Chief Concierge

CADMUS RESOURCES; Singapore; On-site; SGD 55,800 - 78,120; Full time

Job summary

A leading hospitality company in Singapore seeks a Concierge Team Leader to oversee a dedicated team and ensure exceptional service delivery to guests. The role involves managing day-to-day operations, refining service standards, and conducting training while addressing customer feedback. The ideal candidate will have significant experience in luxury hospitality and a strong leadership background.

Qualifications

• Min 8 to 10 years of concierge experience.
• Experience in managing and leading a team.
• Background in luxury hospitality preferred.

Responsibilities

• Oversee Concierge team and ensure quality service.
• Manage staffing rosters and provide hands-on coverage.
• Implement training and refine service standards.

Skills

Team Management

Customer Service Excellence

Training Delivery

Service Operations

Education

Diploma in any discipline

Job description

• Oversee the Concierge team to ensure the highest quality of service experience to our guests while maintaining smooth operations.
• Involved in operations and be accountable for the Concierge teams service delivery, provides coaching and advisory to help team members deliver the expected service experience.
• Actively refine the service standards and SOPs; communicate and cascade to team members and our service partner to ensure they are adhered to.
• Ensure counter coverage with review of in-house/outsourced team staffing rosters; stand-in at the counter in the event of staff shortage.
• Attend to special events e.g. VIP visits, service recovery incidents or escalated feedback.
• Actively curate and deliver training contents to constantly refresh the Concierge team on the SOPs, service best practices and other contents.
• Respond to customer feedback emails, collate feedback register on a monthly basis with recommendations on improvements.

Requirements:

• Min Diploma in any discipline
• 8 to10 years of relevant concierge experience
• Experience in leading and managing a team
• Experience in premium luxury hospitality establishments e.g. hotels, airlines, Grade A commercial buildings will be an advantage
  
• Self-initiated, disciplined and experienced in leading and rolling out initiatives, people management, performance assessment.
• Able to conduct stand-up training on service & SOP matters