Concierge Supervisor - Guest Services

Accor Group; Dubai; On-site; AED 50,220 - 72,540; Full time

Benefits offered by this job

Discounted hotel rates

Learning programs through Accor Academies

Career mobility across properties

Job summary

Accor Group is seeking a Concierge Supervisor to join their team in Dubai. This role requires managing guest requests and maintaining high service standards in a luxury hotel environment.

The ideal candidate will have previous concierge experience in a 4-5 star hotel. Key responsibilities include supporting guest services, coordinating special arrangements, and contributing to team training and quality assurance.

Benefits include career growth opportunities and discounted hotel rates worldwide.

Qualifications

• Previous experience in the same or a similar concierge role within a 4-5 star hotel is preferred.
• Good English verbal communication skills with the ability to speak clearly and professionally with guests, colleagues, and managers.
• Strong guest service mindset with the ability to remain calm, courteous, and attentive at all times.

Responsibilities

• Respond to guest requests for concierge support.
• Assist guests with unique requirements and follow up.
• Provide information about hotel facilities and local services.
• Coordinate with departments to resolve guest issues.

Skills

Concierge services

Guest relations

Luxury hotel service

Guest request handling

Transportation arrangements

Reservation coordination

Local area knowledge

Telephone etiquette

Complaint handling

Service recovery

Emergency procedures

Safety awareness

Quality assurance standards

Education

Experience in a 4-5 star hotel

Job description

Job Snapshot

Role: Concierge Supervisor - Guest Services
Location: Dubai, United Arab Emirates
Industry: Hospitality
Function: Guest Services-Concierge
Experience: Previous concierge experience in a 4-5 star hotel preferred
Job Type: Full-time

Job Details

Country: United Arab Emirates
City: Dubai
Salary: 4500-6500 (estimated, confirm with employer)

Overview

Concierge Supervisor - Guest Services in Dubai is a hospitality opportunity for a guest-focused hotel professional who can manage concierge requests, coordinate special arrangements, support daily front‑of‑house operations, and maintain high service standards. This role is ideal for a confident communicator with strong knowledge of guest relations, local area information, hotel procedures, emergency readiness, and luxury service expectations.

Context

The concierge supervisor helps shape the guest journey by ensuring every request is handled with care, accuracy, and timely follow‑up. The position supports transportation, reservations, dry cleaning, local recommendations, special events guidance, guest calls, and service recovery while coordinating closely with internal hotel departments. The role also contributes to team training, emergency preparedness, shift communication, and quality assurance standards across the concierge function.

Key Responsibilities

• Respond to guest requests for transportation, reservations, dry cleaning, special arrangements, local services, and other concierge support needs.
• Assist guests with unique requirements and follow up to confirm satisfaction and service completion.
• Provide accurate information about hotel facilities, surrounding area amenities, special events, attractions, dining options, and activities in Dubai.
• Answer, record, and process guest calls, messages, questions, concerns, and service requests using professional telephone etiquette.
• Coordinate with relevant departments to resolve guest issues, service requests, operational concerns, or urgent needs.
• Review shift logs, daily memo books, and operational handover notes to stay updated on guest requirements and hotel priorities.
• Document important information clearly in logbooks and ensure smooth communication between shifts.
• Welcome and acknowledge guests according to hotel standards while anticipating service needs and offering genuine assistance.
• Support guests with disabilities and ensure service delivery remains respectful, practical, and guest‑centered.
• Maintain awareness of guest safety, undesirable persons on the property, and unusual activity within hotel premises.
• Report accidents, injuries, unsafe conditions, and emergency concerns to the manager immediately.
• Follow property procedures for evacuations, medical emergencies, natural disasters, and other emergency situations.
• Ensure staff are familiar with the hotel emergency procedures and remain prepared to respond appropriately.
• Coordinate with internal departments whenever operational support or guest service follow‑up is required.
• Maintain confidentiality of proprietary information, guest details, internal documents, and hotel materials.
• Protect company assets, tools, equipment, machines, and department resources in line with hotel policies.
• Support regular technical and skills training for the Concierge department.
• Help set up and maintain ongoing training programs with the Rooms Division Manager, Director of Rooms, Director of HR, and Learning and Development Manager.
• Ensure concierge team members understand relevant operational standards, policies, procedures, and service expectations.
• Assume Duty Manager responsibilities when scheduled.
• Complete safety training, certifications, and assigned operational duties as required.
• Carry out other reasonable tasks requested by management to support hotel operations.

Ideal Profile

• Previous experience in the same or a similar concierge role within a 4-5 star hotel is preferred.
• Good English verbal communication skills with the ability to speak clearly and professionally with guests, colleagues, and managers.
• Strong guest service mindset with the ability to remain calm, courteous, and attentive at all times.
• Ability to build positive relations with hotel residents, patrons, team members, and internal departments.
• Sound judgment when handling difficult guests, sensitive situations, complaints, or urgent service requests.
• Comfortable working in a multicultural hotel environment with guests and colleagues from diverse backgrounds.
• Able to prepare, review, and record written documents accurately and completely.
• Team‑oriented approach with the ability to support colleagues, listen carefully, and contribute to shared department goals.
• Strong awareness of confidentiality, appearance standards, quality assurance expectations, and hotel service procedures.
• Reliable, organized, and prepared to take responsibility during scheduled Duty Manager assignments.

Skills Set

• Concierge services
• Guest relations
• Luxury hotel service
• Guest request handling
• Transportation arrangements
• Reservation coordination
• Local area knowledge
• Telephone etiquette
• Complaint handling
• Service recovery
• Shift handover
• Logbook documentation
• Emergency procedures
• Safety awareness
• Department coordination
• Quality assurance standards
• Team training
• Rooms division support
• Duty Manager support
• Multicultural communication
• Confidentiality
• Professional grooming standards
• Hospitality operations

Why Join Us

This role offers a valuable path for a Concierge Supervisor who wants to grow within Dubai’s competitive Hospitality sector and develop a long‑term career in front‑of‑house hotel operations. The position provides exposure to guest service leadership, rooms division coordination, concierge training, emergency preparedness, and luxury hospitality standards. Employees can benefit from Accor worldwide discounted hotel rates, learning programs through Accor Academies, career mobility across properties, and the opportunity to contribute to responsible hospitality initiatives.