POSITION SUMMARY
Respond to Residence owners’ and their guests’ requests for visitor information, special arrangements, or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers. Reinforce and follow the job specific protocols as outlines in Autograph Collection Residences Standard Operating Procedure Manual. Monitor Closed Circuit Televisions, perimeter alarm system, duress alarms, and fire life safety system. Lock property entrances when required. Serve as overnight Residences Concierge and Loss Prevention representative as needed. Maintain coverage of Concierge area by assisting with the breaks of the Concierge team. Respond to special requests from Residence owners and their guests with unique needs and follow up to promote satisfaction. Answer, record, and process all calls, messages, requests, questions, or concerns. Contact appropriate individual or department (e.g., Engineer, Bellperson, Housekeeping) as necessary to resolve call, request, or problem. Review and document all incidents in the logbooks and report to the next shift. Escort any unwelcome persons from the property without interrupting the orderly flow of property operation. Report to scenes of vehicle accidents/thefts. Call for assistance using proper code responses. Perform Lobby Ambassador tasks.
Report any incidents, accidents, injuries, and unsafe work conditions to Residences General Manager and complete safety training and certifications. Follow all company policies and procedures, ensure uniform and personal appearances are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepares and review written documents accurately and completely, and answers telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested. Adhere to the highest standards of service excellence.
CRITICAL TASKS
Concierge Services
- Supply Residence owners/guests with directions and information.
- Understand and assist with Residence owners’ reservation services (ONVIA).
- Assist with scheduling of the elevator for move-in/out for Residence owners/tenants.
- Assists with Bell/valet services for Residence owners when requesting for their vehicles.
- UK Driving License: A valid UK driving license is compulsory for this position.
- Security License: While not mandatory, having a security license is preferable and will be considered an advantage.
- Respond to and coordinate Residence owner, guest, and visitor requests for special arrangements or services (e.g., babysitting, business center services, dry cleaning, financial services, flowers, interpretation services, mailing, notary, repairs, religious services, reservations, spa services, entertainment/sporting events, shopping) by making arrangements with designated vendors or identifying appropriate providers according to departmental standards.
- Arrange transportation (e.g., taxi cab, shuttle bus) for Residence owners/guests/visitors, and record advance transportation request as needed.
- Maintain coverage of Concierge area by assisting with the breaks of the Concierge team.
- Respond to special requests from Residence owners/guests with unique needs.
- Contact appropriate individual or department (e.g., Bellperson, Housekeeping, Engineering, and Security/Loss Prevention) as necessary to resolve call, request, or problem.
- Gather, summarize, and utilize information about all third-party vendors who may assist in repairing the residence owners’ units.
- Monitor and maintain that all service agreements are signed by the Residence owners, work orders are in place and uploaded into system (e.g., Buildinglink) and proof of insurance is up to date and in the Residence owners’ files.
- Monitor and maintain the cleanliness of the lobby and work areas.
- Announce all visitors, contractors, decorators, realtors etc. to Residence owners before allowing them to go up and permit access to only authorize visitors.
- Provide proper documentation and visitor passes.
- Monitor and maintain the cleanliness of the lobby and work areas.
Surveillance/Patrol
- Monitor Closed Circuit Televisions (CCTV), perimeter alarm system, duress alarms, and fire life safety system so that any unusual behavior or emergency situation is dispatched to appropriate personnel for investigation and record.
- Act as dispatcher when necessary.
- Lock property entrances during designated times.
Incident/Emergency Response
- Respond to the scene of residence owner /guest/employee accidents and determine if emergency aid is required.
- Administer first aid/CPR to residence owner/ guests/employees as required.
- Assist residence owners/ guests/employees during emergency situations, such as fire, evacuation, flood, severe weather, bomb threat, robbery, natural disasters, etc.
- Notify manager/supervisor, local police, or other appropriate individuals in the event of accidents, attacks, or other incidents.
