Chief Concierge at SINGAPORE MARRIOTT TANG PLAZA HOTEL

Singapore, Singapore, Singapore -

Full Time

Start Date

Immediate

Expiry Date

31 May, 26

Salary

0.0

Posted On

02 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Concierge Management, Guest Relations, Operations Coordination, Team Leadership, Training, Customer Service, Problem Solving, Database Management, Local Attraction Knowledge, Reservation Handling, VIP Service, Emergency Response, Financial Goal Management, Marriott Bonvoy Loyalty Program, Interpersonal Communication

Industry

Hospitality

Description

JOB SUMMARY The Chief Concierge is responsible for supporting all aspects of Concierge functions in accordance with hotel standards. Maintains the concierge service and management philosophy that serves as a guide to respective associates. Develops and maintains the acknowledgment and service of all guests visiting the location. Supports management to ensure all departments are aware of all guests’ needs and information prior to arrival that will lead to a unique, memorable and personalized stay. CORE WORK ACTIVITIES Maintaining Concierge Goals • Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis. • Develops specific goals and plans to prioritize, organize, and accomplish work. • Tasked with managing Concierge reports, rosters, inventory, payroll-related tasks, and accruals • Provides guidance and training to Concierge and Bell team • Serves as a subject matter expert for the Marriott Bonvoy Loyalty Program • Supports concierge team to keep them focused on the critical components of operations to drive guest satisfaction and the desired financial results. • Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals. • Supports the establishment of an effective and up-to-date database to be used by all team members for restaurant and local attractions. • Establishes relationships with local attractions, restaurants and other businesses to enhance guests’ experiences. • Provides recommendations and arranges services for guests as requested (e.g., car rental, airline and train tickets, office services, beauty and barber services, baby sitting, repairs, shopping). • Maintains awareness of cultural differences needed to meet guest's specific needs and requirements. • Handles reservation requests when needed. • Maintains knowledge of rooms and their locations, services and facilities of the hotel. • Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out. • Responds to emergency situations using appropriate procedures. • Maintains awareness of daily operations and events at the hotel. • Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements • Provides warm welcome and anticipation of guest needs throughout their stay. • Encourages and building mutual trust, respect, and cooperation among team members. • Serving as a role model to demonstrate appropriate behaviors. • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. • Ensures concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction. Ensuring Exceptional Customer Service • Assists in ensuring the concierge team provides services that are above and beyond for customer satisfaction and retention. • Improves service by assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. • Responds to and handles guest problems and complaints. • Sets a positive example for guest relations. • Interacts with customers to obtain feedback on quality of product, service levels and overall satisfaction. • Supports employees understanding of customer service expectations and parameters. • Interacts with guests to obtain feedback on product quality and service levels. Additional Responsibilities • Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person. • Analyzes information and evaluates results to choose the best solution and solve problems. • Informs and/or updates the executives and the peers on relevant information in a timely manner. • Participates in departmental meetings and continually communicates a clear and consistent message regarding the front of house goals to produce desired results. At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. At Westin, we are committed to empowering guests to regain control and enhance their well-being when they need it most while traveling, ensuring they can be the best version of themselves. To achieve the brand mission of becoming the preeminent wellness brand in hospitality, we need passionate and engaged associates to bring the brand’s unique programming to life. We want our associates to embrace their own well-being practices both on and off property. You are the ideal Westin candidate if you are passionate; you are active and take pride in how you maintain your well-being; you are optimistic; you are adventurous. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Responsibilities

The Chief Concierge supports all Concierge functions by maintaining service standards, developing guest acknowledgment processes, and ensuring management philosophy guides the team. This role involves coordinating daily operations, managing reports, providing guidance, and acting as a subject matter expert for loyalty programs.