Guest Experience Expert (Консьерж)

Company description

Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed. With 5,700 properties, you’ll find us in your neighborhood and in more than 110 countries across the globe.

Hotel description

Situated on the river banks of Essil, in the heart of Astana's Central Park and in the center of the Diplomatic district, The St. Regis Astana has opened its doors to the guests.

120 sumptuous guest suites feature a unique identity of discreet luxury. The hotel will embrace a specialty grill restaurant where guests enjoy an unrivaled service and sample the best ingredients or indulge in the flawless luxury of Iridium Spa after a long day of captivating city impressions or business meetings.

POSITION PURPOSE

• To assist guests with Concierge services including entertainment/dining bookings, sending and receiving courier packages and directing guests within and outside of the Hotel. To answer guest questions and resolve guest problems

ESSENTIAL FUNCTIONS

• Make bookings for Concierge Services as requested by guests
• Advise guests on local area (tourism or business locations, sights or events)
• Welcome guests and direct them to Reception
• Know regular guest names and requirements
• Accurate knowledge of hotel facilities and services
• Answer guest questions and resolve guest problems
• Promote the Hotel generally
• Know the names, functions and locations of the Management Team
• Ensure that guests receive their messages and faxes promptly
• Assist with guest luggage when required
• Be aware of daily functions, events, VIP and group arrivals
• To carry out any other duties as required

SUPPORTIVE FUNCTIONS

• Ensure full liaison with other members of the team
• Strong communication with other departments, especially Reception
• Strong relationship with guests and internal customers
• Communication with Front Office Manager

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

• Must be able to speak, write and converse freely in English
• Must be able to speak, write and converse freely in the language spoken in the area
• Must be able to speak in one additional language other than the first two
• Must be able to lift heavy luggage
• Must be able to stand 8hrs a day while maintaining a smile and positive attitude
• Must be proactive

QUALIFICATION STANDARDS

• Education:
  • High school or equivalent education required. Additional hospitality or butler training preferred.
• Grooming
  • All employees must maintain a neat, clean and well-groomed appearance per Marriott standards.

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.