- Communicate specified information regarding accidents to EMS/medical personnel as required.
- Defuse disturbances/altercations in accordance with company policies and procedures, including summoning appropriate authorities if necessary, and documenting incident.
- Respond to domestic problems with Residence owners/guests and call for outside assistance if necessary.
- Complete incident reports to document all Security/Loss Prevention related incidents such as theft, accidents, physical hazards, and fire alarms.
- Handle business interruptions and complaints, such as suspicious individuals, civil disturbances or demonstrations, noise complaints, intoxicated individuals, etc.
- Resolve safety hazard situations.
- Escort any unwelcome persons (e.g., trespassers, loiterers) from the property without interrupting the orderly flow of property operation.
- Report to scenes of vehicle accidents/thefts and document all required information.
- Call for assistance using proper code responses.
Residence Owners Relations
- Address service needs in a professional, positive, and timely manner.
- Welcome and acknowledge each and every Residence owner and guest with a smile, eye contact, and a friendly verbal greeting, using names when possible.
- Anticipate service needs, including asking questions to better understand needs and watching/listening to preferences and acting on them whenever possible.
- Actively listen and respond positively to questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- Document all requests/complaints and communicate such to appropriate personnel for proper handling.
- Complete preference forms and implement in the system (e.g., GXP & BuildingLink) and follow up on any changes.
- Assist other employees to maintain proper coverage and prompt service.
- 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).
Documentation/Reporting
- Legibly complete requisition for additional supplies/materials and submit to Residence General Manager.
- Maintain updated resource materials on all vendors and information to accommodate requests.
- Legibly document maintenance needs on work orders, implementing them into system (e.g., Buildinglink) and submit to Residence General Manager.
- Legibly document all pertinent information in log(s). Monitor and update log book(s) through the shift.
- Accept, document and distribute packages.
- Accept document and distribute dry-cleaning and any other items received for the Residence owners.
- Monitor, send, and distribute faxes.
- Complete and monitor all Residence Owners profiles in system (e.g., GXP).
Communication
- 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.
- Speak to Residence owners, guests and co-workers using clear, appropriate and professional language.
- Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to maintain accuracy and completeness.
- Receive persons entering the property by greeting them, determining nature and purpose of their visit, announcing them to the Residence owners and directing or escorting them to specific destinations.
- Review proper documentation from vendors and adhere to the procedures of handling keys of their units
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- Participate in daily line-up!
Working with Others
- Handle sensitive issues with employees, Residence owners, and/or guests with tact, respect, diplomacy, and confidentiality.
- Support all co-workers and treat them with dignity and respect.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
Quality Assurance/Quality Improvement
- Participate in meetings regarding QA audit and Operational Excellence.
- Comply with quality assurance expectations and standards.
- Participate in the monthly departmental meetings
- Participate in the Action plans for the Residence Owners engagement survey.
Physical Tasks
- Stand, sit, or walk for an extended period of time or for an entire work shift.
- Assist with the entrance for Residence owners by opening the doors and participate in the Lobby Ambassador program.
- 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.
Safety and Security
- Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Report any incident related to the Residence owners and any other guest/vendor to the Manager/Director of Residences.
- Follow company and department safety and security policies and procedures to maintain 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 Residence owners/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 in accordance with company policies and procedures.
- Perform other reasonable job duties as requested.
CRITICAL COMPETENCIES
Interpersonal Skills
- Customer Service Orientation
- Team Work
- Interpersonal Skills
- Diversity Relations
- Adaptability/Flexibility
Communications
- Communication
- Listening
- Telephone Etiquette Skills
- Applied Reading
- English Language Proficiency
Personal Attributes
- Positive Demeanor
- Presentation
- Integrity
- Dependability
- Adaptability/Flexibility
Organization
- Multi-Tasking
- Time Management
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 1 year of related work experience.
Supervisory Experience: No supervisory experience.
The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, 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.
