Chief Concierge - InterContinental Singapore Robertson Quay
Chief Concierge - InterContinental Singapore Robertson Quay
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Job Description
As Chief Concierge you are the heart of our guests first impressions and the storyteller of their stay. You will lead the Concierge team in delivering genuinely memorable experiences from the moment our guests arrive. Your role is to ensure every request enquiry and interaction is met with warmth precision and a deep understanding of what exceptional service means. As a trusted brand ambassador you will cultivate strong relationships with both internal colleagues and external partners to anticipate needs and create seamless enriching guest journeys. Just as important as the guest experience is the culture you build within your team through mentorship training and engagement you will inspire a group that consistently delivers excellence reflecting the soul of our hotel.
As a colleague ofInterContinental Singapore Robertson Quay you will be part of a team that embodies this philosophy delivering exceptional service and elevating hospitality to new heights. If you believe in our values and want to be part of something truly special we want you on our team!
YOUR DAY TO DAY
People
- Foster an engaged collaborative and high performing Concierge and Bell Services team by clearly communicating daily priorities service expectations and long-term objectives.
- Supervise and lead the Concierge and bell team ensuring all colleagues deliver prompt service professional attention and personal recognition that enhances the guest journey.
- Take full ownership of the lobby and front-of-house guest experience ensuring the team is well-equipped with the tools training and local insights needed to deliver exceptional seamless service from arrival to departure.
- Strategically manage day-to-day staffing needs including scheduling and task assignments in alignment with occupancy forecasts VIP movements seasonal fluctuations and business demands.
- Support night operational team by ensuring proper checks are conducted on guest messages and expected arrivals enabling a consistent and smooth overnight experience.
- Provide hands-on mentoring coaching and real-time feedback to foster individual growth resolve conflicts and enhance overall team morale and performance.
- Educate and train all team members in compliance with local laws health and safety regulations hotel policies and service excellence standards including areas such as guest interaction cash handling security and emergency procedures.
- Ensure every team member is confident in recommending hotel facilities services local attractions and personalised guest experiences supported by robust training and access to updated information.
- Work closely with Front Office Manager to uphold team and departmental performance through:
- Preparing and implementing structured induction programmes for new hires.
- Conducting on-the-job training with consistent monitoring and documentation of progress.
- Providing timely input into performance appraisals probation reviews and development plans.
- Ensuring all new colleagues attend IHG Orientation and InterContinental Singapore Robertson Quay Property Orientation within the first month of employment.
- Coaching counselling and disciplinary matters (where required) in line with company standards.
- Regularly review upcoming weekly monthly and annual business outlooks to prepare the team to seize opportunities and proactively address potential challenges.
- Identify and cultivate high-potential talent within the team creating meaningful development pathways that support succession planning and long-term career growth.
- Collaborate within Front Office Department and cross-functionally with Housekeeping Restaurant and Bar Service as well as Kitchen Sales and with external partners (e.g. transport providers tour operators and dining venues) to deliver a seamless and holistic guest experience.
- Maintain a visible presence in the lobby during peak periods leading by example and creating genuine connection with guests and colleagues alike.
- Serve as a brand ambassador by consistently upholding the hotels service values culture and identify through every interaction and decision.
Financial
- Contribute to the development and management of the Concierge operational budget ensuring alignment with departmental and overall hotel financial targets.
- Assist the Front Office Manager in the preparation monitoring and delivery of departmental financial performance maintaining full awareness of budget goals and cost-saving initiatives.
- Ensure cost-conscious decision-making in key areas such as transportation arrangements floral services luggage handling guest amenities and outsourced vendors.
- Support hotel-wide cost control by managing labour scheduling in line with occupancy forecasts and anticipated guest activity ensuring both efficiency and service quality.
- Drive revenue opportunities by actively promoting the hotels additional offerings such as Publico Ristorante the Residence Room Service and Club InterContinental.
- Contribute to revenue generation through tour attraction and transportation bookings while ensuring commissions and arrangements align with hotel standards.
- Partner with vendors and service providers to negotiate quality services at optimal value ensuring guest satisfaction while managing spend.
- Monitor and report variances in guest service-related expenses identifying trends and proposing proactive improvements.
- Manage financial transactions including Cash Floats (if applicable) in strict accordance with hotel policies and procedures.
- Promote sustainability by enforcing recycling practices and cost-saving measures across Concierge operations.
Guest Experience
- Leads the delivery of personalised and memorable guest experiences by anticipating needs managing preferences and providing thoughtful tailored recommendations with warmth and professionalism.
- Ensure all Concierge colleagues are empowered with up-to-date knowledge of hotel services local attractions transportation medical support cultural highlights and events.
