Head Concierge
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Head Concierge

Accor HQ

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Head Concierge

About the job

Head Concierge

At Cape Grace Hotel, managed by Accor, our Front Office Department, thrive with the commitment of Colleagues and Leaders who model our values of Respect, Integrity, Teamwork Accountability and Excellence. Head Concierge plays a vital role in ensuring every guest that visits Cape Grace Managed by Accor leaves with a long-lasting impression of wanting to return.

Purpose of the job

  • Gather, summarize, and provide information to guests about the property and the surrounding areas. The hotel concierge is expected to be an EXPERT of the local area.
  • Answer telephonic calls and assist guests with special requests, questions, or concerns.
  • Respond to emails within the required time frame of 12 hours. 
  • Designing guests’ itineraries according to a 5-star standard by going over and beyond what is expected of you to ensure every guest feels valued and that their expectations are exceeded.
  • Ability to think out of the “box”. Guests will require your assistance in curating their stay in Cape Town. They will rely on your expertise and experience to ensure their stay is nothing short of amazing.
  • Being an efficient link between the guests and other departments of the hotel. Contact appropriate individuals or departments (e.g., Food and Beverage department, Reservations and Housekeeping) as necessary to resolve guest requests or enquiries.
  • Advise and assist guests in booking Cape Grace Managed by Accor recommended restaurants, tours, activities, shopping locations, galleries, kid’s activities, rainy day activities, walking tours, private tours, scheduled tours, luxury transfers and vehicles as well as unique experiences.
  • Curating Cape Grace Managed by Accor specific tours to enhance guest experiences making the hotel unique in providing “a little more”.
  • Every Concierge member will have the responsibility of a designated portfolio in order to ensure every aspect of Cape Town is covered and templates are created to provide exceptional service.
  • Recording guest feedback on tours and restaurants in Cape Town to ensure all recommended restaurants and tours are within a 5-star requirement.
  • Head Concierge needs to be able to think on their feet. Guests will have read up and have been recommended certain restaurants, tours and activities in Cape Town. You will therefore need to provide immediate feedback when presented when an inquiry.
  • Develop and maintain relationships with suppliers and restaurants in order to facilitate and exceed guest expectations.
  • Maintaining relationships are also required in order to arrange Educational’s and attend site inspections so that all Front of House members are able to recommend from first-hand experience.
  • Maintain good relationships with other Concierge members in Cape Town so that the ultimate goal is to serve the tourism industry and promote Cape Town as the destination to visit when coming to South Africa.
 

Skills, education and qualification requirements

  • Grade 12 or equivalent.
  • A Hospitality Management qualification is a strong recommendation.
  • Experience in the Front of House department of the hospitality industry, specifically in Concierge or Guest Relations.
  • Experienced in Property Management Systems, i.e. Fidelio Opera, MS word, Excel, Outlook and Powerpoint.
  • Developing and nurturing interpersonal relationships (with guests, suppliers and colleagues).
  • Demonstrates proficiency in English (Verbal, Written, Reading), excellent written and verbal communication with people on all levels.
  • Conversational proficiency on another language is a recommendation.
  • Excellent organizational and planning skills.
  • Have the ability to work under pressure.
  • Welcoming Attitude and a Good Sense of Humour
  • Enthusiastic
  • Enjoy anticipating and exceeding guest expectations.

Competencies

  • Quality Orientation; Persuading and Influencing
  • Relating and Networking
  • Continuous learning
  • Entrepreneurial and Commercial Thinking
  • Creating and Innovating
  • Planning & Organising
  • Contributing to Team Success
  • Driving and Persevering; Exceeding Guest Expectations
  • Good Interpersonal and Guest Relations Skills

TASKS, DUTIES & RESPONSIBILITIES

Customer Service

  • An ambassador of Cape Grace Managed by Accor and Related Entities, by providing consistent memorable guest experiences
  • Demonstrates and ensures the Accor Heartist standards and Code of Ethics in all interactions with guests, and colleagues.
  • Welcomes and assists guests according to the Cape Grace Managed by Accor Standards.
  • Greets and assists guests following the Cape Grace Managed by Accor standards either in person or over the phone.
  • Greets all guests courteously, using the guests name whenever possible
  • Respond to Guests and will inquire as to the Guest satisfaction and thank the guest for choosing Cape Grace Managed by Accor.
  • Aware of VIP visitors and long-standing guests, offering them a polite and courteous personal service
  • Must have sound knowledge of the Cape Grace Managed by Accor and Related Entities services and amenities in order to provide optimum customer service
  • The Head Concierge must also know the city and surrounding areas intimately and will offer guests directions in a clear and concise manner.
  • Remains observant, notes preferences of the guest, and respond accordingly to inquiries and requests.
  • Ensure the efficient and prompt handling and delivery of all messages, facsimiles and parcels throughout the Hotel
  • Supervises the Leisure Club Agents on their day to day duties and update the revenue tracker.
  • Maintains a perpetual presence throughout the hours of the shift.

Employee Relations

  • Constantly review training needs within the department primarily through the Hotel's appraisal system in conjunction with the Guest Services Manager
  • Be responsible for and pro-active in the recruitment and selection of all Concierge staff
  • Implement and monitor minimum standards of service throughout the Department resulting in a GAP analysis score of no less than 90%
  • Responsible for the Departmental roster, ensuring adequate staffing at all times.
  • Ensure that all Concierge team are correctly dressed and groomed for work
  • Regularly conduct departmental meetings, encouraging two-way communication when doing so
  • Facilitates performance evaluations for all Concierge colleagues
  • Regular communication with the Night Manager regarding the supervision of the Night Concierge staff, identifying and dealing with any issues that may arise
  • Be familiar with all daily events and functions occurring within the Hotel and to effectively communicate this information to all staff on duty
  • Be aware of the daily schedule and activity of the Hotel's drivers
  • Maintain amicable and co-operative working relations with other departments
  • Establish and maintain an effective communication system with Reception, Front Office Management and Airport Services with regard to VIP arrivals and departures

Health & Safety

  • To ensure a safe and healthy environment for all guests and employees at all times.
  • Comply with all Occupational Health and Safety legislation, using working practices that are safe and sensible to your colleagues and to yourself
  • Ensure that no suspicious packages are accepted
  • Ensure that the Concierge desk, Hotel entrance and Lobby is kept clean and tidy at all times
  • Responsible for the maintenance of all Concierge equipment
  • Maintains own working area, materials and department is in good shape; reports defective materials and equipment to Guest Services Manager

General

  • Be familiar with courier companies and their charges
  • Attend any courses Management may deem beneficial
  • Manages all purchasing requirements for Concierge Desk
  • Completes and manages further tasks which may not be related to the job


Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.


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

 

Closed

Head Concierge

Cape Town, South Africa

Full-time, Indefinite

Start Date:As soon as possible

Latest start date:

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