Concierge Manager (Up to 5.1K / Orchard)

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 : Oversee

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.