Concierge Operations Manager
2 weeks ago
**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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