Guest Experience Expert – Concierge

About the role

The Guest Experience Expert leads the Concierge and Bell operations at a flagship Singapore hotel, ensuring every guest enjoys a seamless and memorable stay. This full‑time position combines front‑of‑house service, team supervision, and adherence to brand standards.

Key responsibilities

• Supervise Bellmen and Doormen, maintaining high standards of conduct and service.
• Welcome guests, provide local attraction information, and arrange restaurant or event reservations.
• Coordinate ground transportation, liaise with vendors, and handle package and luggage delivery.
• Maintain cleanliness and order at the Concierge counter, Bell stand, and lobby, and ensure equipment is cared for.
• Monitor daily movement logs, respond to email and telephone enquiries professionally, and update internal notices on local events.
• Conduct daily briefings and 15‑minute training sessions for Bell associates, and submit training calendars to management.
• Collaborate with Front Desk and At‑Your‑Service teams to manage luggage storage, room changes, and ad‑hoc duties.
• Follow safety procedures, cash handling policies, and corporate grooming standards.

Required profile

• Experience in concierge, bell service, or guest‑relations roles within a hotel environment.
• Strong commitment to guest satisfaction, ethical conduct, and brand compliance.
• Ability to supervise staff, conduct training, and maintain clear communication with multiple departments.
• Attention to detail in handling luggage, payments, and operational logs.

Required skills