Marriott Jobs

Additional Information EU Nationality or work permit for the Czech Republic needed

Job Number 24042631

Job Category Rooms & Guest Services Operations

Location W Prague, Vaclavske namesti 826/25 Praha 1, Prague, Czech Republic, Czech Republic

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. With us, there’s always more. We dare to deliver a different kind of luxury. One that revels in bold ideas and indulges in the unexpected. We believe luxury is the freedom to be yourself and explore desires: whatever, whenever. Let go, let loose - that’s half the fun.

Our target consumer is The Connector. Our guests are curious, charismatic, free-spirited, and magnetic. They are the spark that makes it happen. The ones who never stop exploring, pulled to the energy of people and places. True to themselves and open to everything. They make the world their own. They bring the crowd together.

W Prague will feature 161 rooms and suites, a rooftop bar and an outdoor terrace, the perfect location for style-savvy locals and guests to enjoy sweeping cityscape views and a fabulous cocktail and culinary experience. The hotel will feature the W Lounge, the brand’s spin on the hotel lobby, along with several restaurants and bars and some ultra-modern event space. In addition, guests are invited to experience the indoor WET pool deck, FIT fitness center and AWAY Spa. Throughout the hotel, the brand’s unique Whatever/Whenever service is always available, delivering whatever they want, whenever they want it.

W is a destination, more than a hotel. An iconic lifestyle brand, offering guests unprecedented insider access to a world of “Wow” through contemporary cool design, fashion, nightlife, celebrities, and entertainment.

JOB SUMMARY

The Concierge position at the property is pivotal in providing unparalleled guest experiences. Responsibilities include curating personalized services, offering recommendations, and assisting with guest requests. Serving as a central point of contact for information and assistance, the Concierge collaborates seamlessly with various departments to ensure guests' needs are met. The role demands exceptional interpersonal skills, local expertise, and a commitment to elevating the hotel's standard of hospitality.

CORE WORK ACTIVITIES

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

• Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.

• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

• Maintain awareness of undesirable persons on property premises.

Policies and Procedures

• Protect the privacy and security of guests and coworkers.

• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

• Maintain confidentiality of proprietary materials and information.

• Follow company and department policies and procedures.

• Protect company tools, equipment, machines, or other assets by company policies and procedures.

• Perform other reasonable job duties as requested by Supervisors.

Concierge Services

• Respond to guest/resident requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business center services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers.

• Respond to special requests from guests with unique needs.

• Gather, summarize, and utilize information about the property and the surrounding area amenities, including special events and activities.

• Familiarizes with day-to-day operations, ensuring the quality, standards and meeting the expectations of the guests daily.

• Assists in development of specific goals and plans to prioritize, organize, and accomplish work.

• Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

• Establishes 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.

• Confirms repeat and VIP guests are receiving appropriate service and verifies their requests are carried out.

• Responds to emergency situations using appropriate procedures.

• 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.

• Arrange transportation (e.g., taxi, shuttle bus) for guests/residents/visitors, and record advance transportation request as needed.

• Contact appropriate individual or department (e.g., Welcome Ambassador, Welcome Office, Style, Engineering, Security/Loss Prevention) as necessary to resolve guest call, request, or problem.

• Supply guests/residents with directions and information regarding property amenities, services, and hours of operation, and local areas of interest and activities

• Thank guests with genuine appreciation and provide a fond farewell.

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

• Welcome and acknowledge each guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

• Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

• Address guests' service needs in a professional, positive, and timely manner.

• Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.

• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).

• Assist other employees to ensure proper coverage and prompt guest service.

Communication

• Speak to guests and co-workers using clear, appropriate and professional language.

• Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.

• Talk with and listen to other talents to effectively exchange information.

• Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

• Exchange information with other talents using electronic devices (e.g., cell/mobile phones, earpieces, pagers and two-way radios, email).

Working with Others

• Support all co-workers and treat them with dignity and respect.

• Develop and maintain positive and productive working relationships with other employees and departments.

• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

• Partner with and assist others to promote an environment of teamwork and achieve common goals.

Physical Tasks

• Stand, sit, or walk for an extended period of time or for an entire work shift.

• Enter and locate work-related information using computers and/or point of sale systems.

• Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

• Assisting with Guest luggage delivery and car parking Welcome Ambassadors when is necessary.

CANDIDATE PROFILE

• High school diploma/G.E.D. equivalent

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.

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, 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.