Concierge Supervisor

Job description / Role

Company description

Why work for Accor?
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.
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS

Job description

• Oversee the concierge operations, including the bell desk and doormen, ensuring that the hotel standards and procedures are fully known and followed.
• Ensure appropriate stock level for the smooth run of the concierge operations and prepare requisitions accordingly.
• Ensure proper coverage and supervision of the concierge at all times.
• 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.
• Ensure that all team members provide prompt, updated, and correct information about the city, locations, events, programs, traffic, weather, etc., and do the necessary bookings, purchasing, or arrangements.
• Ensure that all outsourced services contracted by the concierge are of high quality and fully correspond to the guests' and hotel's requirements and needs, as approved by the hotel management.
• Ensure that the lobby is free of baggage, trolleys, and obstructing objects at all times and these items are safely stored.
• Ensure and perform proper use of all equipment and property management systems, to have perfect knowledge of the set-ups.
• Ensure strict control of room keys and section keys.
• Daily review and update the concierge logbook and sign it.
• Assign duties and responsibilities to subordinates and assist them in their duties. Implement and control the checklists daily.
• Respect schedules, terms, and deadlines as agreed with management.
• Ensure that all team members provide correct and prompt information about the outlets and promote internal activities and events.
• Ensure that all team members are updated with the latest administrative, organizational, operational, or other changes and news.
• Conduct a daily line-up briefing with the concierge team members to recapitulate tasks and activity.
• Attend any inter-departmental meetings, using this opportunity to encourage interactivity with the concierge team and review operational standards and procedures.
• Share daily activity highlights with the front office manager, including internal and external guest opportunities.
• Ensure the Accor loyalty programs are promoted and build strong and long-term relationships with guests.
• Be an ambassador of the concierge and of the hotel, both inside and outside the workplace.

Financial and revenue responsibilities

• Implement and control the Focus and other financial and audit procedures.
• Assist the front office manager in preparing forecasts and statistics.
• Stay updated with competitors' offerings and rates.
• Ensure that the department's operational budget is strictly adhered to and that all costs are controlled and expenditures approved.

Additional information

Our commitment to diversity & inclusion:
We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent.

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.