Concierge / Valet

7 days ago

Singapore PHOENIX OPCO PTE. LTD. Full time

Actively seek verbal feedback from guests and implement actions to improve the guest experience.
- Create a warm and welcoming arrival for guests, ensuring that they feel welcome and “at home” upon arrival.
- Positively deal with and learn from guests’ complaints and comments with follow-up and feedback to the Chief Concierge/ Duty Manager to follow up where appropriate.
- Follow up with all guests to ensure satisfaction with problem resolution (service recovery).
- Make sure all guest requests and queries are responded to promptly and effectively.
- Be available to assist on duty in the hotels during any busy days or special events. Be proactive towards guests, assisting them with any reasonable requests, and train all team members to be proactive before the guests ask.
- Take an active role in the concierge team, ensuring effective communication and working as a team to

reach goals and targets.
- Facilitate a prompt departure for all guests by ensuring that their luggage is brought from their rooms promptly when requested or help when in the lobby.
- Manage guests’ airport transportation, ensuring pick-ups and drop-offs are completed on time.
- Manage the storage and organization of guests’ luggage in a safe and secure, organized, and systemized way.
- Responsible for all Bell Service activities such as luggage service upon guests’ check-in and check-out, luggage storage, information service, and other related tasks
- Ensure that the concierge team maintains the lobby appears to be neat and tidy and that public areas are cleaned when necessary.
- Responsible for ensuring information is always available regarding hotel facilities and services, local tourist destinations and other interests, business information, airline, and embassy information, and shopping destinations.
- Familiar with hotel operating systems.
- Have detailed knowledge of departmental standards and hotel standards, explaining these standards to the team, and assessing team members’ performance against these standards.
- Monitor standards through regular standards review checks.
- Develop action plans to address shortfalls in standards and identify shortfalls before they affect guest service.
- Maintain in-depth technical knowledge and skills required for the job.
- Communicate to the team their responsibilities within Health & Safety, to ensure practices are implemented at all times.
- Ensure that all reporting and servicing deadlines are met on a timely basis.
- Report all irregularities to the Chief Concierge/ Assistant Chief Concierge and seek assistance from the Rooms Division Director/ Front Office Manager, Assistant Front Office Manager, or Duty Manager whenever needed.
- Carry out any other reasonable duties and responsibilities as assigned.

**Qualifications**:

- At least High School or equivalent, diplomas are an advantage.
- Possess a valid Singapore Class 3 Driving License

position of Concierge.

Experience
- At least 2 years of working experience in any concierge-related field.
- minimum of 2 years driving experience
- Current working knowledge of guest servicing

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