Executive Concierge
5 days ago
Job Overview
We are seeking a highly skilled Executive Concierge to join our team at Accor. As a key member of our hotel staff, you will be responsible for providing exceptional guest service and ensuring that every stay is memorable.
Key Responsibilities
- Supervise and guide a team of Bell men to ensure adherence to hotel policies and procedures.
- Train Bell men on luggage delivery and guest behavior.
- Regularly update the Concierge Manager on workflow challenges.
- Provide feedback to the Concierge Manager on team member performance.
- Obtain feedback from guests and inform relevant departments of actions taken to rectify feedback and ensure guest satisfaction.
- Maintain and enforce quality standards and procedures on guest arrival and departure.
- Ensure guests are welcomed and offered assistance with luggage on arrival.
- Extend a fond farewell to guests on departure.
- Ensure luggage delivery and pickup is standardized.
- Achieve guest delight through friendly and proficient services at Concierge operations and ensure repeat business through personalized and efficient services.
- Have complete knowledge of the city to assist guests with various requests.
- Be aware of all hotel activities, such as functions, VIP/group arrivals and departures.
- Ensure efficient and smooth luggage delivery and collection service.
- Be responsible for luggage receipt, storage, and shipment for guests.
- Arrange for outside errands for guests, such as package pickup/delivery, passport formalities, and air-ticket re-validation.
- Arrange transportation for guests on arrival and departure.
- Liaise with Events for Valet requirements for major functions.
- Manage the transportation budget and forecast.
- Monitor HoT SOS reports for service efficiency and escalations.
- Review service efficiency of luggage delivery with the Concierge Manager and assist in preparing an action plan for improvement if needed.
- Demonstrate awareness of interreact, policies, and procedures and ensure all procedures are conducted safely and within guidelines in your department.
Qualifications
A degree or diploma in Hotel Management or Hospitality is required.
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