Concierge Agent - Toa Payoh

The position is responsible to act as the point of reference for guests who need assistance or information. The Concierge Agent understands guests’ needs and requests and provides them with personalised solutions for hotel offerings and Singapore-specific activities and attractions.

Primary Responsibilities

• Accommodates all guest needs and requests with focus on guest service, anticipating guest needs, and creating memorable experiences through personalized service.
• Takes responsibility and ownerships for all resident and visitor services rendered by the Concierge section. Carries out any other duties as and when assigned by the management of the hotel and department.
• Ensures the smooth running of the Concierge section by performing all tasks in adherence with the code of ethics as issued by Raffles Hotel Singapore.
• Ensures service standards and individual performance is aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Handle guest enquiries and requests efficiently—whether for transportation, dining reservations, sightseeing, shopping, or special arrangements.
• Maintain a current and detailed knowledge of local attractions, dining venues, entertainment, and cultural events.
• Coordinate with hotel departments and external partners to fulfill guest needs promptly.
• Assist in handling guest complaints tactfully and escalate complex issues to supervisors when necessary.
• Ensure accurate recording of guest preferences and requests in the system for future reference.
• Promote hotel services, outlets, and events whenever appropriate.

• Arranges, coordinates and monitors limousine services to ensure all guests receive the appropriate attention from departure to arrival of the booked vehicle and that revenue is maximized without compromising the service experience and perception of the guest.
• Arranges coordinates and monitors any travel, ticket, tour, and attraction bookings as well as offsite restaurant reservations that are arranged by the Concierge section.
• Ensure service quality and compliance from third-party service providers in line with Raffles standards.

• Works with the Doormen and Porters, Reception and Raffles Service team and maintain good inter-departmental relationships, especially with Housekeeping and Butlers to ensure seamless customer service.
• Promotes in-house facilities and inter-hotel sales and maintain good inter-divisional relationships to ensure seamless customer service.
• Addresses any security incidents and guest complaints to the Lobby Manager and reacts proactively when suitable and appropriate.

• Ensures guests receive the experience as detailed brand Standard Operation Procedure (SOP), Raffles Hotel Singapore Local Standard Operation Procedure (LSOP) as well as Leading Quality Assurance (LQA) standards, and aim to achieve the scores and goals set by management.
• Adheres to Workplace Safety and Health (WHS) policies and procedures.
• Stay updated with luxury service trends and local developments to ensure recommendations remain relevant and exclusive.
• Participate in departmental training, briefings, and service audits to uphold and exceed Forbes and LQA standards.
• Maintain meticulous records of guest preferences and ensure follow-through on recurring requests.
• Performs any other duties and responsibilities that may be assigned.

Candidate Profile

• Minimum of 2 years of relevant experience in the hotel industry.
• Strong working knowledge of Microsoft Office in particular Excel.

• Possesses strong interpersonal skills and ability to communicate in second language.
• Ascertains and addresses guest/colleague needs.
• Focuses on service with an eye for detail and an approachable attitude.
• Works well under pressure, analyses and resolves problems, exercises good judgment and with a high degree of professionalism.
• Prioritises, and organises work assignments and delegates work effectively.
• Self-motivates and shows good initiative in a dynamic environment.
• Ensures security and confidentiality of guest and hotel information.
• Possesses good computer and property management system skills.
• Embraces and responds to change effectively.

• 5-day Work Week.
• Duty Meals are provided.
• Colleagues’ Discount and/or Preferential Room Rates at worldwide Accor Hotels.
• Flexible Benefit – Dental/Optical/Vacation Expenses/Children’s Education.
• Medical and Wellness Benefit.
• Comprehensive Insurance Coverage.
• Local/Overseas Career Development & Growth Opportunities.
• Holistic Learning and Development Opportunities.