Chief Concierge

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!

YOUR DAY TO DAY

People

• Foster an engaged, collaborative, and high performing Concierge and Bell Services team by clearly communicating daily priorities, service expectations, and long-term objectives

• Supervise and lead the Concierge and bell team, ensuring all colleagues deliver prompt service, professional attention, and personal recognition that enhances the guest journey.

• Take full ownership of the lobby and front-of-house guest experience, ensuring the team is well-equipped with the tools, training and local insights needed to deliver exceptional, seamless service from arrival to departure.

• Strategically manage day-to-day staffing needs, including scheduling and task assignments, in alignment with occupancy forecasts, VIP movements, seasonal fluctuations, and business demands.

• Support night operational team by ensuring proper checks are conducted on guest messages and expected arrivals, enabling a consistent and smooth overnight experience.

• Provide hands-on mentoring, coaching, and real-time feedback to foster individual growth, resolve conflicts and enhance overall team morale and performance.

• Educate and train all team members in compliance with local laws, health and safety regulations, hotel policies and service excellence standards – including areas such as guest interaction, cash handling, security, and emergency procedures.

• Ensure every team member is confident in recommending hotel facilities, services, local attractions, and personalized guest experiences, supported by robust training and access to updated information.

• Work closely with Front Office Manager to uphold team and departmental performance through:

  -Preparing and implementing structured induction programmes for new hires.

  -Conducting on-the-job training with consistent monitoring and documentation of progress.

  -Providing timely input into performance appraisals, probation reviews and development plans.

• Ensuring all new colleagues attend IHG Orientation and InterContinental Singapore Robertson Quay Property Orientation within the first month of employment.

  -Coaching, counselling and disciplinary matters (where required) in line with company standards.

• Regularly review upcoming weekly, monthly, and annual business outlooks to prepare the team to seize opportunities and proactively address potential challenges.

• Identify and cultivate high-potential talent within the team, creating meaningful development pathways that support succession planning and long-term career growth.

• Collaborate within Front Office Department, and cross-functionally with Housekeeping, Restaurant and Bar Service as well as Kitchen, Sales, and with external partners (e.g. transport providers, tour operators, and dining venues) to deliver a seamless and holistic guest experience.

• Maintain a visible presence in the lobby during peak periods, leading by example and creating genuine connection with guests and colleagues alike.

• Serve as a brand ambassador by consistently upholding the hotel’s service values, culture, and identify through every interaction and decision.

Financial

• Contribute to the development and management of the Concierge operational budget, ensuring alignment with departmental and overall hotel financial targets.

• Assist the Front Office Manager in the preparation, monitoring and delivery of departmental financial performance, maintaining full awareness of budget goals and cost-saving initiatives.

• Ensure cost-conscious decision-making in key areas such as transportation arrangements, floral services, luggage handling, guest amenities, and outsourced vendors.

• Support hotel-wide cost control by managing labour scheduling in line with occupancy forecasts and anticipated guest activity, ensuring both efficiency and service quality.

• Drive revenue opportunities by actively promoting the hotel’s additional offerings such as Publico Ristorante, the Residence, Room Service and Club InterContinental.

• Contribute to revenue generation through tour, attraction, and transportation bookings, while ensuring commissions and arrangements align with hotel standards.

• Partner with vendors and service providers to negotiate quality services at optimal value, ensuring guest satisfaction while managing spend.

• Monitor and report variances in guest service-related expenses, identifying trends and proposing proactive improvements.

• Manage financial transactions, including Cash Floats (if applicable), in strict accordance with hotel policies and procedures.

• Promote sustainability by enforcing recycling practices and cost-saving measures across Concierge operations.

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.

Responsible Business

• Support the implementation of IHG’s Responsible Business initiatives by developing and promoting programmes aligned with corporate social responsibilities goals.

• Regularly review and update daily operational practices to ensure ongoing efforts to minimise hotel’s environmental impact.

• Support and drive full compliance in Brand Standards and Human Resources audit requirements.

• Ensure strict adherence to all hotel and company’s policies and procedures.

• Maintain compliance with all applicable laws, rules, regulations, standards, and with emphasis on food hygiene and responsible service of alcohol.

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.

HOW DO I DELIVER THIS

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels.

Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.

• True Attitude: being caring, wanting to make positive difference, and building genuine connections with guest

• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

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.