Head Concierge

Accor Hotels; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading hospitality company in Dubai is seeking a Concierge Manager to oversee daily operations and ensure high levels of guest satisfaction. The ideal candidate will have a strong background in customer service, excellent communication skills, and a passion for guest service. This position involves managing a team, coordinating multiple guest requests, and maintaining high service standards. Join us to create memorable experiences for our guests at our luxury resort.

Qualifications

• Excellent written and verbal communication skills required.
• Must have strong leadership skills and be highly organized.
• Experience in customer service management is essential.

Responsibilities

• Overlook daily operations of Concierge/Guest Services department.
• Coach and lead the team of Concierge/Guest Services Agents.
• Ensure team knowledge about hotel facilities and city attractions.

Skills

Guest service passion

Excellent communication

Interpersonal skills

Problem-solving abilities

Organizational skills

Education

Minimum 3-year managerial experience

Fluency in English

Tools

Microsoft Office Suite

Micros-Fidelio Property Management System

Job description

Company Description

Fairmont The Palm is a luxury, world-class resort located on the iconic Palm Jumeirah Island in Dubai. The hotel features 391 guest rooms and suites with dedicated Fairmont Gold rooms and lounge. A total of 11 food and beverage outlets on property offer international dining options including Michelin Guide recommended 2022 and 2023 Little Miss India, Frevo - Brazilian Churrasco experience, Seagrill Bistro, Ba Restaurant and Lounge, Blowfish, Flow Kitchen, The Cigar Room, Vuvuzela and others. Fairmont The Palm also features an expansive pool and beach area with a health club, Serenity Spa Dubai - The Art Of Well Being and the Fairmont Falcons Kids’ Club.

Job Description

• Overlook the daily operations of the whole Concierge/Guest Services department.
• Coach, lead, guide and direct the efforts of the team of Concierge/Guest Services Agents.
• Approve and adjust schedules as required based on business volume forecasts.
• Provide feedback, seizes training and coaching opportunities with Colleagues.
• Support training initiatives and provides a training role as required.
• Ensure everyone in the team is knowledgeable about hotel facilities, updated on activities, promotions and happenings in the hotel/city and be able to provide accurate information to guests.
• Act as an ambassador of the hotel and provide assistance to variety of requests. Expected to make what seem to be impossible and unusual happen.
• Maintain a network of service providers for the efficient conduct in coordinating guest requirements.
• Ensure availability of printed/digital materials such as brochures of local attractions, sister hotels, restaurants, city maps, etc. which may be handed over to guests.
• Manage the facilitation of guest request relating to dining activities (both inside and outside of hotel), shows, recreation, tours, transport, florists, doctor, dentist, child care and any other services which are not available at the hotel.
• Respond to queries positively.
• Follow through all endorsements at the concierge and ensure completion.
• Ensure that all luggage, messages, parcels, etc. are handled, delivered, retrieved or stored efficiently.
• Be transparent and responsible on matters involving finances.
• Maintain absolute integrity and trustworthiness in the team.
• Adhere to the established financial guidelines and control all costs.
• Manage the daily documentation/recording of bills particularly filing of receipts.
• Manage all activities relating to Concierge and ensure that all transactions are performed in the best interest of the company.
• Monitor responsible use of all available systems and equipment in the hotel.
• Promotes and follows a safe work environment.
• Promotes and leads a service driven, results driven work environment.
• Follows departmental SOP’s (Standard Operating Procedures) including all safety policies
• Promote all hotel services, offers and facilities and their operating hours.
• Other duties as assigned.

Qualifications

• Passion for guest service
• Excellent written and verbal communication, interpersonal and leadership skills.
• Highly organized, results-oriented with the ability to be flexible and work well under pressure.
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable.
• Fluency in English, secondary language preferred.
• Minimum of 3-year previous proven Managerial position or equivalent in a customer service industry.
• Must have the ability to handle a multitude of tasks and Guest requests.
• Computer proficiency in a Windows environment (Word, Excel, PowerPoint).
• Knowledge of Micros-Fidelio Property Management System an asset.
• Ability to work cohesively with fellow colleagues as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.