Head Of Concierge (Saudi Only )

Sofitel; Makkah Region; On-site; SAR 90,000 - 150,000; Full time

Job summary

Accor is seeking a Concierge Manager in Makkah to lead and develop a high-caliber concierge team delivering exceptional guest experiences. You will maintain standards, manage VIP requests, and build strong relationships with guests and service partners.

You will coordinate complex arrangements, monitor guest satisfaction, and collaborate with hotel departments to continually enhance service quality in a luxury hospitality setting.

Qualifications

• Bachelor's degree or equivalent in Hospitality Management, Business Administration, Tourism, or related field.
• Experience leading concierge/luxury service teams in upscale environments.
• Strong knowledge of luxury hospitality, local attractions, dining, travel and entertainment.

Responsibilities

• Lead, manage, and develop the concierge team to deliver exceptional service.
• Establish and maintain high standards, policies, procedures, and service protocols.
• Oversee daily concierge operations and service delivery.
• Manage VIP and special-request clients with discretion and care.
• Build relationships with guests, clients, suppliers, and partners.
• Coordinate reservations, transportation, events, and bespoke experiences.
• Monitor service quality, guest satisfaction, and performance.
• Collaborate with Front Office, Guest Relations, Housekeeping, and other departments.

Skills

Concierge leadership

Team management

Customer service

Communication

Multitasking

CRM systems

Microsoft Office

English fluency

Education

Bachelor's degree in Hospitality Management, Business Administration, Tourism, or related field

Tools

CRM systems

Microsoft Office

Job description

Company Description

Why work for Accor?

We 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 Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

• Lead, manage, and develop the concierge team to deliver consistently exceptional service.
• Establish and maintain high standards, policies, procedures, and service protocols.
• Oversee daily concierge operations, ensuring efficient and professional service delivery.
• Manage VIP, high-profile, and special-request clients with discretion and attention to detail.
• Build strong relationships with guests, residents, clients, suppliers, hotels, restaurants, transportation providers, and other service partners.
• Anticipate guest needs and proactively create personalized experiences.
• Handle complex requests, complaints, and escalations professionally and efficiently.
• Coordinate reservations, transportation, entertainment, events, travel arrangements, and bespoke experiences.
• Develop and maintain a reliable network of premium local and international suppliers.
• Monitor service quality, guest satisfaction, response times, and operational performance.
• Implement training and coaching programs to continuously improve team capabilities.
• Prepare and monitor departmental budgets, costs, and resources where applicable.
• Ensure compliance with company policies, confidentiality requirements, health and safety standards, and applicable regulations.
• Collaborate closely with Front Office, Guest Relations, Housekeeping, Security, Events, Sales, and other departments.
• Identify opportunities to improve concierge services, introduce new experiences, and enhance customer loyalty.
• Maintain accurate records of guest preferences, requests, and service interactions while respecting privacy and confidentiality.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, Tourism, or a related field preferred.
• 3–5+ years of experience in concierge, luxury hospitality, guest relations, lifestyle management, or a similar customer-experience leadership role.
• Strong knowledge of luxury hospitality, lifestyle services, local attractions, dining, travel and entertainment.
• Excellent communication, interpersonal and relationship-building skills.
• Strong leadership and team-management capabilities.
• Exceptional organizational and multitasking skills.
• Ability to remain calm and solution-focused under pressure.
• High level of discretion, confidentiality, professionalism, and emotional intelligence.
• Proficiency in Microsoft Office and relevant hospitality/CRM systems.
• Fluency in English; additional languages are an advantage.
• Flexibility to work weekends, holidays and outside standard hours when required.

Additional Information

• experience is an asset
• Fluency in English, additional languages are a plus