Senior Concierge

2 months ago

Doha, Baladīyat ad Dawḩah, Qatar Accor Full time
Job Summary

The Senior Concierge is a key member of the Concierge team, responsible for delivering exceptional guest experiences and ensuring seamless journeys for our valued clients. As a seasoned professional, you will be expected to demonstrate humility in leadership, technical expertise in Front Office software, and a passion for delivering personalized luxury experiences.

Key Responsibilities
  • Guest Experience Expertise: Create personal connections with guests through emotional luxury, ensuring a tailored experience that exceeds their expectations.
  • Stakeholder Management: Develop and maintain relationships with external stakeholders, prioritizing the hotel's interests and driving collaborations that enhance the guest experience.
  • Travel and Leisure Coordination: Arrange, coordinate, and monitor travel, ticket, tour, and attraction bookings, as well as offsite restaurant reservations, to ensure a seamless guest journey.
  • Internal Partnerships: Promote in-house facilities and inter-hotel sales, maintaining good inter-divisional relationships to ensure a cohesive guest experience.
  • Communication and Coordination: Maintain open communication channels with all hotel departments, ensuring a unified approach to guest service.
  • Concierge Experience Curation: Curate unique experiences for guests, ensuring adherence to service sequence and delivering exceptional results.
  • Administrative Duties: Enforce PMS system etiquette and accuracy, ensuring administrative duties are completed with precision and attention to detail.
  • Team Leadership: Lead the Concierge team, covering all roles and functions, and assist other hotel departments as needed.
  • Operational Oversight: Maintain oversight and allocate resources to ensure the smooth running of daily operations.
  • Inventory Management: Responsible for maintaining inventory levels, equipment, and operating supplies, ensuring the hotel's facilities are well-maintained.
  • Staff Supervision: Appraise appearance, discipline, and efficiency of staff under direct supervision, ensuring a high standard of service delivery.
  • Performance Management: Assist in setting KPIs and deliverables for the year with the Concierge Manager, creating action plans and monthly overviews to drive performance.
  • Training and Development: Coordinate training and development with supporting departments, ensuring the Concierge team is equipped with the necessary skills to deliver exceptional guest experiences.
  • Service Analysis: Use data from hotel systems to analyze areas of improvement and create action plans to enhance service delivery.
  • Guest Insights: Anticipate guests' needs and wants through observation and interactions, orchestrating unique experiences that exceed their expectations.
  • Service Standards: Ensure service standards and individual performance align with Accor Values, delivering exceptional results that meet or exceed guest expectations.
  • Upsell Strategy: Execute the annual upsell strategy, achieving set goals and delivering exceptional results.
  • Quality Assurance: Ensure guests receive the experience as detailed in brand SOPs, LSOPs, and Forbes 5-star/LQA standards, aiming to achieve set scores and goals.
Requirements
  • Interpersonal Skills: Possess strong interpersonal skills, with the ability to communicate effectively in a second language.
  • Guest Focus: Manage all guests' needs with equal drive, ensuring a personalized experience that exceeds their expectations.
  • Creative Mindset: Embodies a creative mind to curate new experiences, sourcing the latest experiences in the region.
  • Attention to Detail: Carries an eye for detail and an approachable demeanor for all guests and team members.
  • Professionalism: Composed under pressure, making rational decisions to resolve situations, delivered with a degree of professionalism.
  • Self-Driven: Self-driven approach to carry out assigned responsibilities, ensuring exceptional results.
  • Confidentiality: Ensures security and confidentiality of guest and hotel information, adhering to company and country data security acts.
  • Technical Skills: Possesses good computer and property management system knowledge.
  • Integrity and Enthusiasm: High level of integrity, enthusiasm, and dedication for continuous improvement.
  • Adaptability: Embraces change and open-minded in a dynamic work environment.
  • Cultural Awareness: Has an understanding of the middle eastern clientele and culture.
  • Industry Knowledge: Has an understanding of key stakeholders in the luxury travel space.

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