Concierge - The Lucan, Autograph Collection Residences

THE FIRST STANDALONE AUTOGRAPH COLLECTION BRANDED RESIDENCES, iconic locale. A new avant garde tailor-made ‘Chelsea boutique’ style of home Rooted in a legacy of exceptional hospitality, The Residences are designed with thoughtful, innovative amenities that elevate your lifestyle. Rich in character, these branded homes reflect the spirit of individual Owners and are equally as unique. Every carefully crafted residence is a true original and defies convention. Own your own gateway to the extraordinary, a home exactly like nothing else.

Concierge Services

• Supply Residence owners/guests with directions and information.
• Understand and assist with Residence owners’ reservation services (HRS).
• 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 behaviour 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).

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates.  We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

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.