Concierge Supervisor - Guest Services

the guest journey by ensuring every request is handled with care, accuracy, and timely follow-up. The position supports transportation, reservations, dry cleaning, local recommendations, special events guidance, guest calls, and service recovery while coordinating closely with internal hotel departments. The role also contributes to team training, emergency preparedness, shift communication, and quality assurance standards across the concierge function.

Key Responsibilities

* Respond to guest requests for transportation, reservations, dry cleaning, special arrangements, local services, and other concierge support needs.
* Assist guests with unique requirements and follow up to confirm satisfaction and service completion.
* Provide accurate information about hotel facilities, surrounding area amenities, special events, attractions, dining options, and activities in Dubai.
* Answer, record, and process guest calls, messages, questions, concerns, and service requests using professional telephone etiquette.
* Coordinate with relevant departments to resolve guest issues, service requests, operational concerns, or urgent needs.
* Review shift logs, daily memo books, and operational handover notes to stay updated on guest requirements and hotel priorities.
* Document important information clearly in logbooks and ensure smooth communication between shifts.
* Welcome and acknowledge guests according to hotel standards while anticipating service needs and offering genuine assistance.
* Support guests with disabilities and ensure service delivery remains respectful, practical, and guest-centered.
* Maintain awareness of guest safety, undesirable persons on the property, and unusual activity within hotel premises.
* Report accidents, injuries, unsafe conditions, and emergency concerns to the manager immediately.
* Follow property procedures for evacuations, medical emergencies, natural disasters, and other emergency situations.
* Ensure staff are familiar with the hotel emergency procedures and remain prepared to respond appropriately.
* Coordinate with internal departments whenever operational support or guest service follow-up is required.
* Maintain confidentiality of proprietary information, guest details, internal documents, and hotel materials.
* Protect company assets, tools, equipment, machines, and department resources in line with hotel policies.
* Support regular technical and skills training for the Concierge department.
* Help set up and maintain ongoing training programs with the Rooms Division Manager, Director of Rooms, Director of HR, and Learning and Development Manager.
* Ensure concierge team members understand relevant operational standards, policies, procedures, and service expectations.
* Assume Duty Manager responsibilities when scheduled.
* Complete safety training, certifications, and assigned operational duties as required.
* Carry out other reasonable tasks requested by management to support hotel operations.

Ideal Profile

* Previous experience in the same or a similar concierge role within a 4-5 star hotel is preferred.
* Good English verbal communication skills with the ability to speak clearly and professionally with guests, colleagues, and managers.
* Strong guest service mindset with the ability to remain calm, courteous, and attentive at all times.
* Ability to build positive relations with hotel residents, patrons, team members, and internal departments.
* Sound judgment when handling difficult guests, sensitive situations, complaints, or urgent service requests.
* Comfortable working in a multicultural hotel environment with guests and colleagues from diverse backgrounds.
* Able to prepare, review, and record written documents accurately and completely.
* Team-oriented approach with the ability to support colleagues, listen carefully, and contribute to shared department goals.
* Strong awareness of confidentiality, appearance standards, quality assurance expectations, and hotel service procedures.
* Reliable, organized, and prepared to take responsibility during scheduled Duty Manager assignments.

Skills Set

* Concierge services
* Guest relations
* Luxury hotel service
* Guest request handling
* Transportation arrangements
* Reservation coordination
* Local area knowledge
* Telephone etiquette
* Complaint handling
* Service recovery
* Shift handover
* Logbook documentation
* Emergency procedures
* Safety awareness
* Department coordination
* Quality assurance standards
* Team training
* Rooms division support
* Duty Manager support
* Multicultural communication
* Confidentiality
* Professional grooming standards
* Hospitality operations

Why Join Us

This role offers a valuable path for a Concierge Supervisor who wants to grow within Dubai’s competitive Hospitality sector and develop a long-term career in front-of-house hotel operations. The position provides exposure to guest service leadership, rooms division coordination, concierge training, emergency preparedness, and luxury hospitality standards. Employees can benefit from Accor worldwide discounted hotel rates, learning programs through Accor Academies, career mobility across properties, and the opportunity to contribute to responsible hospitality initiatives.

About the Company

Accor is a global hospitality group operating hotels, resorts, restaurants, and lifestyle destinations across many international markets. In Dubai, United Arab Emirates, Accor properties focus on guest experience, professional service, responsible hospitality, and career development for people who want to grow in hotel operations, rooms division, concierge services, and customer-facing hospitality roles.