Concierge Manager

Job Summary

The Concierge Manager is responsible for leading and managing the concierge team to deliver exceptional, personalised, and seamless guest experiences in accordance with 5-star hospitality standards. This role requires a highly professional, service-oriented, and detail-driven individual who can anticipate guest needs, handle VIP requests, coordinate guest services, and maintain strong relationships with internal departments and external partners.

The Concierge Manager acts as the face of the hotel’s guest service excellence, ensuring every guest receives warm, elegant, efficient, and memorable service from arrival to departure.

Key Responsibilities

1. Guest Experience & Service Excellence

• Provide world-class concierge services to all guests, ensuring every interaction reflects professionalism, warmth, discretion, and attentiveness.
• Anticipate guest needs and deliver personalised recommendations, arrangements, and solutions.
• Handle guest requests including transportation, restaurant reservations, event bookings, sightseeing arrangements, shopping assistance, special celebrations, and other lifestyle services.
• Ensure all VIPs, long-stay guests, repeat guests, corporate guests, and special occasion guests receive personalised attention and recognition.
• Resolve guest concerns or complaints promptly and professionally, ensuring service recovery is handled with care and urgency.
• Maintain a high level of product knowledge regarding hotel facilities, room categories, dining outlets, promotions, local attractions, transport options, and city information.

2. Concierge Operations Management

• Oversee the daily operations of the concierge desk, bell service, lobby assistance, luggage handling, transportation coordination, and guest arrival/departure experience.
• Ensure the concierge area, lobby, luggage room, and guest-facing spaces are always clean, organised, elegant, and aligned with 5-star presentation standards.
• Monitor guest arrivals, departures, VIP movements, group arrivals, and special requests to ensure smooth coordination.
• Prepare and manage daily concierge briefing notes, handover reports, guest preference records, VIP lists, and incident reports.
• Ensure all guest requests are recorded, followed up, and completed within the expected service time.
• Coordinate closely with Front Office, Housekeeping, Food & Beverage, Security, Sales, Reservations, and Engineering teams to ensure seamless guest service delivery.

3. Team Leadership & Training

• Lead, supervise, coach, and motivate the concierge team, bell attendants, doormen, lobby ambassadors, and drivers where applicable.
• Conduct daily briefings to communicate hotel occupancy, VIP arrivals, events, guest feedback, service reminders, and operational priorities.
• Train team members on 5-star service etiquette, grooming standards, communication skills, complaint handling, local knowledge, upselling, and guest engagement.
• Ensure team members maintain proper grooming, posture, body language, tone of voice, and professional conduct at all times.
• Monitor team performance and provide regular feedback to improve service quality and consistency.
• Create a positive, disciplined, respectful, and service-driven work culture within the department.

4. VIP & Special Guest Handling

• Personally oversee VIP  guest arrangements, including arrival preparation, welcome experience, room readiness coordination, transportation, luggage handling, and special preferences.
• Ensure guest profiles and preferences are updated accurately for future visits.
• Coordinate special arrangements such as birthday surprises, honeymoon setup, anniversary amenities, executive arrivals, private transport, and high-profile guest requirements.
• Maintain strict confidentiality and discretion when handling high-profile guests, celebrities, corporate leaders, and private family guests.

6. Service Standards, SOP & Compliance

• Ensure all concierge operations comply with hotel policies, service standards, safety procedures, and brand expectations.
• Develop, improve, and implement concierge Standard Operating Procedures where required.
• Maintain proper records for luggage storage, parcel handling, lost and found items, transportation bookings, guest requests, and incident documentation.
• Ensure guest belongings are handled with the highest level of care, security, and accountability.
• Comply with health, safety, security, confidentiality, and data protection requirements.

7. Other Duties

• Support ad-hoc operational assigned by the company from time to time.

Working Hours: 5 days (9am–9pm). Weekend and public holiday shifts may be required.
Benefits & Perks:
✔ OT Paid / OT Bonus
✔ Travel Bonus | Performance Incentives | Allowances
✔ Medical & Optical up to RM1,000/year + Dental up to RM200/year
✔ Parent/Guardian/Spouse Allowance
✔ Housing Subsidy
✔ Car Subsidy
✔ Premium facilities access
*An additional language allowance of RM400 will be provided to candidates fluent in Mandarin, English, and Malay.