Concierge Account Manager / Concierge Manager - #1161864

Required Skills and Qualifications

• We are seeking candidates who are currently based in Singapore and hold valid work eligibility, including Singapore Citizens, Singapore Permanent Residents (PRs), or Relevant Pass holders who meet the criteria.

• Many years of experience in concierge, front-of-house, hospitality, premium service, property concierge or customer experience operations

• Able to manage concierge staff and maintain service standards for a high-end building

• Able to recruit, train and groom Concierge Executives

• Strong service mindset, communication skills and professional presentation

• Able to create SOPs, service standards and training structure

• Able to manage client expectations, service recovery and escalation

• Comfortable using systems, reports, technology and training tools

• Able to support business development by helping us identify and bring in other sites that require concierge or customer service manpower

• Eventually able to manage at least 3 to 4 concierge / customer service sites as the division grows

Key responsibilities

• Lead the concierge team and set the service standard for the site

• Recruit, train, groom and guide the Concierge Executives

• Manage roster discipline, attendance and deployment readiness

• Conduct grooming, conduct and service quality checks

• Handle client communication, escalation and service recovery

• Implement SOPs, training, reporting and performance expectations

• Build a service culture suitable for high-end commercial buildings

• Support manpower planning, relief arrangements and operational issue resolution

• Identify potential concierge / customer service opportunities and support the growth of the division

• Manage future sites as the concierge division expands