Chief Concierge (Conrad Singapore Orchard)

Job description

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. 

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.  

 

The Chief Concierge manages Concierge team members in order to provide special assistance and information about local area attractions to customers and patrons, offering a wide selection of choices and alternatives to ensure guest satisfaction in line with Hilton and hotel policies and procedures. 

 

What will I be doing? 

·  Local Expert on recommendation, navigation and creating memorable experience while in Singapore. i.e., theatre, the arts, special exhibitions, concerts, shows, sports, leisure activities, sightseeing tours, etc. and to establish close contacts with people in these areas to provide information, ticketing, reservations, etc. for our guests.

·         Offer consistent, high standard service and assistance to Guests and maintain a lobby presence that offers courteous and attentive service

·         Ensure that all our individual customers and Groups receive fast, efficient and friendly service, at the driveway and in the lobby.

·         To organize and supervise in the department, ensuring that all set procedures are adhered to and levels of service rendered are the highest at all times, ensuring team members are fully aware of any relevant feedback from either the customers or other departments, to maximize guest satisfaction

o   Develop training programs for the department and actively participate in training

o   Conduct daily briefing to keep staff well informed

 

·         To ensure proper handling of guests’ items, eg. Mail, messages, packages, luggage etc. at all times.

·         Assist with room moves and luggage deliveries and man the Front Door, following all standard operating procedures

·         Ensure the effective handling and storing of long-term and short-term luggage for arriving/departing Guests and clients

·  To maintain all work area in an orderly manner, working closely with Executive Housekeeper and Director of Engineering to upgrade facilities and rectify problems, and maintain public areas and all equipment in immaculate condition

·         Communicate with Security regarding any unattended luggage

·         Greet all guests in public areas and rooms in a warm manner

·         Ensure driveway and hotel main door are covered at all time and all team member give full attention to guest.

·  To work closely with Front Office and Bell Service in the handling of groups, VIPs, returned guests, etc.  To establish a rapport with frequent visitors, ensuring that Reservations and Front Office are well informed of guests’ preferences
·  To be well informed on all matters which will contribute operational effectiveness.  To maintain complete and readily accessible files and records, both hard and soft copies, necessary for effective operations and future references.
·  To attend meetings and training determined by the Front Office Manager
·  He/She has a hands-on approach to operations and is expected to support the Front Office Manager to manage the operational and staff matters of concierge team
·  The Chef Concierge serves the needs of Management and guests/customers by running errands, handling luggage, coordinating guests/customers' requests with designated vendors and carrying out special guests/customers' requests and events assigned by the management

·         The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.

 

What are we looking for? 

A Chef Concierge serving Hilton Brands is always working on behalf of our guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills and values that follow:

 

·         Previous customer service experience in a supervisory role

·         The ability to listen and respond to demanding Guest needs

·         Excellent leadership, interpersonal, personal presentation and communication skills

·         Accountable and resilient

·         Commitment to delivering high levels of customer service

·         Ability to work under pressure

·         Flexibility to respond to a range of different work situations

 

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

 

·         A passion for delivering exceptional levels of Guest service

·         Member of the Les Clefs D’or preferred (Society of the Golden Keys)

 

What will it be like to work for Hilton? 

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!