IHG

Global hotel company

Chief Concierge

Hotel Guest ServicesConfirmed live in the last 24 hours

Full-timeThailandNo salary listed

About the Job

Requirements

At least 3–5 years of experience in Concierge or Front Office leadership in a luxury hotel.
Strong knowledge of luxury service standards; IHG experience is preferred.
Excellent communication and interpersonal skills.
Strong leadership and problem-solving abilities.
Fluency in English.
Membership in Les Clefs d’Or is highly desirable.

Responsibilities

Deliver luxury, personalized service from pre-arrival through departure.
Anticipate and fulfill guest needs, special requests, and VIP arrangements.
Ensure guests receive prompt, professional, and courteous service.
Handle guest complaints and resolve issues effectively and discreetly.
Create unique, tailor-made guest experiences beyond standard offerings.
Oversee daily operations of the Concierge, Bell, and Valet teams.
Ensure smooth handling of luggage services, transportation arrangements, and reservations for restaurants, tours, tickets, and other activities.
Maintain efficient workflow and service standards across all shifts.
Monitor guest requests and ensure timely follow-up.
Lead, train, and motivate the Concierge team to achieve service excellence.
Conduct coaching, performance reviews, and ongoing development.
Promote teamwork and a strong service culture.
Serve as a role model in professionalism and guest engagement.
Personally engage with VIPs, repeat guests, and high-profile clients.
Ensure recognition programs and guest preferences are maintained.
Maintain confidentiality and discretion at all times.
Build long-term guest relationships to enhance loyalty.
Maintain in-depth knowledge of local attractions, events, dining, entertainment, transportation, and travel services.
Build strong relationships with external partners, including restaurants, tour operators, and luxury services, to enhance guest offerings.
Collaborate with Front Office, Housekeeping, Food and Beverage, and other departments.
Communicate daily VIP arrivals, events, and guest preferences.
Ensure seamless service delivery across all touchpoints.
Develop and implement Concierge Standard Operating Procedures.
Ensure compliance with InterContinental brand standards and safety policies.
Monitor service quality and continuously improve guest satisfaction.

Desired Qualifications

IHG experience is preferred.
Extensive local knowledge of Pattaya and Thailand tourism is highly preferred.
Additional languages are an advantage.
Membership in Les Clefs d’Or is highly desirable.

Key Responsibilities

1. Guest Experience & Service Excellence

Deliver luxury, personalized service from pre-arrival to departure
Anticipate and fulfill guest needs, special requests, and VIP arrangements
Ensure all guests receive prompt, professional, and courteous service
Handle guest complaints and resolve issues effectively with discretion
Create unique, tailor-made guest experiences beyond standard offerings

2. Concierge Operations Management

Oversee daily operations of Concierge, Bell, and Valet teams
Ensure smooth handling of:
- Luggage services
- Transportation arrangements
- Reservations (restaurants, tours, tickets, etc.)
Maintain efficient workflow and service standards across all shifts
Monitor guest requests and ensure timely follow-up

3. Leadership & Team Development

Lead, train, and motivate the Concierge team to achieve service excellence
Conduct coaching, performance reviews, and ongoing development
Promote teamwork and a strong service culture
Act as a role model in professionalism and guest engagement

4. Guest Relations & VIP Management

Personally engage with VIPs, repeat guests, and high-profile clients
Ensure recognition programs and guest preferences are maintained
Maintain confidentiality and discretion at all times
Build long-term guest relationships to enhance loyalty

5. Local Knowledge & Partnerships

Maintain in-depth knowledge of:
- Local attractions, events, dining, and entertainment
- Transportation and travel services
Build strong relationships with external partners (restaurants, tour operators, luxury services) to enhance guest offerings

6. Coordination & Communication

Collaborate with Front Office, Housekeeping, F&B, and other departments
Communicate daily VIP arrivals, events, and guest preferences
Ensure seamless service delivery across all touchpoints

7. SOP & Quality Standards

Develop and implement Concierge Standard Operating Procedures (SOPs)
Ensure compliance with InterContinental brand standards and safety policies
Monitor service quality and continuously improve guest satisfaction

Qualifications & Requirements

Minimum 3–5 years experience in Concierge or Front Office leadership in a luxury hotel
Strong knowledge of luxury service standards (IHG experience preferred)
Excellent communication and interpersonal skills
Strong leadership and problem-solving abilities
Extensive local knowledge (Pattaya / Thailand tourism highly preferred)
Fluency in English (additional languages are an advantage)
Membership in Les Clefs d’Or is highly desirable

About the Company

IHG

Global hotel company

IHG is a global hospitality company operating and franchising a portfolio of hotel brands. The company supports hotel development, reservations, loyalty programs, revenue management, brand standards, technology, and guest services. It serves travelers, hotel owners, franchisees, corporate clients, loyalty members, and hospitality partners. Its operating model centers on a primarily franchised and managed hotel network connected through brands, distribution, commercial systems, and regional support. Teams work across hotel operations, development, revenue, technology, marketing, loyalty, finance, and owner support. Teams support coordinated daily delivery.

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Not listed
Founded: Not listed

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