Concierge Operations Manager

2 weeks ago


Hyderabad, Telangana, India Accor Full time

**Welcome to Accor**

We are a worldwide leader in hospitality, and we're looking for a talented individual to join our team as a Concierge Executive.

This role is responsible for supervising and guiding a team of Bell men to ensure that hotel policies and procedures are adhered to.

Key responsibilities include:

  • Training Bell men for luggage delivery and guest behavior
  • Updating the Concierge Manager on challenges in workflow
  • Providing feedback to the Concierge Manager on team member performance
  • Promptly obtaining feedback from guests and informing relevant departments of actions taken to rectify feedback
  • Maintaining and enforcing quality standards and procedures on guest arrival and departure
  • Ensuring guests are welcomed and offered assistance with luggage on arrival
  • Extending a fond farewell to guests on departure
  • Ensuring luggage delivery and pick-up is as per standard
  • Achieving guest delight through friendly and proficient services at Concierge operations
  • Providing complete knowledge of the city to assist guests with different requests
  • Being aware of all activities taking place in the hotel, e.g. functions, VIP/group arrivals and departures
  • Ensuring luggage delivery and collection service is efficient and smooth
  • Receiving, storing, and shipping luggage and packages for guests
  • Arranging outside errands for guests, such as pick-up/delivery of packages, passport formalities, and re-validation of air-tickets
  • Arranging transportation for guests on arrival and departure
  • Liaising with Events for requirements of Valet for major functions
  • Managing the budget and forecast of Transportation
  • Monitoring HoT SOS reports for service efficiency and escalations
  • Reviewing service efficiency of luggage delivery with the Concierge Manager and assisting in preparing an action plan for improvement if needed
  • Demonstrating awareness of interreact, policies, and procedures and ensuring all procedures are conducted safely and within guidelines in your department

**Requirements**

• Degree or Diploma in Hotel Management or Hospitality


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