Head Concierge - Fairmont Agra

Lead and supervise the concierge team, providing guidance, training, and performance management to ensure exceptional service delivery Manage guest requests and special requirements with professionalism and attention to detail, ensuring timely and satisfactory resolution Coordinate reservations, restaurant bookings, transportation arrangements, and activity bookings for guests Provide expert local knowledge and personalized recommendations regarding attractions, dining, cultural sites, and experiences in Agra and surrounding regions Maintain comprehensive vendor and partner relationships including restaurants, tour operators, transportation services, and entertainment venues Handle complex and high-priority guest requests, including emergency situations and VIP accommodations Oversee concierge desk operations, including scheduling, inventory management, and administrative documentation Ensure consistent quality standards and service excellence across all concierge services Develop and maintain detailed local information resources and databases for guest reference Collaborate with other hotel departments to coordinate seamless guest experiences and resolve interdepartmental issues Monitor guest satisfaction and gather feedback to continuously improve concierge services Represent the hotel in professional concierge associations and maintain industry best practices Manage concierge budgets and track expenses related to guest services and team operations Minimum 8-9 years of professional concierge experience in a luxury hotel or hospitality environment Proven leadership experience managing and supervising a concierge team of 3 or more staff members Exceptional knowledge of Agra, including major attractions, cultural sites, dining establishments, and local experiences Fluency in English; additional language proficiency (Hindi, French, or German) is highly valued Strong organizational and multitasking abilities with the capacity to manage multiple guest requests simultaneously Excellent interpersonal and communication skills with the ability to interact professionally with guests from diverse backgrounds Proficiency in hotel management systems and reservation software platforms Demonstrated ability to handle high-pressure situations and resolve complex guest issues with composure and professionalism Strong vendor and relationship management capabilities with proven track record of maintaining partnerships Certification from Les Clefs d'Or (International Concierge Association) or equivalent professional concierge credential Experience in a Fairmont property or other luxury hotel chain Knowledge of travel logistics, visa requirements, and international travel arrangements Experience with budget management and expense tracking for departmental operations Familiarity with cultural tourism and heritage site management in India Background in hospitality training and staff development programs Experience representing the hotel in professional concierge associations and industry forums WHAT IS IN IT FOR YOU: Come As You Are Work With Purpose Grow, Learn and Enjoy Explore Limitless Possibilities "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 Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"