- Oversee the Concierge team to ensure the highest quality of service experience to our tenants and guests while maintaining smooth operations.
- Lead and drive the team members to provide best in class service experiences everyday,
consistently. - 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 staggering rosters
- 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.
Job Requirements:
- Minimum 10 years of concierge, hospitality, or service related experience, with at least 3
years supervisory experience in leading a team. - Proven record of being a role model in delivering high standards of service, with accolades
or recognition.
Interested candidates please send in your resume to:
Topaz Liang Huimin (CEI No. R1104500), email to: [email protected]
EA License No: 99C4599
