Luxury Guest Experience Director

1 week ago

Mumbai, Maharashtra, India AccorHotel Full time

Accor Hotel is seeking an experienced Luxury Guest Experience Director to join our team.

Estimated Salary: $85,000 - $110,000 per annum.

This role requires a seasoned professional with expertise in creating exceptional guest experiences. The successful candidate will lead the Concierge team in delivering unparalleled service and personalized recommendations to guests.

Key Responsibilities:

  • Lead and Manage Team: Lead the Concierge team to ensure exceptional guest service delivery and satisfaction.
  • Develop Operating Procedures: Develop and implement standard operating procedures for the Concierge department ensuring consistency in service delivery.
  • Local Knowledge: Maintain a deep knowledge of local attractions, restaurants, transportation options, and other points of interest to provide personalized recommendations and assistance to guests.
  • Guest Inquiries: Handle guest inquiries, requests, and complaints promptly and professionally ensuring resolution to the guests' satisfaction.
  • Relationship Building: Build and maintain strong relationships with local businesses and service providers to enhance the guest experience and secure special arrangements or services for guests.
  • Desk Operations: Oversee the Concierge desk operations including staffing, scheduling, and training to ensure high performance and efficiency.
  • Service Standards: Monitor and maintain guest service standards continuously seeking opportunities for improvement and innovation.
  • Collaboration: Collaborate with other departments such as Front Office, Sales, and Food & Beverage to coordinate guest services and enhance the overall guest experience.

Qualifications:

  • Degree: Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
  • Experience: Minimum of 5 years of experience in a similar role preferably in a luxury hotel environment.
  • Leadership Skills: Strong leadership and managerial skills with the ability to inspire and motivate a team.
  • Communication Skills: Excellent communication and interpersonal skills with the ability to build rapport and establish trust with guests and colleagues.
  • Knowledge: Deep knowledge of local attractions, amenities, and services with a passion for delivering personalized guest experiences.
  • Problem-Solving: Proven problem-solving skills and ability to handle difficult situations with tact and diplomacy.
  • Organizational Skills: Strong organizational and multitasking abilities with attention to detail and a commitment to excellence.
  • Computer Proficiency: Proficiency in relevant computer applications including MS Office and hotel management systems.
  • Certification: Certification from Les Clefs d'Or or equivalent preferred.

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