Assistant Chief Concierge

carlton city hotel (singapore) pte. ltd.; Singapore; On-site; SGD 31,000 - 47,000; Full time

Job summary

Carlton City Hotel Singapore Pte. Ltd. is seeking an experienced Concierge professional to oversee the Concierge and Bell services, ensuring seamless daily operations and outstanding guest satisfaction.

You will coordinate transportation, engage with guests throughout their stay, and coach team members to uphold high service standards while promoting positive online reviews.

Qualifications

• Minimum 2 years of experience in a similar role within a 4/5-star hotel.
• Customer-oriented with a focus on guest satisfaction.
• Well-groomed with a pleasant personality.
• Positive attitude and effective communication skills.
• Ability to work independently and collaboratively within a team.

Responsibilities

• Oversee Concierge and Bell services to ensure seamless daily operations and guest satisfaction.
• Manage daily Concierge Desk tasks, handling requests, queries, and feedback professionally.
• Coordinate transportation arrangements (taxis, shuttles, limousines) to meet guest needs.
• Engage with guests to create memorable experiences and boost positive online reviews.
• Encourage guests to share experiences on TripAdvisor and Google Reviews per hotel policies.
• Welcome guests and address service needs, with accessibility support and genuine appreciation.
• Offer tailored suggestions to enhance guest satisfaction and experience.
• Conduct daily shift briefings to communicate updates and align team efforts.
• Coach and train team members to maintain high service standards.
• Monitor grooming, punctuality, productivity, and adherence to hotel standards.

Skills

Guest service

Communication

Teamwork

Independence

Disability awareness

Tools

MS Word

Excel

Outlook

Opera Cloud

Job description

Responsibilities

• Oversee Concierge and Bell services operations to ensure seamless daily functioning and guest satisfaction
• Manage daily Concierge Desk tasks, including handling guest requests, queries, and feedback promptly and professionally
• Coordinate transportation arrangements such as taxis, shuttle buses, and limousine services to meet guest needs efficiently
• Engage actively with guests throughout their stay to create memorable experiences that promote positive online reviews and repeat visits
• Encourage satisfied guests to share their experiences on platforms like TripAdvisor and Google Reviews following hotel policies
• Welcome and acknowledge all guests according to company standards, anticipate and address their service needs, assist guests with disabilities, and express genuine appreciation
• Offer tailored suggestions and constructive advice to enhance guest satisfaction and experience
• Conduct daily shift briefings to communicate operational updates and align team efforts
• Coach, mentor, and train team members to maintain high standards of service excellence
• Monitor staff grooming, punctuality, productivity, and compliance with hotel standards to ensure professionalism
• Assist with staff scheduling, performance evaluations, and disciplinary actions as delegated by the Chief Concierge
• Stay informed about local tourism events and hotel amenities to provide accurate information to guests
• Perform additional tasks assigned by management to support hotel operations

Required competencies and certifications

• Minimum 2 years of experience in a similar role within a 4/5-star hotel
• Proficient in MS Word, Excel, and Outlook applications
• Excellent knowledge of Opera Cloud system
• Customer-oriented with a focus on guest satisfaction
• Well-groomed with a pleasant personality
• Positive attitude and effective communication skills
• Ability to work independently and collaboratively within a team