Precinct Head Concierge

4 weeks ago

Melbourne, Victoria, Australia Grupo Mantra Full time
Precinct Head Concierge

Accor is a world leader in the hospitality industry, with a presence in 110 countries and a portfolio of over 5,000 hotels, 10,000 restaurants and bars, and 30+ Qantas Lounges. Our group deploys an integrated hospitality ecosystem that is among the most diversified in the world, encompassing 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 Hospitality Services is transforming the world of tomorrow by delivering the day-to-day hospitality needs of our bespoke Partners across Australia.

Key Responsibilities:
  • 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 day-to-day operations of Accors service delivery ensuring compliance with Accors 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.
Requirements:
  • Demonstrated experience in leveraging relationships and partnerships to drive customer outcomes;
  • A strong customer/hospitality/hotel background with demonstrated experience in delivering exemplary 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 $85,000 + 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 exclusive platform for our Heartists providing access to discounts such as movie tickets/shopping alongside wellness and mindfulness digital classes;
  • Access to Accor Academie to assist in your development and growth for a career of limitless potential with Accor.

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