Bachelor’s degree in Business or related training equivalent - required
• 1+ years of relevant work experience in similar scope and title – required
• Experience within luxury brand/markets - required
• Student or graduate of hotel management – required

Work Environment

The work environment/conditions described herein are representative of those that an incumbent may experience.

• Must be comfortable working in a shared space, with constant noise, without the use of a private office.
• Must be able to cope with frequent changing priorities and deadlines with a high degree of optimism, professionalism & collaboration.
• Schedules may vary from week to week based on business demands in excess of 40 hours with or without notice.

Physical Demands

The physical demands described herein are representative of those that must be met by an incumbent to successfully perform the essential functions of this job. *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions & physical demands of this role.

• Standing & walking the duration of the shift.
• Able to lift heavy plates laden with food and room service trays containing multiple plates, glasses, silverware, etc. Lifting requirements of up to 20 pounds.
• Must be able to push a room service cart laden with several room service orders.
• Working in kitchen on tiled flooring; kitchen conditions maybe hot; floor maybe slippery(appropriate footwear required).
• Direct contact with guests, managers and employees.
• Occasional environmental exposures to cold, heat and water.