CONCIERGE MANAGER

• Assists to ensure that the Concierge activities including Bell are aligned with the respective Corporate Strategy, and that the Hotel Actions have been implemented where appropriate.
• Oversees the preparation and update of individual Departmental Operations Manuals.
• Conducts regular divisional communications meetings and ensure that departmental briefings and meetings are effective and conducted as necessary.
• Ensures that all employees deliver the brand promise and provide exceptional guest service at all times.
• Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.
• Maintains positive guest and colleague interactions with good working relationships.
• Ensures that all Concierge and Bell Desk employees are aware of current promotions, policies and other important information.
• Ensures that all Concierge and Bell Desk employees are familiar with the hotel’s products and services.
• Personally and frequently verifies that guests are receiving the best possible service during check-in and check-out.
• Spends time in Concierge, Bell Desk, Hotel Lobby and Entrance during peak periods to ensure that both areas are managed well by the respective team and delivers the brand promise.
• Ensures that guest history records are accurately maintained.
• Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to.
• Ensures all guests' messages, mail, faxes and parcels are handled and distributed promptly.
• Ensures that all guest requests and requirements are attended to promptly and handled in the correct manner.
• Ensures that communication and co-ordination of all Departments, with particular emphasis on the interactions between Concierge and Front Desk, Housekeeping, Maintenance, Telephone, Security are smooth and efficient.
• Works closely with other management personnel in a supportive and flexible manner, focusing on the overall success of the hotel and the satisfaction of hotel guests.
• Assists in the recruitment and selection of all Concierge, Bell, Airport and Doorman employees.
• Assists to oversee the punctuality and appearance of all Concierge, Bell and Doorman employees, making sure that they wear the correct uniform and maintain a high standard of personal appearance and hygiene.
• Conducts annual Performance Development Discussions with Concierge, Bell, Airport and Doorman employees, supports them in their professional development goals.
• Develops the skills and effectiveness of all Concierge and Bell Desk employees through the appropriate training, coaching, and/or mentoring.
• Prepares and posts weekly work schedules, making sure that they reflect business needs and other key performance indicators.
• Ensures that employees follow all hotel, company and local rules, policies and regulations relating to fire and hazard safety, and security.
• Ensures high standards of personal presentation and grooming.
• Maintains strong, professional relationships with relevant representatives from competitor hotels, business partners and other organisations.
• Responds to changes in the Concierge function as dictated by the industry, company and hotel.
• Exercises responsible management and behaviour at all times, positively representing the hotel management team and Hyatt International.
• Attends training sessions and meetings as and when required.
• Carries out any other reasonable duties and responsibilities as assigned.

• Service charges
• A balance 5-day workweek
• 12 complimentary nights at Hyatt Hotels worldwide
• Exclusive discounts on F&B and Friend & Family rates
• Duty meal and provided Uniforms
• Opportunities for career growth
• A Diverse & Inclusive workplace culture where you truly belong

• Diploma or degree in Hospitality Management or related field preferred.
• Previous experience in a Concierge or Guest Services role, with at least 1–2 years in a supervisory/leadership position at a luxury hotel.
• Strong knowledge of local attractions, dining, entertainment, transportation, and cultural events.
• Strong organizational and problem-solving skills, with attention to detail.
• Proficient in English (both written and spoken); knowledge of other foreign languages is an advantage.
• Proficiency in MS Office applications.
• Flexible to work shifts, weekends, and public holidays.

Please submit your application via Hoteljob or via email to tam.nguyen[at sign]hyatt.com

Only suitable candidates will be contacted for an interview