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. 

Join our exceptional Front Office team and deliver professional and attentive service at a five star, luxury property in the heart of Queenstown.

Welcoming each new and returning guest with personalised and attentive care, you will set the tone for exceptional service. Here you can take your role beyond the basics. Sharing your knowledge and love of our region, you will anticipate guests’ needs and offer recommendations that make their stays even more special.

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

• Full, clean valid manual driver’s license;
• At least 1 years' previous experience, preferably in a five star luxury environment;
• A passion for high end hospitality with an eye for detail;
• Your ability to build warm relationships and connections;
• Immaculate grooming and personal presentation;
• Flexibility to meet hotel rostering needs including weekend and public holiday work;
• Your desire to learn, grow and develop.

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:

• Assist in the day to day operations of the Front Office department including greeting guests, assisting with luggage, lobby services and security functions, and providing personalized recommendations and assistance to ensure a smooth and memorable stay.
• Provide quality service to guests by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
• Create personal connections with guests and use your knowledge of them and your elevated emotional intelligence to create Cousu-main moments that engage and delight.
• Share your learnings and guest interactions with the team to maintain a culture of Best Practice in guest engagement.
• Set traces, add to profile notes and utilise ACDC to build knowledge of guests and preferences.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Assist with car / hotel doors and guest luggage. Ensure timely delivery of all guest luggage. Explain technology and features of guest rooms.
• Exercise care and responsibility when parking guest vehicles. Follow procedures set out in manual.
• Ensure messages are delivered with the utmost urgency.
• Utilise story-telling in the room show and sharing of our Hotel and brand to guests.
• All guest property in storage, long or short term, duly documented and cared for.
• When guest report lost property take all relevant information and pass on to housekeeping.
• Assist with the Front Office operation.
• Enroll guests for Accor Live Limitless reward program.
• Responding to all guest enquiries regarding local attractions, restaurants, and tours. Offering the best product or service to meet the guest’s individual requirements.
• Build and maintain strong and productive relationships with local tour operators, restaurants and service providers to ensure products offered to guests are of the highest quality and reputation.
• Be proactive in the services concierge offers, follow up all reservations, bookings and recommendations to ensure quality and guest satisfaction is at the optimal level.
• Full utilization of the Concierge computer system ensuring accuracy in use and a range of accurate reports to meet operational needs are produced.
• Regular liaison with Maintenance ensuring maintenance requests are completed quickly focusing on guest needs as a priority.
• Ensure relative guest/ambassador information is communicated through the agreed communication channels.
• Ensure the appearance of the guest services desk, foyer and forecourt is immaculately presented at all times.
• Liaise with all other hotel departments to build a strong working relationship.
• Adherence to Emergency Communication procedures ensuring that enquiries from the media are only responded to by the nominated spokesperson.
• Ensure procedures are followed in regards to guest transportation, luggage collection and storage, and guest confidentiality.
• Co-ordinate guest transportation to and from the airport and ensure that accurate accounting procedures are followed in the charging of transfers.
• Keep up to date with accurate, helpful information that will benefit Hotel Guests in respect of hotel and local facilities and attractions.
• Perform the tasks of order taking and maximize sales opportunities through knowledge of product and suggestive selling.  Ensure accuracy by repeating order(s) to the guests.
• Handle all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
• Perform all tasks to Sofitel Brand standards.
• Night cover on occasion when required.
• Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.

Permanent position, 40 hours guaranteed, changeable roster, $27.50 - 28.53 p/hr.