Head of Concierge

About the role

AccorHotel is seeking a dynamic Head of Concierge to lead its concierge team in Makkah. You will be responsible for delivering exceptional, personalized service to all guests, including VIP and high‑profile clients, while upholding the brand’s high standards of hospitality.

Key responsibilities

• Lead, manage and develop the concierge team to ensure 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, 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.

Required profile

• 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 or a similar 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 abilities.
• Ability to remain calm and solution‑focused under pressure.
• High level of discretion, confidentiality, professionalism and emotional intelligence.
• Fluency in English; additional languages are an advantage.
• Flexibility to work weekends, holidays and outside standard hours when required.

Required skills

• Microsoft Office
• CRM systems