Concierge Agent - Intern

Company Description

#BeLimitless 

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 an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.  

Do what you love; care for the world; dare to challenge the status quo! #BELIMITLESS 

Job Description

THE ROLE 

The Concierge is responsible for providing personalised solutions to all guests’ needs and requests. The Concierge is required to demonstrate a pleasant and approachable demeanor during daily duties, has a guest centric approach in service delivery, embody a spirit of team work and a sense of responsibility to uphold the Raffles Brand. In joining the team for a pre-opening journey, the Concierge has to be ready to embody a tenacious and innovative spirit in building the team together with the leaders.

KEY ROLES & RESPONSIBILITIES 

• Takes responsibility and ownership in creating personal connections through emotional luxury between Concierge and guests 
• Arranges, coordinates and monitors any travel, ticket, tour, and attraction bookings as well as offsite restaurant reservations that are arranged by the Concierge 
• Promotes in-house facilities and inter-hotel sales and maintains good inter-divisional relationships to ensure seamless guest journey 
• Maintains communication channels with all departments of the hotel 
• Curate concierge experiential journey and ensure adherence of service sequence 
• Enforces PMS system etiquette and accuracy of administrative duties 
• Ready to undertake all roles and functions of the Concierge Team 
• Assists other hotel department functions when the need arises 
• Maintain inventory levels and general upkeep of equipment and operating supplies 
• Upkeep personal grooming standards, ensures discipline, and efficiency of duties 
• Training and coordination with supporting departments 
• Intuitively anticipates through observation and interactions guests’ needs and wants and orchestrates unique experiences 
• Promptly answers any in-house guest calls, instant messages and emails and communicates with respective departments in the resolution of guests’ requests 
• Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect. 
• Executes the annual upsell strategy and achieves all goals as set by management 
• Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Doha Local Standard Operation Procedure (LSOP) as well as Forbes 5-star / Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by management 
• Performs any duties and special projects as requested by management whether in your own department or any other department in the hotel 
• Reports any suspicious behaviour of guests and staff to the Managers and Security 

Qualifications

PERSONAL ATTRIBUTES REQUIRED FOR THE ROLE 

• Possesses strong interpersonal skills and ability to communicate in second language  
• Manages all guests/team members’ needs with equal drive 
• Embodies a creative mind to curate new experiences whilst sourcing for the latest experiences in the region 
• Carries an eye for detail and an approachable demeanor for all guests and team members 
• Composed under pressure, makes rational decisions to resolve situations, delivered with a degree of professionalism 
• Self-driven approach to carry out assigned responsibilities 
• Ensures security and confidentiality of guest and hotel information in accordance to company/country’s data security act 
• Possesses good computer and property management system knowledge 
• High level of integrity, enthusiasm, dedication for continuous improvement 
• Embraces change and open-minded in a dynamic work environment 
• Has an understanding of the middle eastern clientele and culture  
• Has an understanding of key stakeholders in the luxury travel space 

Additional Information

The hotel reserves the right to revise all job descriptions from time to time as business needs demand. Other duties may be assigned as and when necessary. The above-mentioned job description attempts to outline key aspects of the role, however, does not limit its right to assign other duties to an employee in this position. This job description does not constitute a written or implied contract of employment.