Duty Manager

1 week ago

Melbourne, Victoria, Australia 242 Exhibition Street Mlb Full time

Accor is a world leader in the hotel industry, present in 110 countries, with more than 5,000 hotels and 10,000 restaurants and bars.

The group deploys an integrated hotel ecosystem that is among the most diversified in the sector, notably associating luxury and high-end brands, mid-range and economic offers, exclusive lifestyle concepts, venues for shows and entertainment, clubs, restaurants and bars, private residences, shared accommodation, concierge services and co-working spaces.

Accor thus has a portfolio of incomparable brands, led by more than 300,000 employees around the world. More than 65 million members benefit from the group's complete loyalty program, ALL - Accor Live Limitless.

_ Accor Hospitality Services is transforming the world of tomorrow by delivering the day-to-day hospitality needs of our bespoke Partners across Australia. Accor's vision of an Augmented Hospitality Experience that isn't confined by the walls of our hotels, is forged on our Heartist Culture, inspired by our hotels and by loyalty. We provide bespoke hospitality solutions that are Human centric, animated and inspiring and we a searching for inspiring Heartists to join our growing team._


We are searching for incredible talent to join our
Hospitality Services team in the position of
Head Concierge based in Melbourne.

Reporting to your State Operations Manager, VIC,QLD,SA - you will be responsible for the delivery of Accor's Concierge services ensuring a consistently high level of service delivery, proactive tenant engagement alongside supporting as required with tenant activation initiatives.


Key duties of this role include, but are not limited to the following:

  • Ensure the team, including yourself, are focused on proactively greeting, welcoming and serving tenants and visitors to the asset;
  • You and your team will be the key source of knowledge for tenants and visitors about the asset and local precinct;
  • Focus on providing services that add convenience, exclusivity, community and utility;
  • The role will be based in the lobby area of the office building to which you are assigned. This involves both time at the Concierge desk and time roving throughout the Lobby (and building precinct) to proactively engage with tenants, retailers and visitors;
  • You are the face of Accor to the building owner/manager, tenants and visitors and are key to representing our brand alongside that of our Client. You are the mentor and leader to the Executive Concierge(s) in your team;
  • Responsibility over the daytoday operations of Accor's service delivery ensuring compliance with Accor's KPI's for Concierge Services in your asset;
  • Identify opportunities and ways to innovate the customer experience by reviewing feedback, interacting with tenants and identifying new trends;
  • Deployment of best practice tools, participation in CX training with team, Heartist Engagement and quality assurance programs supporting your team with training where required;
  • Embrace the Accor values and lead by example in demonstrating the spirit of the values in all actions and interactions.

To be successful in this role you will:

  • Demonstrated experience in leveraging relationships and partnerships to drive customer outcomes;
  • A strong customer/hospitality/hotel background with demonstrated experience in delivering excemplary customer service;
  • A passion for people cultivating stakeholder relationships both internal and external;
  • Written and verbal communication skills;
  • A minimum 2 years experience in a customer experience role;
  • Strong passion for people, curating experiences for others and in leading premium service delivery.

What's in it for you:

  • An above market salary of $80,000 + super;
  • An opportunity to Work Your Way, Learn Your Way and experience Benefits Your Way at Accor;
  • Ability to really contribute and feel pride in knowing you have made a difference in the transformation and strategic growth of this growing division of Accor;
  • Access to the market leading Heartist Program with exclusive discounts on travel, hotels, restaurants, bars and much much more;
  • Access to Perk Box, an app based exlusive platform for our Heartists providing accesst to discounts such as movie tickets/shopping alongside wellness and mindfullness digital classes;
  • Access to Accor Acadmie to assist in your development and growth for a career of limitless potential with Accor.
Aboriginal & Torres Strait Islander people are strongly encouraged to apply.

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