- Demonstrate and role-model key service behaviours including attentiveness prompt response anticipatory service and consistent guest recognition.
- Ensure all guests experience a warm seamless arrival and sincere farewell. Maintain a welcoming well-presented lobby driveway and Concierge area that reflects the hotels identify and brand standards.
- Coordinate and execute guest requests accurately and efficiently fostering a guest-first mindset across the team.
- Maintain strong visibility in the lobby supporting the team in delivering prompt service and meaningful guest engagement.
- Build rapport quickly and naturally with cultural sensitivity and awareness ensuring each interaction is meaningful.
- Proactively manage all guest-related communication and services including mail messages deliveries and courier arrangements while upholding privacy and service protocols.
- Oversee proper handling and security of guest keys and sensitive Front Office materials in accordance with hotel policies.
- Maintain in-depth knowledge of local service and activities from sightseeing to spa appointments to fulfil guest requests effectively and promptly.
- Establish and maintain trusted partnerships with vendors such as florists ticket agents limousine services and restaurants to deliver consistent service excellence.
- Act on guest feedback from surveys reviews and audits responding with empathy and service recovery while driving continuous improvement.
- Celebrate service wins and regularly recognize exceptional efforts within the team to establish motivation and service standards.
Responsible Business
- Support the implementation of IHGs Responsible Business initiatives by developing and promoting programmes aligned with corporate social responsibilities goals.
- Regularly review and update daily operational practices to ensure ongoing efforts to minimise hotels environmental impact.
- Support and drive full compliance in Brand Standards and Human Resources audit requirements.
- Ensure strict adherence to all hotel and companys policies and procedures.
- Maintain compliance with all applicable laws rules regulations standards and with emphasis on food hygiene and responsible service of alcohol.
ACCOUNTABILITY
As the face of the Concierge team and lobby experience the Chief Concierge holds full accountability for the performance guest satisfaction and operational excellence of Concierge and Bell Services. This role supervises schedules and directs all Concierge and Bell colleagues ensuring coverage and productivity align with occupancy forecast while balancing team well-being vacation planning and operational efficiency. The Chief Concierge also supports night operational colleagues by ensuring proper checks on guest messages and expected arrivals maintaining seamless overnight services. As the hotels central source of knowledge this role is pivotal in driving departmental contributions to both soft and hard hotel performance metrics ensuring alignment with business goals while upholding brand serving residents tourists or local visitors the Chief Concierge ensures every guest receives prompt informed and exceptional service. Reporting directly to the Front Office Manager this role is essential to full-service hotels and represents a critical touchpoint for delivering memorable seamless and culturally informed guest experiences.
what we need from You
- Minimum four years experience in an upscale hotel or equivalent environment in a Concierge or related guest services discipline with at least one year in a leadership role.
- Ideally a member of Les Clefs dOr demonstrating high standards professionalism and strong industry connections.
- Fluent in both spoken and written English; proficiency in other languages is a strong advantage.
- Excellent verbal and written communication skills essential for guest engagement reporting and team training.
- Solid understanding of luxury service protocols guest expectations and the ability to deliver personalised and anticipatory service.
- Demonstrates cultural sensitivity and professionalism in interacting with guests from diverse backgrounds.
- Capable of managing unexpected guest situations discreetly and calmly including emergencies and special requests.
- Strong relationships with local vendors service providers and venues to secure priority access and unique guest experiences.
- In-depth knowledge of the local area including cultural insights attractions dining entertainment transportation and points of interest.
- Creative mindset with a pulse on current local trends happenings and exclusive experiences in Singapore.
- Familiarity with hotel operations and coordination within sections under Front Office and with other departments (Housekeeping Restaurant and Bar Service as well as Kitchen Sales Finance et cetra) for seamless service delivery.
- Computer literate proficient in Microsoft Office (Words Excel Outlook) and capable of using property management and reservation systems.
- Strong administrative organizational and follow-up skills; able to multitask and perform well under pressure.
- Strong organizational and time-management skills with meticulous attention to detail and a commitment to excellence.
- Positive attitude approachable personality and a strong sense of team spirit and leadership.
- Proactive eager to learn and capable of thriving in a fast-paced dynamic environment.
- Comfortable with frequent standing in lobby and front desk areas; may involve lifting or carrying items and handling various materials.
- Must be able to work a flexible schedule including nights weekends and public holidays as required.
WHAT WE OFFER
Well reward your hard work with a competitive salary and a comprehensive benefits package including generous room and dining discounts exceptional training opportunities and a strong support for your ongoing career development
Join us and youll become part of the global IHG family and like all families all our individual team members share some winning a team we work better together we trust and support each other we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve visit:// to find out more about us.
IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.
Required Experience:
Chief
Employment Type
Full-Time
