Chief Concierge

Description

They are seeking for 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 EA License Number: 22C1267 EA Personnel: R22110252

Responsibilities and Duties

* Oversee all guest-facing services within the Concierge domain including itineraries, luxury transportation, and cultural immersions. * Champion pre-arrival planning, stay personalization, and post-departure relationship building. * Personally engage with VIPs, repeat guests, and long-staying residents to curate meaningful experiences. * Ensure Concierge desk, Doorman, Porter, and Chauffeur services are executed with precision and emotional warmth. * Uphold guest service rituals and Raffles heritage values in every arrival and departure. * Manage daily logistics, transportation schedules, staffing rotations, and last-minute requests. * Collaborate with Sales, Butler, and F&B teams to develop Concierge-led revenue streams. * Negotiate vendor partnerships to optimize offerings with exclusivity and quality. * Promote in-house and sister property experiences as part of loyalty and lifestyle strategy. * Recruit, train, and mentor a multilingual Concierge and Doorperson team. * Lead Forbes and LQA training, on-the-job coaching, and familiarization trips. * Foster a culture of proactive service, collaboration, and improvement. * Maintain operational readiness with inspections, hygiene audits, and guest feedback. * Ensure compliance with SOP, LSOP, LQA standards, and achieve performance targets. * Uphold Work Safety and Health (WSH), HACCP, and data privacy protocols. * Act as escalation point for service recovery with empathy and professionalism.

Qualifications and Requirements

* 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 in Forbes 5-Star or LQA-audited hotels preferred. * Exceptional verbal and written communication; fluent in English with additional languages an asset. * Strong public presence, emotional intelligence, and impeccable manners. * Strategic thinker with budget management and performance forecasting skills. * Calm and gracious under pressure with intuitive leadership. * Skilled in property management systems, CRM platforms, and logistics. * Diploma or Degree in Hospitality or Tourism Management.

Working Condition

Working hours

5-day work week