Head Concierge

Accor Hospitality Services is pioneering the transformation of tomorrow's world by addressing the daily hospitality requirements of our partners throughout Australia. Our core focus is on delivering tailor-made, human-centric hospitality solutions. Accor's vision of an augmented hospitality experience transcends the confines of our hotels, taking root within our HEARTIST culture and team ethos. This vision draws inspiration from our properties and thrives on the foundation of loyalty.

Purpose
As Head Concierge you will be a vital asset within our Workplace Services Team. Reporting directly to your State Operations Manager, your primary responsibility will encompass overseeing the operations of the site's Concierge & Business Hub services. Your main goal is to maintain an unwavering commitment to delivering outstanding service, actively engage with tenants, and offer support for tenant activation initiatives whenever needed.

Primary Responsibilities

• Ensure that both you and your team prioritise the proactive welcoming and servicing of tenants and visitors to the property
• You will be a key source of knowledge for tenants and visitors about the asset and local precinct
• Oversees the management of the bookable spaces in the building (meeting rooms, conferencing centre, medical rooms and gym area), wellness classes and consult room bookings
• Managing updates to the Customer Engagement App
• Your role will be centred in the lobby area of the designated office building, which includes spending time at the Concierge desk and engaging with tenants, retailers, and visitors as you move throughout the lobby and the building precinct
• You are the face of Accor to the building owner/manager, tenants, and visitors, and play a pivotal role in representing our brand, as well as our client's brand. You also serve as a mentor and leader to the Executive Concierge(s) on your team
• Identify opportunities and innovative ways to enhance the customer experience by collecting and analysing feedback, engaging with tenants, and staying attuned to emerging trends
• Implement best practices, engaging in Heartist Engagement and quality assurance programs while providing necessary training and support to your team
• Embrace the Accor values and lead by example in demonstrating the spirit of the values in all actions and interactions
• Carry out other administrative tasks, including ensuring an orderly and updated system is maintained for all Concierge related forms, records and paperwork as required by Building Management.
• Arranging foyer activations, building activations and signage displays.
• Arranging additional building services such as bike servicing, car cleaning and dry-cleaning services.
• Ensure the foyer is always in a presentable condition, attending to clearing of desks and tables when vacated.
• Manage visitor management to the building.
• Monitoring of race gate access and building lifts.
• Support building management and security with warden training.
• Effective communication to the site management team including cleaners, security, facilities management and property management.

 
Skills and Experience

• A strong customer/hospitality/hotel background with demonstrated experience in delivering exemplary customer service
• Written and verbal communication skills
• Previous experience in a customer experience role
• Strong passion for people, curating experiences for others and in leading premium service delivery

 Accor Benefits

• ALL Heartist Membership - Take advantage of discounts on accommodation and food & beverage worldwide!
• Family & Friends Discounts - Available on a range of accommodation, services and events for those who mean the most to you
• Accor Live Limitless (ALL) Loyalty Program - Earn status & reward points on your worldwide stays
• Learn Your Way - Support your career development with access to Accor’s industry leading training platforms, Accor Academy and Typsy
• Build Your Network - With more than 300,000 Accor professionals globally sharing the same guest passion, you have the ability to grow your hospitality network worldwide
• Worldwide Opportunities - We are a world leading hotel operator! With over 400 hotels in the Pacific and more than 5,000 across 110 countries, offering limitless opportunities to grow your career

At Accor, we welcome you as you are. We help you grow and learn, so that work brings purpose to your life. By joining Accor, every chapter of your story is yours to write, and together we can imagine tomorrow's hospitality. Accor is an inclusive company, building diverse teams across the globe.

Everyone has a story and we want to learn yours. We invite you to APPLY NOW.