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 Customer Experience Manager, your primary responsibility will encompass overseeing the operations of the site’s Concierge 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
• 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 and participate in CX training with your team, 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

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
• https://careers.accor.com/global/en/job/head-concierge-in-2-market-st-2000-sydney-au-jid-82822