Req # 3554BR
Job Title Concierge
Position Type Full Time - Regular
Location Name Napa Valley Marriott Hotel & Spa
Why Us Brilliant Experiences, created by Brilliant People. Join our award-winning team at the Napa Valley Marriott Hotel & Spa and achieve your personal and professional goals with the best hospitality team in the North Bay. Our core values of service, integrity, team spirit, innovation, professional growth, improvement, quality standards and community impact differentiates us from our competitors. Our focus on creating brilliant experiences, one guest at a time, has driven a culture of constant improvement, making the property the perfect fit for any talented applicant.
Provide information concerning the hotel and the city to the guests and service their immediate needs as thoroughly as possible. Create unique experiences for our guests in the market that create guest loyalty and support overall service experience.
Dealing with Ambiguity
Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
Genuinely cares about people; is concerned about their work and non-work problems; is available and ready to help; is sympathetic to the plight of others not as fortunate; demonstrates real empathy with the joys and pain of others.
Is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis.
Relates well to all kinds of people – up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
Requires knowledge of hotel policies, procedures and services. Ability to communicate in English. Second language is desirable. Ability to achieve positive guest relations and maximize guest satisfaction.
Excellent hearing required to communicate in person and on telephone frequently. Moderate vision required to set-up food display. Understand recreational information. Excellent speech communication skills required for continual interaction with guests. Frequent use of phone. Excellent comprehension and literacy required to make reservations for guest recreation.
Lifting of food and beverages on and off carts 15% of time, 20 lb. maximum. Pushing/pulling small cart. Bending and possibly kneeling required to set up/break down breakfast and/or hors d'oeuvres. Mobility -able to move food and beverages from kitchen up to Concierge Lounge in the elevator (round trip). Continuous standing 10% of time -communicating with guests. Sitting 40% of time, making reservations, dispensing information
High school education or equivalent experience.
One year previous customer service related experience.
Chemicals/Agents used: Furniture polish, window cleaner. Operate telephone, vacuum cleaner, dishwasher, chafing dish and Sterno, 20% of time.
Work inside 95% shift.
We are proud to be an EEO/AA employer M/F/Disabled/Veterans. We maintain a drug-free workplace and perform pre-employment substance abuse testing.