Bellman (The Mora Singapore)

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.

Additional Information

Job Description - Concierge

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