Chief Concierge- InterContinental Singapore Robertson Quay

At InterContinental Hotels & Resorts®, we believe in Inspiring Incredible - both within our teams and in every guest experience. With a global, cultured mindset paired with deep local expertise, we bring our unique personalities to every interaction, creating authentic and memorable moments. Our success is driven by passionate individuals who understand hospitality inside and out. We perform at our best by fostering a culture of excellence, engagement, and well-being - because when we invest in ourselves, we deliver exceptional experiences. We fuel innovation by embracing diverse perspectives, leading to creative and forward-thinking solutions. And we stand out because of our unique culture, setting us apart in the industry. As a colleague of InterContinental Singapore Robertson Quay, you will be part of a team that embodies this philosophy, delivering exceptional service and elevating hospitality to new heights. If you believe in our values and want to be part of something truly special, we want you on our team! YOUR DAY TO DAY People • Foster an engaged, collaborative, and high performing Concierge and Bell Services team by clearly communicating daily priorities, service expectations, and long-term objectives • Supervise and lead the Concierge and bell team, ensuring all colleagues deliver prompt service, professional attention, and personal recognition that enhances the guest journey. • Take full ownership of the lobby and front-of-house guest experience, ensuring the team is well-equipped with the tools, training and local insights needed to deliver exceptional, seamless service from arrival to departure. • Strategically manage day-to-day staffing needs, including scheduling and task assignments, in alignment with occupancy forecasts, VIP movements, seasonal fluctuations, and business demands. • Support night operational team by ensuring proper checks are conducted on guest messages and expected arrivals, enabling a consistent and smooth overnight experience. • Provide hands-on mentoring, coaching, and real-time feedback to foster individual growth, resolve conflicts and enhance overall team morale and performance. • Educate and train all team members in compliance with local laws, health and safety regulations, hotel policies and service excellence standards – including areas such as guest interaction, cash handling, security, and emergency procedures. • Ensure every team member is confident in recommending hotel facilities, services, local attractions, and personalized guest experiences, supported by robust training and access to updated information. • Work closely with Front Office Manager to uphold team and departmental performance through: -Preparing and implementing structured induction programmes for new hires. -Conducting on-the-job training with consistent monitoring and documentation of progress. -Providing timely input into performance appraisals, probation reviews and development plans. • Ensuring all new colleagues attend IHG Orientation and InterContinental Singapore Robertson Quay Property Orientation within the first month of employment. -Coaching, counselling and disciplinary matters (where required) in line with company standards. • Regularly review upcoming weekly, monthly, and annual business outlooks to prepare the team to seize opportunities and proactively address potential challenges. • Identify and cultivate high-potential talent within the team, creating meaningful development pathways that support succession planning and long-term career growth. • Collaborate within Front Office Department, and cross-functionally with Housekeeping, Restaurant and Bar Service as well as Kitchen, Sales, and with external partners (e.g. transport providers, tour operators, and dining venues) to deliver a seamless and holistic guest experience. • Maintain a visible presence in the lobby during peak periods, leading by example and creating genuine connection with guests and colleagues alike. • Serve as a brand ambassador by consistently upholding the hotel’s service values, culture, and identify through every interaction and decision. Financial • Contribute to the development and management of the Concierge operational budget, ensuring alignment with departmental and overall hotel financial targets. • Assist the Front Office Manager in the preparation, monitoring and delivery of departmental financial performance, maintaining full awareness of budget goals and cost-saving initiatives. • Ensure cost-conscious decision-making in key areas such as transportation arrangements, floral services, luggage handling, guest amenities, and outsourced vendors. • Support hotel-wide cost control by managing labour scheduling in line with occupancy forecasts and anticipated guest activity, ensuring both efficiency and service quality. • Drive revenue opportunities by actively promoting the hotel’s additional offerings such as Publico Ristorante, the Residence, Room Service and Club InterContinental. • Contribute to revenue generation through tour, attraction, and transportation bookings, while ensuring commissions and arrangements align with hotel standards. • Partner with vendors and service providers to negotiate quality services at optimal value, ensuring guest satisfaction while managing spend. • Monitor and report variances in guest service-related expenses, identifying trends and proposing proactive improvements. • Manage financial transactions, including Cash Floats (if applicable), in strict accordance with hotel policies and procedures. • Promote sustainability by enforcing recycling practices and cost-saving measures across Concierge operations. Guest Experience • Leads the delivery of personalised and memorable guest experiences by anticipating needs, managing preferences, and providing thoughtful, tailored recommendations with warmth and professionalism. • Ensure all Concierge colleagues are empowered with up-to-date, knowledge of hotel services, local a…