Chief Concierge - InterContinental Singapore Robertson Quay
Hotel Brand: InterContinental
Location: Singapore, Singapore
Hotel: Singapore Robertson Quay (SINIC), 1 Nanson Road, 238909
Job number: 145011
As Chief Concierge, you are the heart of our guests’ first impressions and the storyteller of their stay. You will lead the Concierge team in delivering genuinely memorable experiences from the moment our guests arrive. Your role is to ensure every request, enquiry, and interaction is met with warmth, precision, and a deep understanding of what exceptional service means. As a trusted brand ambassador, you will cultivate strong relationships with both internal colleagues and external partners to anticipate needs and create seamless, enriching guest journeys. Just as important as the guest experience is the culture you build within your team – through mentorship, training and engagement, you will inspire a group that consistently delivers excellence, reflecting the soul of our hotel.
At InterContinental Hotels & Resorts®, we believe in Inspiring Incredible - both within our teams and in every guest experience. With a global, cultured mindset paired with deep local expertise, we bring our unique personalities to every interaction, creating authentic and memorable moments. Our success is driven by passionate individuals who understand hospitality inside and out. We perform at our best by fostering a culture of excellence, engagement, and well-being - because when we invest in ourselves, we deliver exceptional experiences. We fuel innovation by embracing diverse perspectives, leading to creative and forward-thinking solutions. And we stand out because of our unique culture, setting us apart in the industry.
As a colleague of InterContinental Singapore Robertson Quay, you will be part of a team that embodies this philosophy, delivering exceptional service and elevating hospitality to new heights. If you believe in our values and want to be part of something truly special, we want you on our team!

GUEST EXPERIENCE

• Leads the delivery of personalised and memorable guest experiences by anticipating needs, managing preferences, and providing thoughtful, tailored recommendations with warmth and professionalism.
• Ensure all Concierge colleagues are empowered with up-to-date, knowledge of hotel services, local attractions, transportation, medical support, cultural highlights and events.
• Demonstrate and role-model key service behaviours, including attentiveness, prompt response, anticipatory service and consistent guest recognition.
• Ensure all guests experience a warm, seamless arrival and sincere farewell. Maintain a welcoming, well-presented lobby, driveway, and Concierge area that reflects the hotel’s identify and brand standards.
• Coordinate and execute guest requests accurately and efficiently, fostering a guest-first mindset across the team.
• Maintain strong visibility in the lobby, supporting the team in delivering prompt service and meaningful guest engagement.
• Build rapport quickly and naturally, with cultural sensitivity and awareness, ensuring each interaction is meaningful.
• Proactively manage all guest-related communication and services including mail, messages, deliveries and courier arrangements, while upholding privacy and service protocols.
• Oversee proper handling and security of guest keys and sensitive Front Office materials in accordance with hotel policies.
• Maintain in-depth knowledge of local service and activities – from sightseeing to spa appointments – to fulfil guest requests effectively and promptly.
• Establish and maintain trusted partnerships with vendors such as florists, ticket agents, limousine services, and restaurants to deliver consistent service excellence.
• Act on guest feedback from surveys, reviews and audits, responding with empathy and service recovery while driving continuous improvement.
• Celebrate service wins and regularly recognize exceptional efforts within the team to establish motivation and service standards.

WHAT WE OFFER

We’ll reward your hard work with a competitive salary and a comprehensive benefits package – including generous room and dining discounts, exceptional training opportunities and a strong support for your ongoing career development
Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve – visit www.http://careers.ihg.com to find out more about us.
IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.

