Concierge Manager

24 hours ago

Singapore ROYAL PLAZA Full time
Job Summary:
As the Concierge Manager, you will lead and manage the overall operations of the Concierge Department, including Guest Services Assistants. You are responsible for ensuring exceptional guest service and a smooth flow of information, logistics, and assistance for all guest-related needs. Your role requires strong leadership, operational excellence, and a deep knowledge of Singapore's attractions, ensuring that each guest enjoys a memorable and colourful stay.
Key Responsibilities:
Service and Guest Excellence:
  • Ensure that the hotel's brand standards of service excellence are consistently maintained and exceeded.
  • Anticipate and fulfil guest needs and preferences, tailoring services to enhance their stay.
  • Ensure a warm, genuine, and engaging welcome is extended to all guests.
  • Handle guest requests, room-related issues, and special requirements promptly and professionally, escalating to the Duty Manager when needed.
  • Address and document special guest preferences, ensuring this information is captured in guest history profiles for future reference.
  • Implement new ideas and innovations to enhance guest experience.

Operational Management:
  • Oversee the efficiency of the Concierge team, including Guests Services Assistants.
  • Establish and maintain operational standards and implement new procedures to enhance productivity, efficiency, and guest comfort.
  • Maintain accurate knowledge and communicate up-to-date information on Singapore's Arts, Culture & Entertainment, shopping, and dining options, assisting guests with ticketing and reservations.
  • Plan and administer monthly duty rosters to ensure appropriate manning while keeping casual manpower costs within budget.
  • Monitor guest feedback and performance metrics to identify areas for improvement and implement corrective actions.
  • Maintain complete and accessible records necessary for smooth operations.
  • Survey the market for vendors and tools suited to the hotel's operations.

People Management:
  • Lead, guide, and support the Concierge team through regular training, coaching, and development aligned with the hotel's service culture.
  • Uphold high standards of personal hygiene, grooming, and conduct among all team members.
  • Perform full personnel management duties, including recruitment, performance appraisals, counselling, and coaching.
  • Conduct regular performance evaluations and implement development plans to strengthen service skills and team capabilities.
  • Actively engage in Les Clefs d'Or activities to build a strong professional network and enhance service delivery.
  • Collaborate closely with Front Office, Housekeeping, F&B, and other departments to ensure guest needs are seamlessly met.
  • Identify and conduct regular training plans for the team.

Requirements:
  • Minimum 5 years of relevant experience in Concierge or Guest Services, with at least 3 years in a managerial capacity.
  • A Les Clefs d'Or member will be an added advantage.
  • Strong knowledge of Singapore's tourism, shopping, dining, and event landscape.
  • Experience managing porters and transportation services.
  • Excellent communication, interpersonal, and leadership skills.
  • Fluent in English; proficiency in other languages is a plus.
  • Comfortable using property management systems and guest profile tools.
  • Available to work shifts, weekends, and public holidays as required.

We regret that only shortlisted candidate will be notified.

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