Concierge Team Leader | Accor

Job Description

Work Your Way to Pullman & Mercure Melbourne Albert Park!

Situated opposite the picturesque Albert Park Lake and views of the Melbourne CBD skyline, our dual-brand hotel hosts 378 rooms, restaurant, bar, pool, gym and one of the largest conference spaces in Melbourne with 31 conference spaces; offering business and leisure travellers a lavish space to meet and rejuvenate.

Accor is Australia’s Largest Hotel Network with 50+ brands, 5100+ hotels operating in 110 countries. 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.

A Concierge Team Leader plays a vital role in ensuring the success of a guest’s stay by creating memorable experiences and lasting impressions. This role requires a genuine love for people interactions and a collaborative approach to working with guests and fellow team members. Through a proactive and intuitive service style, the Concierge anticipates, aligns, and delights guests, exceeding their expectations at every opportunity.

Responsibilities

• Lead and mentor the concierge/porters team to deliver exceptional service, fostering a culture of excellence.
• Support associates in all areas, ensuring they provide top-notch customer service.
• Enhance guest experience through guest arrival experience & VIP guest recognition plans.
• Exemplify exceptional hospitality, inspiring the team to excel in guest interactions.
• Manage front drive operations, assisting valet and porters
• Evaluate staffing levels for optimal guest service and operational efficiency.
• Maintain upkeep of luggage rooms and hotel assets to ensure a seamless experience.
• Be visible during peak times in public areas, attending to guest needs promptly.
• Provide comprehensive information about hotel services, local attractions, dining options, and more to guests.
• Promote the hotel’s Food and Beverage outlets and maintain lobby cleanliness and orderliness.

• Exceptional guest service skills, polished presentation, and effective verbal and written communication abilities.
• Guest-oriented mindset, vibrant personality, and a passion for assisting others.
• Fluency in English (both verbal and written); proficiency in additional languages is advantageous.
• Ability to multitask in a dynamic, fast-paced environment and adapt to changing priorities.
• Flexibility in working hours, with the capacity to work independently or with minimal supervision.
• Strong analytical and problem-solving skills, enabling sound decision-making.
• Proficiency in Microsoft Windows and MS Office suite, including Excel, Word, PowerPoint, and Outlook.
• Familiarity with Opera software and Front Office computer systems.

Benefits and Perks

• On-site car park available.
• Access to confidential Employee Assistance Program.
• Inclusive and diverse environment.
• A friendly and supportive work environment
• Reward and recognition programs.
• Mentoring and career development along-side experienced and dedicated professionals
• Global discounts on hotel accommodation & Food and Beverage, including special rates with our partnership brands such as Europcar.