Welcome to Checking In, our feature that spotlights fascinating associates across the company and globe. Today, Heart of the House checks in with Rosane Lucas, Chief Concierge at the JW Marriott Hotel Rio de Janeiro. Rosane was recently recognized with the 2016 Marriott Award of Excellence, the company’s most prestigious honor.
Putting aside the official job description, please describe what you do at the hotel.
I created and currently lead the concierge team. When I arrive at work, I say to myself, “Who am I going to make happy today?”
Where are you originally from?
I was born in Rio de Janeiro and have lived here my entire life.
How did you get started in the hospitality industry?
I started as a tour guide and was an ambassador for Rio de Janeiro. Being a guide made me very passionate about my city. I loved sharing my knowledge with visitors from around the world. In return, I learned about different languages and cultures. I joined JW Marriott Rio de Janeiro in 2003 as a contractor, and was brought on full-time in 2005 as a guest relations agent.
Can you give us some examples of how you lead the concierge team?
I treat my associates like family and lead by example. I have helped pay for medicine and school tuition for our associates’ children. I encourage my team members to create problem-free stays for our guests. We have a simple principle — take on a challenge and transform it into guest satisfaction.
How do you give back to your community?
I enjoy volunteering and making a difference in the lives of others. It comes from the heart. I helped mentor 10 at-risk high school graduates as part of the Youth Career Initiative. Once the program was over, I helped them all secure jobs at either our property or another hotel. Additionally, I am the chairwoman of the Brazilian Concierges Foundation and an honorary member of Les Clefs d’Or Association. I volunteer with many local organizations that help children and families in need.
Can you tell us more about your blog?
I created my blog, “Rosane Lucas Tips and Advice,” to share personal stories, career tips and advice. My goal is to inspire others who are interested in the concierge profession.
What do you love most about Rio?
The people. The people here, including myself, take great pride in being “carioca.” Locals are known for their warmth and friendliness.
How do you spend your free time?
Currently, I am working on a book. Similar to my blog, I want to inspire the concierges of the future and share my personal art of service with the world.