Summary
Accor is hiring a Head of Concierge at SOFITEL JABAL OMAR MAKKAH in Makkah, Saudi Arabia. The role leads the concierge team, oversees daily operations, handles VIP guest requests and escalations, and coordinates reservations, transportation, events, and tailored experiences. Candidates should have 3–5+ years of relevant hospitality or guest-experience leadership experience; a related bachelor’s degree is preferred. Fluency in English is required, and applicants must be Saudi nationals.
The posting
As published on accor.com. Pulled from the employer's site and shown as they wrote it.
Company Description
Why work for Accor?
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 Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"
Job Description
Lead, manage, and develop the concierge team to deliver consistently exceptional service.
Establish and maintain high standards, policies, procedures, and service protocols.
Oversee daily concierge operations, ensuring efficient and professional service delivery.
Manage VIP, high-profile, and special-request clients with discretion and attention to detail.
Build strong relationships with guests, residents, clients, suppliers, hotels, restaurants, transportation providers, and other service partners.
Anticipate guest needs and proactively create personalized experiences.
Handle complex requests, complaints, and escalations professionally and efficiently.
Coordinate reservations, transportation, entertainment, events, travel arrangements, and bespoke experiences.
Develop and maintain a reliable network of premium local and international suppliers.
Monitor service quality, guest satisfaction, response times, and operational performance.
Implement training and coaching programs to continuously improve team capabilities.
Prepare and monitor departmental budgets, costs, and resources where applicable.
Ensure compliance with company policies, confidentiality requirements, health and safety standards, and applicable regulations.
Collaborate closely with Front Office, Guest Relations, Housekeeping, Security, Events, Sales, and other departments.
Identify opportunities to improve concierge services, introduce new experiences, and enhance customer loyalty.
Maintain accurate records of guest preferences, requests, and service interactions while respecting privacy and confidentiality.
Qualifications
Bachelor's degree in Hospitality Management, Business Administration, Tourism, or a related field preferred.
3–5+ years of experience in concierge, luxury hospitality, guest relations, lifestyle management, or a similar customer-experience leadership role.
Strong knowledge of luxury hospitality, lifestyle services, local attractions, dining, travel, and entertainment.
Excellent communication, interpersonal, and relationship-building skills.
Strong leadership and team-management capabilities.
Exceptional organizational and multitasking skills.
Ability to remain calm and solution-focused under pressure.
High level of discretion, confidentiality, professionalism, and emotional intelligence.
Proficiency in Microsoft Office and relevant hospitality/CRM systems.
Fluency in English; additional languages are an advantage.
Flexibility to work weekends, holidays, and outside standard hours when required.
Additional Information
experience is an asset
Fluency in English, additional languages are a plus