Bellman (The Mora Singapore)

Job Description - Concierge

About the Role

Reporting to the Front Office Manager (FOM), the Concierge is responsible for bell service, curating exceptional, personalized destination experiences for guests.

During the pre-opening phase, the Concierge establishes the concierge service philosophy, builds strategic destination partnerships, recruits and trains the concierge team, and ensures operational readiness prior to opening.

Post-opening, the Concierge serves as the hotel’s destination authority, VIP liaison, and lobby ambassador — delivering bespoke experiences aligned with brand standards.

The role requires refined presence, strong local influence, discretion, and exceptional networking capability.

PRE-OPENING RESPONSIBILITIES

Destination Partnership Development

• Build strategic relationships with:
• Fine dining restaurants
• Luxury retail boutiques
• Private clubs
• Cultural institutions
• Event organizers
• Premium transport providers
• Secure preferred partner agreements where appropriate.
• Curate exclusive and “money-can’t-buy” experiences.

Operational Setup & Readiness

• Participate in PMS and guest request system testing.
• Establish guest request tracking procedures.
• Define VIP handling and high-profile guest protocols.
• Coordinate limousine and airport representative processes.
• Conduct mock guest interaction and service recovery simulations.
• Ensure concierge desk design supports operational efficiency.

Pre-Opening & Soft Launch Execution

• Concierge support during mock operations.
• Handle VIP preview stays and media visits.
• Identify workflow improvements before grand opening.
• Ensure seamless coordination with Front Office, Butler, and Guest Relations.

POST-OPENING RESPONSIBILITIES

Guest Experience & Personalization

• Oversee all guest inquiries and special requests.
• Personally manage high-profile and VIP guests.
• Curate bespoke itineraries.
• Maintain visible presence in lobby during peak hours.
• Ensure anticipatory and intuitive service delivery.

Operational Oversight

• Ensure accurate documentation of guest preferences.
• Monitor guest satisfaction related to concierge services.

Revenue & Commercial Contribution

• Identify revenue-generating concierge services (transport, curated experiences).
• Collaborate with F&B and Sales on guest events.
• Support upselling of premium experiences.
• Monitor limousine and airport service profitability.

Brand Standards & Quality Assurance

• Ensure service choreography aligns with luxury brand expectations.
• Maintain impeccable grooming and desk presentation.
• Achieve high scores in brand audits and guest satisfaction metrics.
• Reinforce discretion and confidentiality standards.

Risk Management & Compliance

• Ensure safe and compliant transportation arrangements.
• Maintain accurate documentation for guest logistics.
• Protect guest privacy at all times.
• Coordinate emergency assistance for guests when required.
  

Qualifications & Experience

• Diploma in Hospitality or related field preferred.
• 2 years progressive concierge experience in luxury hospitality.
• Extensive local destination knowledge.
• Strong network within luxury and lifestyle sectors.
• Excellent communication and interpersonal skills.
• Membership in Les Clefs d’Or preferred.