Chief Concierge

Job description / Role

- 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 ensure a proper coverage and supervision of the Concierge at all times.
- 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, fax 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 ambassadors provide prompt, updated and correct information about the city, locations, events, programs, traffic, weather, etc., and do the needful bookings, purchasing or arrangements.

Requirements

- 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 ensure that all the messages, correspondence, parcels, mail, luggage, etc. are delivered as per hotel standards and procedures.
- To ensure that the lobby is free of baggage, trolleys and obstructing objects all the time and these items are safely stored.
- To ensure that the privacy of the guests and the confidentiality of the information is respected.
- 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 call the FOM, DOR or the HM for advice in serious cases or if an approval is required.
- 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.

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.