Chief Concierge

Job description / Role

Company Description

We are looking for an experienced Chief Concierge, who will play a vital role in overseeing the daily operations of the Concierge, bell desk, doormen, hotel transportation and valet parking team, filled with purpose in actions to contribute and deliver experiences that are astounding and superlative. Guides and inspires his team through examples, innovative thinker, embodies a strong sense of leadership, communicator who creates an atmosphere that is positive for both team and guests. And currently should be an active member of Les clefs d'or (Golden keys society).

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.

Job Description

- To constantly monitor guest service level, ensuring a maximum guest satisfaction.
- Demonstrates a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning guests.
- To oversee the Concierge operations, including the bell desk and doormen, ensuring that the hotel standards and procedures are fully known and followed.
- To ensure appropriate stock level for the smooth run of the Concierge operations and to prepare requisitions accordingly.
- To always ensure a proper coverage and supervision of the Concierge.
- To be most of the time in the guest area to have a contact with the guests and to socialize, playing a Public Relations role.
- To ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service.
- To ensure that all in-house guests and/or visitors looking for assistance, personally, on the phone, or e-mail, are immediately attended and their requests are well responded at any time.
- To ensure that both the arrival and the departure lists are updated, transportation and airport services are scheduled and respected and all the set-ups are according to guest requests and needs.
- To ensure that all team members provide prompt, updated and correct information about the city, locations, events, programs, traffic, weather, etc., and do the needful bookings, purchasing or arrangements.
- To ensure that all the outsourced services contracted by the Concierge are of high quality and fully corresponding to the guests' and hotel's requirements and needs, as approved by the hotel management.
- To act as a representative of the Management when dealing with guest complaints or if a member of the Concierge team is facing difficulties that she/ he cannot solve on her/ his own.
- To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
- To be fully aware of and to report all guest comments or complaints.
- To ensure that Guest History records are accurately maintained and all recurring guests are pre-registered.
- To be aware of all VIPs visiting or staying in the hotel.
- To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any malfunction.
- To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.
- To ensure the strict control of room keys and section keys.
- To daily review and update the Concierge logbook and to sign it.
- To prepare and present daily / monthly activity and revenue reports, ensuring correct guest and service billing.
- To implement and control the Focus and other financial and audit procedures.
- To assign duties and responsibilities to subordinates and to assist them in their duties. To daily implement and control the check lists.
- To assist in securing external guest accommodation should an overbooking occur.
- To be updated with the competitors' offerings and rates.
- To conduct a daily line up briefing with the Concierge team members to recapitulate tasks and activity.
- To attend any inter-departmental meeting using this opportunity to encourage the interactivity with the Concierge team and to review the operational standards and procedures.
- To share daily activity highlights with the FOM, including internal and external guest opportunities.
- To ensure the Accor loyalty programs are promoted and to build strong and long-term relationships with the guests.
- To be an ambassador of the Concierge and of the hotel, in and outside the workplace.
- To personally greet and escort the guests rather than pointing out directions.
- To conduct staff evaluations and surveys. To develop staff motivation and performance through action plans. To be involved in staff retention and satisfaction.
- To ensure trainings and regular "refresher" courses are conducted and attended as scheduled.
- Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Leading Quality Assurance (LQA) standards, and aims to achieve the scores and goals set by management.

Requirements

Qualifications

- To be an active member of Les clefs d'or (Golden keys society)
- Luxury five star experience necessary
- Prior formalized training as a butler is highly regarded
- Strong leadership qualities, interpersonal, and communication skills
- Strong attention to detail, Highly responsible, organized & reliable
- Strong interpersonal and problem solving abilities
- High level of integrity, enthusiasm, dedication and support for continuous improvement.
- Must be a self-starter, coach & mentor who can inspire the team to perform

Additional Information

Your team and working environment:

Sofitel Shahd Al-madinah boasts a landmark location in the center of Madinah, a short walk from the northern entrance of the Al-Masjid an-Nabawi. The property features 469 keys, including the most luxurious suite in Madinah, two- and three-bedroom suites, Three dining outlets, an executive lounge, two meeting rooms and a fitness center with a gym, stand out as a beacon of modern luxury and French savoir-faire, blending the brand's unique sense of joie de vivre with the very best of the local.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.