Senior Concierge
تفاصيل الوظيفة
Company Description#BeLimitlessWe 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 an Accor brand, 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! #BELIMITLESSJob DescriptionTHE ROLEThe Senior Concierge assists in the management of the Concierge team. The Senior Concierge is required to demonstrate humility in leadership of the team, be technically sound on Front Office software, prides the team on flair in service delivery, be a poised communicator, has an inquisitive spirit, creative mind to curate fresh experiences and a sense of responsibility to uphold the Raffles Brand. In joining the team for a pre-opening journey, the Senior Concierge has to be ready to embody a tenacious and innovative spirit in building the team together with the leaders.Key Roles & ResponsibilitiesTakes responsibility and ownership in creating personal connections through emotional luxury between Concierge and guestsDeals with external stakeholders for collaborations and contracts with the hotel's interest in mindArranges, coordinates and monitors any travel, ticket, tour, and attraction bookings as well as offsite restaurant reservations that are arranged by the ConciergePromotes in-house facilities and inter-hotel sales and maintains good inter-divisional relationships to ensure seamless guest journeyMaintains communication channels with all departments of the hotelCurate concierge experiential journey and ensure adherence of service sequenceEnforces PMS system etiquette and accuracy of administrative dutiesReady to cover all roles and functions of the Concierge TeamAssists other hotel department functions when the need arisesMaintains oversight and allocates resources to the smooth running of the daily operationResponsible for maintaining inventory levels, maintenance and general upkeep of equipment and operating suppliesAppraise appearance, ensures discipline, and efficiency of all staff under direct supervisionAssist to set out KPIs and deliverables for the year with the Concierge ManagerCreate action plan and monthly overview of goals set out for the year with the Concierge ManagerTraining and coordination with supporting departmentsUse data from given hotel systems to analyze areas of improvement and creating action plans for betterment of serviceIntuitively anticipates through observation and interactions guests' needs and wants and orchestrates unique experiencesPromptly answers any in-house guest calls, instant messages and emails and communicates with respective departments in the resolution of guests' requestsFully understands the Front-of-House position and the whole department constantly renews and develops itself to make sure to keep up with the trends in hospitality industryEnsures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.Executes the annual upsell strategy and achieves all goals as set by managementEnsures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Doha Local Standard Operation Procedure (LSOP) as well as Forbes 5-star / Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by managementPerforms any duties and special projects as requested by management whether in your own department or any other department in the hotelQualificationsPERSONAL ATTRIBUTES REQUIRED FOR THE ROLEPossesses strong interpersonal skills and ability to communicate in second languageManages all guests/team members' needs with equal driveEmbodies a creative mind to curate new experiences whilst sourcing for the latest experiences in the regionCarries an eye for detail and an approachable demeanor for all guests and team membersComposed under pressure, makes rational decisions to resolve situations, delivered with a degree of professionalismSelf-driven approach to carry out assigned responsibilitiesEnsures security and confidentiality of guest and hotel information in accordance to company/country's data security actPossesses good computer and property management system knowledgeHigh level of integrity, enthusiasm, dedication for continuous improvementEmbraces change and open-minded in a dynamic work environmentHas an understanding of the middle eastern clientele and cultureHas an understanding of key stakeholders in the luxury travel space
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