The position is responsible to act as the point of reference for guests who need assistance or information. The Concierge Agent understands guests’ needs and requests and provides them with personalised solutions for hotel offerings and Singapore-specific activities and attractions.
Primary Responsibilities
Executives Concierge Core Tasks
- Accommodates all guest needs and requests with focus on guest service, anticipating guest needs, and creating memorable experiences through personalised service.
- Takes responsibility and ownerships for all resident and visitor services rendered by the Concierge section. Carries out any other duties as and when assigned by the management of the hotel and department.
- Ensures the smooth running of the Concierge section by performing all tasks in adherence with the code of ethics as issued by Raffles Hotel 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.
Deals with Internal Stakeholders
- Works with the Doormen and Porters, Reception 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.
Improves Quality of Product and Services
- Ensures guests receive the experience as detailed brand Standard Operation Procedure (SOP), Raffles Hotel Singapore Local Standard Operation Procedure (LSOP) as well as Leading Quality Assurance (LQA) standards, and aim to achieve the scores and goals set by management.
- Adheres to Workplace Safety and Health (WHS) policies and procedures.
