Concierge (fixed term contract)

About the Company

Marriott International portfolio of brands includes JW Marriott alongside 33 other Marriott brands. Marriott International is the world’s leading global hospitality company, with more brands, more hotels and more opportunities for associates to grow and succeed. 

JW Marriott is part of Marriott International's luxury portfolio and consists of more than 135 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. It’s as simple as that. Our hotels offer a work experience unlike any other, where you’ll be part of a community and enjoy a true camaraderie with a diverse group of co-workers. JW creates opportunities for training, development, recognition and most importantly, a place where you can really pursue your passions in a luxury environment. Treating guests exceptionally starts with the way we take care of our associates. That’s The JW Treatment™.

About the role

Start your journey with the JW Marriott Gold Coast Resort & Spa as a Concierge Porter. Reporting to the Chief Concierge, you will be providing our guests with memorable arrival and departure experiences in a fast-paced environment. First impressions are everything. When guests arrive at our hotels, we want that impression to be memorable. The same goes for departures. When guests leave, we want them to go with a smile and a feeling that we were there for them throughout their stay. We want to build an experience that is memorable and unique from start to finish. Our Concierge takes the initiative to deliver a wide range of services that guide guests through their arrival and departure experiences. They are empowered to move about their space and do what needs to be done. 

Critical responsibilities: 

• Actively listen and respond positively to guest questions, concerns, and requests to resolve issues, delight, and build trust.

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

• 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.

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

• Engage guests in conversation regarding their stay, property services, and area attractions/offerings, including social media where appropriate.

• 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). 

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

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

• Stay up to date on the local area so that you are prepared to provide specific recommendations for guests.

• Communicate recommendations in a way that builds excitement and interest among guests and associates.

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

• Tag, store, and retrieve luggage from luggage storage, providing guests with proper claim tickets for their luggage. 

Successful Candidates will have:

• A genuinely warm & welcoming demeanour

• A driver QLD licence

• Excellent communication skills

• Availability to work weekends and night shifts

• A passion for the industry, a want to be the best in service - and the best in lifestyle

• A warm, people-oriented demeanour

• A team-first attitude

• A gift for paying attention to the smallest detail

• RSA

The Benefits 

• Enjoy the benefits of:

• Unlimited strategic development and career opportunities

• Generous accommodation and food and beverage discounts including all properties within the Marriott International group 

• Recognition programs to keep you motivated 

• The best hotel training opportunities provided

• Wellbeing and mindfulness programs to ensure you stay healthy