Concierge agent

Company Description

"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"

Job Description

• Respond to guest requests for special arrangements or services (e.g., transportation, reservations, dry cleaning) by making arrangements or identifying appropriate providers.
• Respond to special requests from guests with unique needs and follow up to ensure satisfaction.
• Gather, summarize, and provide information to guests about the property and the surrounding area amenities, including special events and activities.
• Answer, record, and process all guest calls, messages, requests, questions, or concerns.
• Contact appropriate individuals or departments as necessary to resolve guest calls, requests, or problems.
• Review shift logs/daily memo books and document pertinent information in logbooks.
• Report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
• Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Speak with others using clear and professional language, prepare and review written documents accurately and completely and answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees.
• Comply with quality assurance expectations and standards.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Maintain awareness of undesirable persons on property premises
• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Co-ordination with any internal departments as & when the need arises.
• Ensures all staff is thoroughly familiar with the Hotel’s emergency procedures and in a state of preparedness for any emergency which may occur.
• Execution of regular technical/skills training. Is responsible for setting up and maintaining ongoing training programs in the Concierge department in conjunction with the Rooms Division Manager / Director of Rooms, Director of HR and the L & D Manager.
• He/she is familiar with all related company documentation and especially with the relevant Operational Standards for his/her field of responsibility.
• Assumes responsibility of Duty Manager when scheduled to do so.
• Other duties as assigned.
• Carry out any other reasonable task (which may not be stated here) as requested.
  
  

• Good English language verbal communication skills
• Ability to work cohesively with co-workers and managers as part of a team
• Ability to be attentive to guest needs, remaining calm and courteous at all times
• Ability to promote positive relations with hotel residents and patrons
• Ability to exercise good judgment with difficult guests
• Understanding and ability to work in a multi-cultural environment
• Preferably have experience in the same role in a 4-5 star hotel
  
  

• Employee benefit card offering discounted rates at Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21