Chief Concierge

**Company Description** Sofitel Riyadh Hotel & Convention Center: A Symphony of French Elegance and Saudi Arabian Warmth**

The Sofitel Riyadh is dedicated to providing a five-star experience characterized by luxury, elegance, and impeccable service. The hotel's commitment to personalized attention ensures that each guest's stay is not just comfortable but memorable. Blending urban sophistication with refined opulence, the Sofitel Riyadh creates an atmosphere where every detail is thoughtfully curated to offer a unique and unforgettable experience.

By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world

You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment.

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

**Hospitality**is** a**work** of**heart**,**
**Join** us and**become** a**Heartist**®.**
- To constantly monitor guest service level, ensuring a maximum guest satisfaction.
- Demonstrates a commitment to provide warm, anticipative service to exceed the needs and expectations of our discerning guests.
- To oversee the Concierge operations, including the bell desk and doormen, ensuring that the hotel standards and procedures are fully known and followed.
- To ensure appropriate stock level for the smooth run of the Concierge operations and to prepare requisitions accordingly.
- To always ensure a proper coverage and supervision of the Concierge.
- To be most of the time in the guest area to have a contact with the guests and to socialize, playing a Public Relations role.
- To ensure that all guests receive a warm welcome and that they enjoy their stay being offered the finest personal service.
- To ensure that both the arrival and the departure lists are updated, transportation and airport services are scheduled and respected and all the set-ups are according to guest requests and needs.
- To ensure that all team members provide prompt, updated and correct information about the city, locations, events, programs, traffic, weather, etc., and do the needful bookings, purchasing or arrangements.
- To ensure that all the outsourced services contracted by the Concierge are of high quality and fully corresponding to the guests’ and hotel’s requirements and needs, as approved by the hotel management.
- To act as a representative of the Management when dealing with guest complaints or if a member of the Concierge team is facing difficulties that she/ he cannot solve on her/ his own.
- To manage any guest complaint in a professional manner, by owning it, resolving it to the guest satisfaction and recording it.
- To be fully aware of and to report all guest comments or complaints.
- To ensure that Guest History records are accurately maintained and all recurring guests are pre-registered.
- To be aware of all VIPs visiting or staying in the hotel.
- To offer assistance at any time in the operations and to monitor, highlight and suggest improvements on any malfunction.
- To ensure and perform a proper use of all the equipment and property management system, to have a perfect knowledge of the set ups.
- To ensure the strict control of room keys and section keys.
- To daily review and update the Concierge logbook and to sign it.
- To assign duties and responsibilities to subordinates and to assist them in their duties. To daily implement and control the check lists.
- To assist in securing external guest accommodation should an overbooking occur.
- To conduct a daily line up briefing with the Concierge team members to recapitulate tasks and activity.
- To attend any inter-departmental meeting using this opportunity to encourage the interactivity with the Concierge team and to review the operational standards and procedures.
- To share daily activity highlights with the FOM, including internal and external guest opportunities.
- To ensure the Accor loyalty programs are promoted and to build strong and long-term relationships with the guests.
- To be an ambassador of the Concierge and of the hotel, in and outside the workplace.
- To personally greet and escort the guests rather than pointing out directions.
- To ensure trainings and regular “refresher” courses are conducted and attended as scheduled.
- Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Leading Quality Assurance (LQA) standards, and aims to achieve the scores and goals set by management.

**Qualifications**
- To be an active member of L