Concierge

Key Responsibilities

Guest Experience & Service Excellence:

• Provide warm, anticipatory, and personalized service to all guests in accordance with Raffles legendary service philosophy.
• Act as a trusted advisor to guests by offering expert recommendations for dining, entertainment, cultural experiences, transportation, and exclusive local attractions.
• Handle all guest requests efficiently, creatively, and discreetly, ensuring prompt follow-up and flawless execution.
• Maintain detailed knowledge of guest preferences, special occasions, and cultural sensitivities to personalize every interaction.

Coordination & Operations:

• Liaise closely with internal departments (Front Office, Housekeeping, Butler Service, F&B, Spa, Security) to ensure seamless guest experiences.
• Build and maintain strong relationships with external partners, luxury vendors, and service providers to secure preferred access and exclusive experiences for guests.
• Manage reservations, ticketing, transportation arrangements, and special requests with precision and attention to detail.
• Maintain accurate records of guest interactions and preferences in the property management system.

Standards, Etiquette & Brand Representation:

• Uphold Raffles grooming, etiquette, and presentation standards at all times.
• Demonstrate impeccable manners, refined communication skills, and cultural awareness befitting a luxury heritage brand.
• Resolve guest concerns proactively and diplomatically, ensuring satisfaction and loyalty.
• Act as a brand ambassador, embodying the values, history, and elegance of Raffles Hotels & Resorts.

Compliance & Professional Conduct:

• Ensure compliance with hotel policies, safety procedures, and confidentiality requirements.
• Handle sensitive guest information with the utmost discretion and integrity.
• Participate in ongoing training to enhance product knowledge, service skills, and brand standards.

Desired Candidate Profile

Qualifications & Experience:

• Minimum 2 3 years of experience in a luxury hotel concierge or guest relations role (5-star or ultra-luxury preferred).
• Les Clefs d Or certification or eligibility is highly desirable.
• Exceptional knowledge of the local destination, luxury lifestyle offerings, and high-end clientele expectations.
• Proven ability to anticipate guest needs and deliver bespoke experiences.

Skills & Competencies:

• Outstanding interpersonal and communication skills.
• Strong problem-solving ability with a calm and gracious demeanor under pressure.
• High level of cultural awareness and emotional intelligence.
• Excellent organizational skills and attention to detail.
• Proficiency in hotel systems and Microsoft Office.
• Fluency in English required; additional languages are a strong advantage.

Personal Attributes:

• Passion for luxury hospitality and genuine care for guest satisfaction.
• Polished, elegant, and professional presence.
• Flexible, adaptable, and able to work varied shifts, including weekends and holidays.
• Discreet, trustworthy, and service-oriented with a strong sense of ownership.