Chief Concierge (OHS)

Orchard Hotel Singapore, a member of Millennium & Copthorne International - a dynamic, global hotel group with properties in major gateway cities and operating more than 160 hotels worldwide, is looking for passionate and service-oriented individuals for the following position:-

1.                 PRIMARY RESPONSIBILITIES

·       Responsible for the overall performance of the Concierge and Lobby Services in terms of guest satisfaction, manning and operations. 

·       Supervise, train, schedule and evaluate Bellmen/Doorman to ensure that all procedures are performed to the hotel's standards. 

·       Provides support to the Front Office Manager in the daily operations of Front Office, Executive Lounge and Concierge to ensure the achievement of established quality and service standards and maximize the financial performance of the department.

2.                 JOB RESPONSIBILITIES

·       Ensure that the Concierge Desk and Bell Desk are attended at all times; that all posting positions are maintained

·       Be an expert of the hotel’s features, facilities, services, amenities as well as within the vicinity

·       Provide guests with information about attractions, services, and activities in or outside the hotel

·       Assist guests for all hotel transportation requests and billing arrangements

·       Document guest calls / requests for Concierge assistance. (E.g. Restaurant reservation, floral arrangement, Limousine Transfer, Airline confirmation)

·       Ensure that all requests are efficiently delegated to relevant hotel departments, and that follow up is completed to meet or exceeds guest’s expectations(arrivals/departures, group functions etc)

·       Work with the Guest Service team to ensure all VIPs are meet and greet upon arrival and to provide courtesy calls to check on their well-being appropriately

·       Assist the Front Office Manager to implement Hotel policies and procedures in accordance to brand and service standards

·       Ensure that Hotel guests are taken care of in accordance with SOPs and guidelines, and resolve service issues, incidents or accidents as required

·       Work with Front Office Manager to recommend suitable training programmes for upskilling of employee's soft & technical skills

·       Assist to plan and set annual performance goals for employees in line with the hotel goals

·       Ensure that he/she is thoroughly familiar with Hotel’s Fire Safety and Evacuation procedures.

·       Undertake any other ad-hoc duties, relevant to your role, as assigned by the Front Office Manager.

REQUIREMENTS:

·       At least two (2)years of experience in a similar capacity within the hospitality industry

·       Member of Les Clefs d’Or Singapore will be an advantage

·       Proven ability to manage and motivate a team.

·       Excellent customer service skills.

·       Strong analytical and problem-solving skills.

·       Excellent communication and presentation skills.

·       Proficiency in Microsoft Office Suite.

·       Superior negotiation skills and a Will-to-Win mindset.