Chief Concierge

Company Description

Raffles Hotel Singapore is one of the few remaining great 19th century hotels in the world, perfectly preserved both inside and out, giving it an intoxicating blend of luxury, history and classic colonial design. Its distinctive architecture, legendary heritage and iconic service continue to enthrall visitors where suites, social spaces, award-winning restaurants and bars are presented for discerning travellers. No visit to Singapore is complete without a stay here, where the grand historic hotel exudes old-world grandeur infused with the unique charm of the city state.

Job Description

The Chief Concierge is the orchestrator of seamless arrival, departure, and guest engagement experiences — leading a dynamic team of Concierges, Doormen, Porters, and Chauffeurs in delivering world-class, emotionally resonant service.

Rooted in tradition yet attuned to the modern traveler, the Chief Concierge ensures each guest feels deeply welcomed, effortlessly cared for, and confidently guided throughout their stay. As an ambassador of local culture and refined hospitality, this role blends emotional intelligence, operational mastery, and intuitive service leadership.

With oversight of all Concierge operations, including transportation, tour curation, and local partnerships, the Chief Concierge plays a pivotal role in the guest journey — from personalized pre-arrival planning to graceful farewells. This position also cultivates close collaboration with the Butler, Lobby, and Guest Relations teams to ensure every touchpoint meets or exceeds Forbes 5-Star, LQA, and Raffles brand standards.

Primary Responsibilities

Leads Concierge Guest Experience

• Oversees all guest-facing services within the Concierge domain — from bespoke itineraries and luxury transportation to cultural immersions and personalized recommendations.
• Champions pre-arrival planning, stay personalization, and post-departure relationship-building, ensuring an elegant and anticipatory guest journey.
• Personally engages with VIPs, repeat guests, and long-staying residents to curate meaningful, high-touch moments.

Elevates Operational Standards

• Ensures the Concierge desk, Doorman, Porter teams, and Chauffeur services execute all services with precision, polish, and emotional warmth.
• Upholds guest service rituals and Raffles heritage values across every arrival and departure experience.
• Oversees daily logistics, transportation schedules, staffing rotations, and last-minute guest requests with calm and decisive leadership.

Drives Revenue and Experience Innovation

• Collaborates with Sales, Butler, and F&B teams to develop Concierge-led revenue streams — including private tours, cultural experiences, and bespoke dining packages.
• Manages and negotiates vendor partnerships to optimize guest offerings while maintaining the highest quality and exclusivity.
• Promotes in-house and sister property experiences as part of a larger loyalty and lifestyle narrative.

Champions Team Development

• Recruits, trains, and mentors a high-performing, multilingual Doorperson, Porter and Concierge team skilled in emotional intelligence, service etiquette, and luxury fluency.
• Leads regular Forbes and LQA training, as well as on-the-job coaching and immersive experience familiarization trips.
• Fosters a culture of proactive service, collaboration, and continuous improvement.

Upholds Quality and Safety

• Maintains operational readiness through regular inspections, hygiene audits, and guest feedback loops.
• 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.
• Ensures strict compliance with Work Safety and Health (WSH), HACCP, and data privacy protocols.
• Serves as a key escalation point for service recovery, acting with empathy, discretion, and brand-aligned professionalism.

Qualifications

Candidate Profile

Knowledge and Experience

• Diploma or Degree in Hospitality or Tourism Management.
• Minimum 10 years in luxury hospitality with at least 3 years in a leadership Concierge or Guest Services role.
• Proven experience in guest journey design, local partnerships, and team leadership.
• Deep knowledge of Singapore's cultural, dining, retail, and arts scene.
• Experience working in a Forbes 5-Star or LQA-audited hotel preferred.

Competencies

• Exceptional verbal and written communication; fluent in English (two or more additional languages an asset).
• Confident public presence with emotional intelligence and impeccable manners.
• Strategic thinker with ability to manage budgets, forecasting, and departmental performance.
• Calm, intuitive, and gracious in high-stress or high-touch scenarios.
• Skilled in property management systems, CRM platforms, and transportation logistics.
• Cultural sensitivity and adaptability to global clientele.
• Highly discreet, trustworthy, and aligned with luxury lifestyle expectations.

Additional Information

Benefits of Joining Raffles Hotel Singapore

• 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.