concierge server

The Senior Concierge assists in the management of the Concierge team. The Senior Concierge is required to demonstrate humility in leadership of the team, be technically sound on Front Office software, prides the team on flair in service delivery, be a poised communicator, has an inquisitive spirit, creative mind to curate fresh experiences and a sense of responsibility to uphold the Raffles Brand. In joining the team for a pre-opening journey, the Senior Concierge has to be ready to embody a tenacious and innovative spirit in building the team together with the leaders.

KEY ROLES & RESPONSIBILITIES

• Takes responsibility and ownership in creating personal connections through emotional luxury between Concierge and guests
• Deals with external stakeholders for collaborations and contracts with the hotel’s interest in mind
• Arranges, coordinates and monitors any travel, ticket, tour, and attraction bookings as well as offsite restaurant reservations that are arranged by the Concierge
• Promotes in-house facilities and inter-hotel sales and maintains good inter-divisional relationships to ensure seamless guest journey
• Maintains communication channels with all departments of the hotel
• Curate concierge experiential journey and ensure adherence of service sequence
• Enforces PMS system etiquette and accuracy of administrative duties
• Ready to cover all roles and functions of the Concierge Team
• Assists other hotel department functions when the need arises
• Maintains oversight and allocates resources to the smooth running of the daily operation
• Responsible for maintaining inventory levels, maintenance and general upkeep of equipment and operating supplies
• Appraise appearance, ensures discipline, and efficiency of all staff under direct supervision
• Assist to set out KPIs and deliverables for the year with the Concierge Manager
• Create action plan and monthly overview of goals set out for the year with the Concierge Manager
• Training and coordination with supporting departments
• Use data from given hotel systems to analyze areas of improvement and creating action plans for betterment of service
• Intuitively anticipates through observation and interactions guests’ needs and wants and orchestrates unique experiences
• Promptly answers any in-house guest calls, instant messages and emails and communicates with respective departments in the resolution of guests’ requests
• Fully understands the Front-of-House position and the whole department constantly renews and develops itself to make sure to keep up with the trends in hospitality industry