As a Chief Concierge, you oversee the Concierge team to ensure the highest quality of service experience to our tenants and guests while maintaining smooth operations. You will be a role model and lead your team members to adhere to service standards, actively act on service opportunities and drive the team members to provide best in class service experiences everyday, consistently.
Job description:
- Owns the service culture, service delivery and operations of the Concierge team and drive the enhancement of service experiences on par with luxury hospitality brands.
- Be actively involved in operations and be accountable for the Concierge team’s 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.
- Manage performance of our service partner, be involved in selection and recruitment of new hires, conduct onboarding where required.
- Ensure counter coverage with review of in-house/outsourced team staffing rosters; stand-in at the counter in the event of staff shortage.
- Support the building managers and other stakeholders e.g. asset management teams to meet tenants’ requests.
- 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.
- Manage department’s budget and process purchase requisition, invoices, procurement as and when required.
- Any other duties as assigned to support smooth operations and uplift of customer experience.
Requirement:
- Minimum 10 years of concierge, hospitality, or service related experience, with at least 3 years supervisory experience in leading a team.
- Diploma holder or equivalent.
- Proficient in MS Office and IT-savvy
- Experience in premium luxury hospitality establishments e.g. hotels, airlines, Grade A commercial buildings will be an advantage
- Proven record of being a role model in delivering high standards of service, and with experience driving improvement and service culture.
- 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
- Able to work well under pressure in a fast paced environment.
