Concierge Associate

Grand-Mercure; Bengaluru; On-site; INR 240,000 - 360,000; Full time

Job summary

Grand Mercure Bengaluru Gopalan Mall (managed by Accor) invites applications for frontline guest service roles. You will greet guests, assist with luggage, and ensure courteous, efficient service consistent with hotel standards.

The position requires a Diploma or Degree in Hospitality Management, strong communication, and a customer‑focused mindset to deliver memorable experiences in a bustling hotel environment.

Qualifications

• Diploma/Degree in Hospitality Management
• Strong communication and customer service mindset
• Willingness to engage with guests and handle luggage

Responsibilities

• Handle guests’ luggage and greet guests per guidelines and standard phrases.
• Provide courteous and competent services to the guests and adhere to hotel standards.
• Ensure timely and efficient delivery of services with high presentation standards.
• Transfer luggage to and from guests’ rooms and assist guests as necessary in a friendly, professional manner.
• Respond to guest queries and resolve issues promptly to ensure customer satisfaction.

Skills

Guest service

Communication

Teamwork

Hospitality

Education

Diploma / Degree in Hospitality Management

Job description

Grand Mercure Bengaluru Gopalan Mall managed by Accor is located near the heart of Bengaluru with close proximity to major techparks and key commercial & residential bubbles 212 Modern & Lavish rooms including 29 one and two bedroom suites with private terrace 10 elegant meeting spaces including a quaint alfresco and open terrace that can cater from 20 - 400 guests.

Features an all-day dining restaurant, cafe & alfresco, a fitness
centre, spa, swimming pool, an entertainment zone, library
lounge, art gallery and business centre

Job Description

• Responsible for handling guests’ luggage & greeting the guests as per guidelines & standard phrases.
• Perform all other assigned duties, and adhere to hotel’s standards of performance, appearance, and conduct.
• Responsible for providing courteous and competent services to the guests.
• Any matter which may effect the interests of Grand Mercure Bengaluru Gopalan Mall should be brought to the attention of the Management.

Key Responsibilities:

People Management

• Effectively communicate any problem, challenges, complaints / feedback immediately to the duty manager & other team members.
• Provide effective support to the team to enable them to provide a range of effective and efficient services.
• Respond to guest’s queries by resolving issues in a timely and efficient

manner to ensure customer satisfaction.

• Identify optimal, cost effective use of the resources.

Operational Management

• Ensure to possess complete and thorough product knowledge of the hotel, their and the scope of services of the hotel provides.
• Ensure to handle the luggage in a courteous and efficient manner.
• Responsible for the timely and efficient delivery of services to the guests ensuring the highest standards of presentation at all times.
• Responsible and accountable for the correct, prompt and efficient handling and delivery of all guest messages and other items to guest rooms.
• Ensure that all guest queries, inquiries and requests are attended to in a helpful, professional yet warm and friendly manner.
• Possess knowledge of the Fire and Emergency procedures of the hotel.
• Responsible and accountable for the loading and unloading of guest luggage from guest cars.
• Accept and monitor luggage for safekeeping or storage in the office according to established procedures.
• Responsible for transferring luggage to and from guests rooms, parking area and assisting guests as necessary in a friendly, professional and efficient manner.
• Ensure to convey a sense of the guest's importance and project a professional environment which reflects Grand Mercure Bengaluru at Gopalan Mall commitment to customer service.

Key Contacts

Liaises with

Responsible for (as assigned)

Front Office Team

Bell Desk.

Occupational Health & Safety

All employees to safeguard their health and safety, and the health and safety of others, in the workplace.

Replacement and Temporary Mission:

Be ready and responsible for any job, which may be assigned by the Management.

Qualifications

• Preferred:
  • Diploma / Degree in Hospitality Management
  • Courses from institutes like Institute of Hotel Management

Additional Information

Strong communication skills
Customer service mindset with attention to detail