Senior Concierge

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THE ROLE

The Senior Concierge assists in the management of the Concierge team. The Senior Concierge is required to demonstrate humility in leadership of the team, be technically sound on Front Office software, prides the team on flair in service delivery, be a poised communicator, has an inquisitive spirit, creative mind to curate fresh experiences and a sense of responsibility to uphold the Raffles Brand. In joining the team for a pre-opening journey, the Senior Concierge has to be ready to embody a tenacious and innovative spirit in building the team together with the leaders.

KEY ROLES & RESPONSIBILITIES

• Takes responsibility and ownership in creating personal connections through emotional luxury between Concierge and guests
• Deals with external stakeholders for collaborations and contracts with the hotel’s interest in mind
• Arranges, coordinates and monitors any travel, ticket, tour, and attraction bookings as well as offsite restaurant reservations that are arranged by the Concierge
• Promotes in-house facilities and inter-hotel sales and maintains good inter-divisional relationships to ensure seamless guest journey
• Maintains communication channels with all departments of the hotel
• Curate concierge experiential journey and ensure adherence of service sequence
• Enforces PMS system etiquette and accuracy of administrative duties
• Ready to cover all roles and functions of the Concierge Team
• Assists other hotel department functions when the need arises
• Maintains oversight and allocates resources to the smooth running of the daily operation
• Responsible for maintaining inventory levels, maintenance and general upkeep of equipment and operating supplies
• Appraise appearance, ensures discipline, and efficiency of all staff under direct supervision
• Assist to set out KPIs and deliverables for the year with the Concierge Manager
• Create action plan and monthly overview of goals set out for the year with the Concierge Manager
• Training and coordination with supporting departments
• Use data from given hotel systems to analyze areas of improvement and creating action plans for betterment of service
• Intuitively anticipates through observation and interactions guests’ needs and wants and orchestrates unique experiences
• Promptly answers any in-house guest calls, instant messages and emails and communicates with respective departments in the resolution of guests’ requests
• Fully understands the Front-of-House position and the whole department constantly renews and develops itself to make sure to keep up with the trends in hospitality industry
• Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Executes the annual upsell strategy and achieves all goals as set by management
• Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Doha Local Standard Operation Procedure (LSOP) as well as Forbes 5-star / Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by management
• Performs any duties and special projects as requested by management whether in your own department or any other department in the hotel

PERSONAL ATTRIBUTES REQUIRED FOR THE ROLE

• Possesses strong interpersonal skills and ability to communicate in second language
• Manages all guests/team members’ needs with equal drive
• Embodies a creative mind to curate new experiences whilst sourcing for the latest experiences in the region
• Carries an eye for detail and an approachable demeanor for all guests and team members
• Composed under pressure, makes rational decisions to resolve situations, delivered with a degree of professionalism
• Self-driven approach to carry out assigned responsibilities
• Ensures security and confidentiality of guest and hotel information in accordance to company/country’s data security act
• Possesses good computer and property management system knowledge
• High level of integrity, enthusiasm, dedication for continuous improvement
• Embraces change and open-minded in a dynamic work environment
• Has an understanding of the middle eastern clientele and culture
• Has an understanding of key stakeholders in the luxury travel space