Concierge
Accor · Queenstown
Company Description
Lead with distinction. Inspire with purpose. Define luxury in New Zealand’s most iconic alpine destination.
Thrive in an environment where care and kindness are at the heart of everything we do. With us, you can take pride in being part of a wider global team leading the way in local sustainability initiatives. Working together with our communities, we will empower you to make your own meaningful impact. We will support you to maintain your wellbeing too, so that you can live life to the full.
Be part of something extraordinary. At Hotel St Moritz, part of the MGallery Hotel Collection, we invite you to belong in a place where you can be yourself, love what you do, and surpass your own expectations as well as those of our guests.
Job Description
Luxury Purpose: Join our Concierge team and play an important role in delivering exceptional guest experiences. You will assist with guest arrivals and departures, including valet parking and luggage handling, while providing personalised recommendations and arranging local experiences. Through warm, attentive service and strong local knowledge, you will help create a seamless and memorable luxury stay
Duties
- Greet every guest and visitor with genuine warmth, ensuring they feel valued and comfortable from the moment they arrive.
- Provide a high standard of service to all hotel guests, anticipating and proactively attending to guest requests and enquiries.
- Assist with guest arrivals and departures, including car doors, luggage handling and escorting guests to their rooms when required.
- Coordinate luggage delivery and storage, ensuring baggage is handled promptly and securely.
- Assist with group arrivals and departures, including luggage coordination and guest assistance during their stay.
- Arrange transportation, restaurant reservations, tours, and local activities on behalf of guests.
- Maintain strong knowledge of hotel services, facilities, and local attractions to provide accurate information and recommendations.
- Deliver guest amenities to rooms as required and assist with VIP arrival preparations.
- Liaise with local activity providers, transport operators, and service partners to coordinate bookings.
- Maintain the cleanliness and organisation of the concierge desk, driveway, car park, luggage trolleys, ski locker and guest equipment.
- Ensure the concierge and guest service areas are organised and ready to support daily arrivals and departures
- Communicate effectively with the Front Office team and other hotel departments regarding guest requests, messages, and operational updates.
- Exercise care and responsibility when parking guest vehicles. Follow procedures set out in manual
Systems & Procedures
- Accurately record and charge guest accounts for activities, transport, or services arranged.
- Ensure all bookings made on behalf of guests are recorded correctly in the relevant systems.
- Follow hotel procedures regarding billing, supplier charges, and documentation.
- Report damaged equipment or maintenance issues that may impact operational costs.
- Suggest any improvements that could be made to improve existing systems and procedures.
Customer Services
- Deliver personalised service that meets and exceeds guest expectations.
- Anticipate guest needs and provide proactive assistance wherever possible.
- Provide accurate and helpful information about the hotel, facilities, and local area.
- Respond promptly and professionally to guest enquiries, requests, and concerns.
- Assist with VIP guest arrivals and provide additional support where required.
- Encourage guest feedback and assist in resolving service concerns using positive problem-solving.
- Treat guests and colleagues from all cultural backgrounds with respect and professionalism.
- Maintain a welcoming and professional presence in all guest interactions.
- Support the promotion of hotel packages, special offers, and services
Qualifications
You will harness your luxury attitude, with humble excellence, a distinguished presence, and elevated emotional intelligence. Your pride and passion will be complemented by:
- Effective time management
- Experience in Front Office at a 5-star property preferred
- Immaculate grooming and personal presentation
- Flexibility to work a variety of shifts throughout a 7-day week, 5-days on/2-days off
- Articulate communication skills and an understanding of luxury guest expectations
- Self-motivated and enjoy working autonomously
- Friendly and engaging
- Co-ordinate various tasks simultaneously
- Excellent English communication in written and verbal.
- Clean police record
- Current, full driver's license
You must hold the rights to work in New Zealand
Additional Information
Bring passion and dedication to excellence, and we will recognise your contribution with a variety of benefits, rewards and development opportunities. Join us, and you can thrive as an individual as well as being part of a supportive and inclusive team.
- We offer competitive pay with benefits including daily staff meals and dry-cleaned uniform and laundry allowance, anniversary stays with F&B credit to enjoy.
- Discounted Hotel stays, food and beverage rates and Spa treatments, worldwide - for yourself and for friends and family, across our entire network.
- Ongoing reward and recognition incentives and awards.
- Opportunities for further development and worldwide career progression within Accor - travel the world with us!
- Refer a friend incentive
- Supportive and friendly working environment.
Support us in growing our distinctive culture by living the La Maison values of
- Passion and Pride: Be passionately in love with our brands, our guests and our people. Use our Emotional Intelligence
- Excellence: Comprehensive business approach, driving all levers to be best-in-class.
- Empowerment: Be an entrepreneur, fully accountable, with strong KPIs and freedom too.
- Proximity: Family spirit, responsibleness, solidarity & constant dialogue with the field.
- Trust & Transparency: Share everything, no taboo. Feedback is a gift.
- Long Term Relationship: With everyone – create a strong sense of belonging.
- Bespoke & Free: 100% experience driven, tailored service. Unlock creativity.
Our commitment to Diversity & Inclusion:
We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent. We offer reasonable adjustments to support you. If you require an adjustment to be made during the recruitment process, you're welcome to let us know.
Guaranteed min 30 hours per week.