Chief Concierge
2 days ago
Oversee the Concierge team to ensure the highest quality of service experience to our guests while maintaining smooth operations.
Involved in operations and be accountable for the Concierge teams service delivery, provides coaching and advisory to help team members deliver the expected service experience.
Actively refine the service standards and SOPs; communicate and cascade to team members and our service partner to ensure they are adhered to.
Ensure counter coverage with review of in-house/outsourced team staffing rosters; stand-in at the counter in the event of staff shortage.
Attend to special events e.g. VIP visits, service recovery incidents or escalated feedback.
Actively curate and deliver training contents to constantly refresh the Concierge team on the SOPs, service best practices and other contents.
Respond to customer feedback emails, collate feedback register on a monthly basis with recommendations on improvements.
Requirements:
Min Diploma in any discipline
8 to10 years of relevant concierge experience
Experience in leading and managing a team
Experience in premium luxury hospitality establishments e.g. hotels, airlines, Grade A commercial buildings will be an advantage
Self-initiated, disciplined and experienced in leading and rolling out initiatives, people management, performance assessment.
Able to conduct stand-up training on service & SOP matters
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