Role
The Concierge Supervisor assists the Concierge Manager in managing the concierge team. The Concierge Supervisor is required to demonstrate humility in team leadership, be technically sound in front office programs, pride the team in service delivery, be balanced, have an inquisitive spirit, a creative mind to nurture new experiences and a sense of responsibility to support the Raffles brand. When joining the team on a pre-opening trip, the Concierge Supervisor must be ready to embody a tenacious and innovative spirit in team building alongside leaders.
Raffles Hotels & Resorts
An Oasis for Well-Travelled Travelers Since 1887 Reinterpreted for the 21st century traveller, Raffles has been synonymous with luxury, splendor and exceptional service for more than a century. Born in Singapore, the brand has since expanded its network across the globe, welcoming the influential community in every destination. Whether you come to drink, dine, party or simply relax, the dignitaries who work at Raffles know better than anyone how to ensure “arrival as guest, departure as friend, return as family”.
Main roles and responsibilities
Takes responsibility and ownership in creating personal connections through emotional well-being between concierge and guests
Deals with external stakeholders for cooperation and contracts keeping in mind the interest of the hotel
Arranges, coordinates and monitors any travel, ticket, tour and attractions reservations as well as off-site restaurant reservations arranged by the concierge
Promotes in-house facilities and sales between hotels and maintains good relations between departments to ensure a smooth guest journey
Maintains communication channels with all departments of the hotel
– Sponsor your Concierge Test Trip and make sure you stick to the service sequence
– Imposes the etiquette of the performance management system and the accuracy of administrative duties
Ready to cover all roles and functions of the concierge team
Assists the functions of other hotel departments when needed
Maintains oversight and allocates resources for the smooth running of the day-to-day operation
Responsible for maintaining stock levels, maintenance and general maintenance of equipment and operating supplies
Evaluate appearance and ensure discipline and competence of all employees under direct supervision
Assist in defining KPIs and deliverables for the year with the Concierge Manager
Create a work plan and a monthly overview of the goals set for the year with the Concierge Manager
Training and coordination with supporting departments
Use data from specific hotel systems to analyze areas for improvement and develop action plans to improve service
– Intuitively anticipates through observation and interactions the needs and wants of guests and orchestrates unique experiences
– Instantly answers any internal calls, instant messages and emails and communicates with the concerned departments in resolving guest requests
Fully understands the position of Front of-House and the entire department is constantly renewing and developing itself to make sure it keeps pace with trends in the hospitality industry
– Ensures that standards of service and individual performance are aligned with Accor’s values - guest passion, trust, sustainable performance, spirit of conquest, innovation and respect.
Executes annual sales strategy and achieves all objectives set by management
Ensures that guests receive the experience as detailed in the brand’s Standard Operating Procedures (SOP), the local Raffles Doha Standard Operating Procedures (LSOP) as well as the 5-star Forbes Quality Assurance (LQA) standards / Aims to achieve the results and objectives set by before administration
– Performs any special duties and projects as requested by management, whether in your own department or any other department in the hotel
Character traits required for the role
Possesses strong interpersonal skills and the ability to communicate in a second language
Manages all guest/team member needs with the same motivation
Embodies a creative mind to nurture new experiences while researching the latest experiences in the region
– Attention to detail and friendly demeanor to all guests and team members
Compose under pressure, make rational decisions to resolve situations, and are delivered with a degree of professionalism
Self-motivated approach to carrying out assigned responsibilities
– Ensures the security and confidentiality of guest and hotel information in accordance with the company/state data security law
Possesses good knowledge of computer system and property management
High level of integrity, enthusiasm and dedication to continuous improvement
Embraces change and open-mindedness in a dynamic work environment
Has the understanding and culture of Middle Eastern customers
Has an understanding of the key stakeholders in the luxury travel space
A caring employer that provides respect, training and career development to our employees. Attractive employer offering over 100 careers across five continents.
We are much more than a global leader. We are 250,000 hoteliers and have the same passion for welcoming. We take care of millions of guests at our 4,300 addresses and on our digital platforms. As operator, franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energies in making “Feel Welcome” resonate as the best hotel promise.
From luxury to economy and in every corner of the world, more than 20 AccorHotels brands meet all the needs of business and leisure travelers looking for comfort, attention and quality service.