Concierge Supervisor

Job Description

The position is responsible to act as the point of reference for guests who need assistance or information. The Concierge Supervisor understands guests’ needs and provides them with personalised solutions for hotel offerings and Singapore-specific activities and attractions. Furthermore, the Concierge Supervisor also takes on certain managerial tasks.

Primary Responsibilities

Executes Concierge Core Tasks

• Provides accurate and up-to-date information on local attractions, dining, shopping, transportation, and cultural events.
• Arranges transportation, dining reservations, tours, and other guest requests promptly and efficiently.
• Ensures the delivery of personalized guest experiences through attentive service and detailed record keeping (e.g., guest preferences, feedback, and past requests).
• Maintains thorough knowledge of hotel services, facilities, and ongoing promotions.
• Supports the Chef Concierge/Assistant Chef Concierge in day-to-day operations and shift supervision.
• Ensures the smooth running of the Concierge section by performing all tasks in adherence with the code of ethics as issued by Raffles Singapore.
• Ensures service standards and individual performance is aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.

Deals with External Stakeholders

• Arranges, coordinates and monitors limousine services to ensure all guests receive the appropriate attention from departure to arrival of the booked vehicle and that revenue is maximised without compromising the service experience and perception of the guest.
• Arranges, coordinates and monitors any travel, ticket, tour, and attraction bookings as well as offsite restaurant reservations that are arranged by the Concierge section.
• Monitors third-party service performance and resolves any issues in a timely and professional manner.

Deals with Internal Stakeholders

• Works with the Doormen and Porters, Lobby and Raffles Service team and maintain good inter-departmental relationships, especially with Housekeeping and Butlers to ensure seamless customer service.
• Promotes in-house facilities and inter-hotel sales and maintain good inter-divisional relationships to ensure seamless customer service.
• Addresses any security incidents and guest complaints to the Lobby Manager and reacts proactively when suitable and appropriate.
• Ensures effective communication and information flow across departments to ensure seamless guest journeys.

Improves Quality of Product and Services

• Trains and manages all teams under the Concierge section to ensure guests receive the experience and service as detailed brand Standard Operation Procedure (SOP),  Raffles Singapore Local Standard Operation Procedure (LSOP) as well as Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by the management.
• Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained in and follow WSH guidelines.
• Performs any other duties and responsibilities that may be assigned.

Qualifications

Candidate Profile

Knowledge and Experience

• Minimum of 5 years of relevant experience in the hotel industry.
• Strong working knowledge of Microsoft Office in particular Excel.

Competencies

• Possesses strong interpersonal skills and ability to communicate in second language.
• Ascertains and addresses guest/colleague needs.
• Trains and motivates individuals and creates and maintains a cohesive team.
• Possesses good working knowledge of budgets, forecasting, profit and loss statements.
• Focuses on service with an eye for detail and an approachable attitude.
• Works well under pressure, analyses and resolves problems, exercises good judgment and with a high degree of professionalism.
• Prioritises, and organises work assignments and delegates work effectively.
• Self-motivates and shows good initiative in a dynamic environment.
• Ensures security and confidentiality of guest and hotel information.
• Possesses good computer and property management system skills.
• Flexible and able to embrace and responds to change effectively.

Additional Information

Benefits of Joining Raffles Hotel Singapore

• 5-day Work Week.
• Duty Meals are provided.
• Colleagues’ Discount and/or Preferential Room Rates at worldwide Accor Hotels.
• Flexible Benefit – Dental/Optical/Vacation Expenses/Children’s Education.
• Medical and Wellness Benefit.
• Comprehensive Insurance Coverage.
• Local/Overseas Career Development & Growth Opportunities.
• Holistic Learning and Development Opportunities.