Head Concierge

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

Job summary

A luxury Dubai resort is seeking a manager for the Concierge/Guest Services department. Responsibilities include overseeing operations, providing exceptional guest service, and leading a dynamic team. The ideal candidate has at least 3 years of experience in a managerial role within customer service, strong communication skills, and a passion for outstanding service. This position offers the opportunity to work in a vibrant environment with a focus on guest satisfaction.

Qualifications

• Minimum of 3 years in a managerial position in customer service.
• Ability to handle multiple tasks and guest requests.
• Ability to work well under pressure.

Responsibilities

• Overlook daily operations of the Concierge/Guest Services department.
• Train and guide the team.
• Handle guest requests related to dining and recreational activities.

Skills

Guest service passion

Strong communication skills

Organizational skills

Problem-solving abilities

Reliability

Fluency in English

Tools

Microsoft Office Suite

Micros-Fidelio Property Management System

Job 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, seize 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.