Concierge Agent

Company Overview

Raffles Hotel Singapore is a landmark heritage hotel that preserves the elegance of the 19th century while offering refined luxury, distinctive architecture, and classic colonial character. With its suites, social spaces, acclaimed restaurants, and bars, it continues to attract discerning travellers seeking a uniquely memorable stay in Singapore.

Role Summary

This role serves as the main contact point for guests who need assistance, guidance, or local recommendations. The Concierge Agent interprets guest needs and provides tailored support related to hotel services, as well as activities, attractions, and experiences across Singapore.

Key Duties

• Respond to guest requests with a strong service mindset, aiming to anticipate needs and create memorable experiences through personalised attention.
• Take full ownership of resident and visitor services handled by the Concierge team, and complete additional tasks assigned by hotel or department management.
• Support the efficient operation of the Concierge desk while following the hotel’s code of ethics.
• Deliver work in line with Accor values, including Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation, and Respect.
• Organise, track, and oversee limousine arrangements so guests receive smooth service from vehicle departure to arrival, while supporting revenue generation without harming the guest experience.
• Handle bookings for travel, tickets, tours, attractions, and off-site restaurant reservations managed by the Concierge team.
• Coordinate closely with Doormen, Porters, Reception, and the Raffles Service team, and maintain strong working relationships with Housekeeping and Butlers to ensure seamless service.
• Promote in-house facilities and inter-hotel selling opportunities while supporting strong cooperation across departments.
• Escalate security matters and guest complaints to the Lobby Manager and respond proactively where appropriate.
• Ensure guests receive service that meets brand SOPs, local SOPs, and Leading Quality Assurance standards, while working toward targets and scores set by management.
• Follow Workplace Safety and Health policies and procedures at all times.
• Carry out any other duties and responsibilities as assigned.

Candidate Profile

The ideal candidate brings hotel concierge experience, strong service instincts, excellent communication skills, and the ability to stay composed in a busy, guest-facing environment. The role also calls for discretion, teamwork, initiative, and solid technical confidence in standard office tools and hotel systems.

Experience and Skills

• At least 2 years of relevant experience in the hotel industry.
• Good command of Microsoft Office, especially Excel.
• Strong interpersonal abilities and the ability to communicate in a second language.
• Ability to identify and address the needs of guests and colleagues effectively.
• Service-oriented approach with strong attention to detail and a welcoming attitude.
• Capability to work well under pressure, analyse issues, solve problems, and exercise sound judgment professionally.
• Skilled at prioritising work, organising tasks, and delegating when needed.
• Self-driven, proactive, and adaptable in a fast-paced environment.
• Ability to protect guest and hotel information with confidentiality and care.
• Good computer literacy and familiarity with property management systems.
• Comfortable adapting to change and responding positively to new situations.

Benefits

• Five-day work week.
• Duty meals provided.
• Colleague discounts and/or preferential room rates at Accor hotels worldwide.
• Flexible benefits covering dental, optical, vacation expenses, and children’s education.
• Medical and wellness benefits.
• Comprehensive insurance coverage.
• Local and overseas career development opportunities.
• Learning and development opportunities.

Working Conditions

This is a full-time onsite position based in Singapore. The role follows a five-day work week and may involve guest-facing operational responsibilities in a dynamic hotel environment.