Personalized Guest Experience Specialist

Role: Concierge Agent

Job Description:

• The position is responsible to act as the point of reference for guests who need assistance or information. The Concierge Agent understands guests' needs and requests and provides them with personalized solutions for hotel offerings and Singapore-specific activities and attractions.

Key Responsibilities:

• Executes Concierge Core Tasks

• Accommodates all guest needs and requests with focus on guest service, anticipating guest needs, and creating memorable experiences through personalized service.
• Takes responsibility and ownerships for all resident and visitor services rendered by the Concierge section. Carries out any other duties as and when assigned by the management of the department.
• Ensures the smooth running of the Concierge section by performing all tasks in adherence with the code of ethics.
• Ensures service standards and individual performance is aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.

Deals with External Stakeholders:

• Arranges, coordinates and monitors limousine services to ensure all guests receive the appropriate attention from departure to arrival of the booked vehicle and that revenue is maximised without compromising the service experience and perception of the guest.
• Arranges coordinates and monitors any travel, ticket, tour, and attraction bookings as well as offsite restaurant reservations that are arranged by the Concierge section.

Deals with Internal Stakeholders:

• Works with the Doormen and Porters, Reception and Raffles Service team and maintain good inter-departmental relationships, especially with Housekeeping and Butlers to ensure seamless customer service.
• Promotes in-house facilities and inter-hotel sales and maintain good inter-divisional relationships to ensure seamless customer service.
• Addresses any security incidents and guest complaints to the Lobby Manager and reacts proactively when suitable and appropriate.

Improves Quality of Product and Services:

• Ensures guests receive the experience as detailed brand Standard Operation Procedure (SOP), Raffles Hotel Singapore Local Standard Operation Procedure (LSOP) as well as Leading Quality Assurance (LQA) standards, and aim to achieve the scores and goals set by management.
• Adheres to Workplace Safety and Health (WHS) policies and procedures.
• Performs any other duties and responsibilities that may be assigned.

Candidate Profile:

Knowledge and Experience:

• Minimum of 2 years of relevant experience in the hotel industry.
• Strong working knowledge of Microsoft Office in particular Excel.

Competencies:

• Possesses strong interpersonal skills and ability to communicate in second language.
• Ascertains and addresses guest/colleague needs.
• Focuses on service with an eye for detail and an approachable attitude.
• Works well under pressure, analyses and resolves problems, exercises good judgment and with a high degree of professionalism.
• Prioritises, and organises work assignments and delegates work effectively.
• Self-motivates and shows good initiative in a dynamic environment.
• Ensures security and confidentiality of guest and hotel information.
• Possesses good computer and property management system skills.
• Embraces and responds to change effectively.

Benefits:

• 5-day Work Week.
• Duty Meals are provided.
• Colleagues' Discount and/or Preferential Room Rates at worldwide Accor Hotels.
• Flexible Benefit – Dental/Optical/Vacation Expenses/Children's Education.
• Medical and Wellness Benefit.
• Comprehensive Insurance Coverage.
• Local/Overseas Career Development & Growth Opportunities.
• Holistic Learning and Development Opportunities.

• Excellent Communication Skills
• Teamwork
• Microsoft Office
• Quality Assurance
• Works Well Under Pressure
• Interpersonal Skills
• Workplace Safety
• Handle guest feedback
• Career Development
• Welcoming guests
• Approachable
• Guest Satisfaction
• Customer Service