what we need from You

• Minimum four years’ experience in an upscale hotel or equivalent environment in a Concierge or related guest services discipline, with at least one year in a leadership role.
• Ideally a member of Les Clefs d’Or, demonstrating high standards, professionalism and strong industry connections.
• Fluent in both spoken and written English; proficiency in other languages is a strong advantage.
• Excellent verbal and written communication skills, essential for guest engagement, reporting and team training.
• Solid understanding of luxury service protocols, guest expectations, and the ability to deliver personalised and anticipatory service.
• Demonstrates cultural sensitivity and professionalism in interacting with guests from diverse backgrounds.
• Capable of managing unexpected guest situations discreetly and calmly, including emergencies and special requests.
• Strong relationships with local vendors, service providers, and venues to secure priority access and unique guest experiences.
• In-depth knowledge of the local area, including cultural insights, attractions, dining, entertainment, transportation, and points of interest.
• Creative mindset with a pulse on current local trends, happenings, and exclusive experiences in Singapore.
• Familiarity with hotel operations and coordination within sections under Front Office and with other departments (Housekeeping, Restaurant and Bar Service as well as Kitchen, Sales, Finance, et cetra) for seamless service delivery.
• Computer literate, proficient in Microsoft Office (Words, Excel, Outlook), and capable of using property management and reservation systems.
• Strong administrative, organizational, and follow-up skills; able to multitask and perform well under pressure.
• Strong organizational and time-management skills with meticulous attention to detail and a commitment to excellence.
• Positive attitude, approachable personality, and a strong sense of team spirit and leadership.
• Proactive, eager to learn, and capable of thriving in a fast-paced, dynamic environment.
• Comfortable with frequent standing in lobby and front desk areas; may involve lifting or carrying items and handling various materials.
• Must be able to work a flexible schedule, including nights, weekends, and public holidays as required

As the face of the Concierge team, and lobby experience, the Chief Concierge holds full accountability for the performance, guest satisfaction, and operational excellence of Concierge and Bell Services. This role supervises, schedules and directs all Concierge and Bell colleagues, ensuring coverage and productivity align with occupancy forecast while balancing team well-being, vacation planning and operational efficiency. The Chief Concierge also supports night operational colleagues by ensuring proper checks on guest messages and expected arrivals, maintaining seamless overnight services. As the hotel’s central source of knowledge, this role is pivotal in driving departmental contributions to both soft and hard hotel performance metrics, ensuring alignment with business goals while upholding brand representation. Whether serving residents, tourists or local visitors, the Chief Concierge ensures every guest receives prompt, informed and exceptional service. Reporting directly to the Front Office Manager, this role is essential to full-service hotels and represents a critical touchpoint for delivering memorable, seamless, and culturally informed guest experiences.

what we need from You

• Minimum four years’ experience in an upscale hotel or equivalent environment in a Concierge or related guest services discipline, with at least one year in a leadership role.
• Ideally a member of Les Clefs d’Or, demonstrating high standards, professionalism and strong industry connections.
• Fluent in both spoken and written English; proficiency in other languages is a strong advantage.
• Excellent verbal and written communication skills, essential for guest engagement, reporting and team training.
• Solid understanding of luxury service protocols, guest expectations, and the ability to deliver personalised and anticipatory service.
• Demonstrates cultural sensitivity and professionalism in interacting with guests from diverse backgrounds.
• Capable of managing unexpected guest situations discreetly and calmly, including emergencies and special requests.
• Strong relationships with local vendors, service providers, and venues to secure priority access and unique guest experiences.
• In-depth knowledge of the local area, including cultural insights, attractions, dining, entertainment, transportation, and points of interest.
• Creative mindset with a pulse on current local trends, happenings, and exclusive experiences in Singapore.
• Familiarity with hotel operations and coordination within sections under Front Office and with other departments (Housekeeping, Restaurant and Bar Service as well as Kitchen, Sales, Finance, et cetra) for seamless service delivery.
• Computer literate, proficient in Microsoft Office (Words, Excel, Outlook), and capable of using property management and reservation systems.
• Strong administrative, organizational, and follow-up skills; able to multitask and perform well under pressure.
• Strong organizational and time-management skills with meticulous attention to detail and a commitment to excellence.
• Positive attitude, approachable personality, and a strong sense of team spirit and leadership.
• Proactive, eager to learn, and capable of thriving in a fast-paced, dynamic environment.
• Comfortable with frequent standing in lobby and front desk areas; may involve lifting or carrying items and handling various materials.
• Must be able to work a flexible schedule, including nights, weekends, and public holidays as required.