Head Concierge

Belong in a place where you can be yourself and love what you do. Join our hotel community and we will support you to realise your true potential. You will be part of a team where everyone’s contribution is valued. And we will empower you to bring ideas to elevate our services, creating personalised experiences for guests. 

• Lead and inspire our Concierge team, crafting personalised, anticipatory service that embodies Sofitel elegance and the values of Les Clefs d’Or.
• Curate bespoke recommendations and experiences through exceptional local knowledge and strong relationships with Queenstown’s premium partners.
• Personally welcome VIP guests with refined recognition and attention to detail, creating meaningful moments that elevate every stay.
• Champion a culture of luxury service, coaching and developing your team to deliver polished, intuitive hospitality in every interaction.

You will harness your luxury attitude, with humble excellence, a distinguished presence, and elevated emotional intelligence. Your pride and passion will be complemented by:

• As experienced Concierge, you hold affiliation with Les Clefs d’Or
• Full, clean valid manual driver’s license
• Previous experience in five star luxury environment
• Projects professional image at all times through personal presentation / interpersonal skills.
• Maintains awareness of industry trends in service, product and presentation.
• Initiates contacts and establishes rapport easily.
• Organises time and work efficiently.
• Effective verbal and written communication skills.
• Willingness to work weekends and public holidays as part of the job role.
• Has the aptitude and willingness to undertake further development with Sofitel.

Bring passion and dedication to excellence, and we will recognise your contribution with a variety of benefits, rewards and development opportunities:

• We offer competitive pay, plus benefits including daily staff meals and dry-cleaned uniform and laundry allowance, anniversary stays with F&B credit to enjoy.
• Build your career with the New Zealand Hotel of the Year 2024.
• Receive unparalleled training, development and support from Accor leadership training programmes.
• Discounted Hotel stays, food and beverage rates and Spa treatments, worldwide - for yourself and for friends and family, across our entire network.
• Be part of a well-established hotel with a strong reputation for providing exceptional service.
• Ongoing reward and recognition incentives and awards.
• Opportunities for further development and worldwide career progression within Accor.
• Refer a friend incentive
• Supportive and friendly working environment.
• Free gym access plus ski hire during the winter.
• EAP, well-being and mental health supports available, progressive policies, including 12 weeks paid parental leave, and rainbow inclusive policies and practices.
• Take part in social activities and community involvement initiatives through the year.

Our commitment to Diversity & Inclusion:

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.

Detailed duties:

• Lead the Concierge team with passion and professionalism, ensuring every interaction embodies luxury attitude and the values of Les Clefs d’Or.
• Oversee all aspects of the Concierge Desk and driveway operations, ensuring seamless arrivals, departures, and guest movements at all times.
• Create an atmosphere of genuine warmth and elegance in the hotel lobby, where every guest feels personally recognised and valued.
• Curate and share exceptional local knowledge, offering bespoke recommendations and experiences that reflect Queenstown’s unique character and align with guest interests.
• Maintain close relationships with local partners, tour operators, and restaurants to ensure trusted and exclusive offerings for guests.
• Personally greet VIP guests on arrival and departure, ensuring individual recognition and attention to detail at every touchpoint.
• Coach, develop, and inspire the Concierge team to deliver authentic, anticipatory service and refined guest engagement.
• Conduct regular performance conversations, providing constructive feedback, training, and recognition to support team growth and excellence.
• Ensure all guest requests are handled promptly, accurately, and with a sense of genuine care and discretion.
• Oversee the secure handling, logging, and delivery of guest luggage, parcels, and messages with meticulous attention to detail.
• Manage valet and driveway operations, ensuring safety, professionalism, and efficiency in all vehicle handling and guest interactions.
• Act as the primary liaison for all guest service operations, ensuring seamless communication between Concierge, Reception, Guest Relations, and Reservations.
• Promote the hotel’s restaurants, spa, and facilities through confident, personalised recommendations that enhance the guest journey.
• Maintain an immaculate lobby and driveway presentation, ensuring all public areas reflect Sofitel’s refined aesthetic at all times.
• Manage team rosters and leave plans to ensure optimal coverage while supporting ambassador wellbeing and engagement.
• Monitor and manage department costs, including inventory and external service charges, in alignment with financial objectives.
• Handle guest feedback and concerns with grace, empathy, and efficiency, ensuring follow-up and resolution within 24 hours.
• Set traces, add to profile notes and utilise systems to build knowledge of guests and preferences.
• Represent the hotel with pride and professionalism at local and international Les Clefs d’Or events, upholding the reputation of both the association and the Sofitel brand.
• Uphold the strictest standards of confidentiality and ethical conduct in all guest and business dealings.
• Ensure all procedures related to security, keys, and guest property are adhered to with precision and accountability.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Assist with the Front Office operation.
• Enroll guests for Accor Live Limitless reward program.
• Foster strong interdepartmental relationships to support a collaborative and guest-focused culture.
• Actively participate in departmental meetings, training sessions, and Sofitel rituals that reinforce the brand’s luxury promise.
• Co-ordinate guest transportation to and from the airport and ensure that accurate accounting procedures are followed in the charging of transfers.
• Lead by example as a true hotel ambassador — refined in presence, confident in knowledge, and passionately dedicated to the art of hospitality.
• Any other reasonable request within your range of competence as required by Hotel Management.

Permanent position, 40 hours guaranteed, changeable roster, $63-65,000 per annum.