Chief Concierge
IHG · Thailand
Key Responsibilities
1. Guest Experience & Service Excellence
- Deliver luxury, personalized service from pre-arrival to departure
- Anticipate and fulfill guest needs, special requests, and VIP arrangements
- Ensure all guests receive prompt, professional, and courteous service
- Handle guest complaints and resolve issues effectively with discretion
- Create unique, tailor-made guest experiences beyond standard offerings
2. Concierge Operations Management
- Oversee daily operations of Concierge, Bell, and Valet teams
- Ensure smooth handling of:
- Luggage services
- Transportation arrangements
- Reservations (restaurants, tours, tickets, etc.)
- Maintain efficient workflow and service standards across all shifts
- Monitor guest requests and ensure timely follow-up
3. Leadership & Team Development
- Lead, train, and motivate the Concierge team to achieve service excellence
- Conduct coaching, performance reviews, and ongoing development
- Promote teamwork and a strong service culture
- Act as a role model in professionalism and guest engagement
4. Guest Relations & VIP Management
- Personally engage with VIPs, repeat guests, and high-profile clients
- Ensure recognition programs and guest preferences are maintained
- Maintain confidentiality and discretion at all times
- Build long-term guest relationships to enhance loyalty
5. Local Knowledge & Partnerships
- Maintain in-depth knowledge of:
- Local attractions, events, dining, and entertainment
- Transportation and travel services
- Build strong relationships with external partners (restaurants, tour operators, luxury services) to enhance guest offerings
6. Coordination & Communication
- Collaborate with Front Office, Housekeeping, F&B, and other departments
- Communicate daily VIP arrivals, events, and guest preferences
- Ensure seamless service delivery across all touchpoints
7. SOP & Quality Standards
- Develop and implement Concierge Standard Operating Procedures (SOPs)
- Ensure compliance with InterContinental brand standards and safety policies
- Monitor service quality and continuously improve guest satisfaction
Qualifications & Requirements
- Minimum 3–5 years experience in Concierge or Front Office leadership in a luxury hotel
- Strong knowledge of luxury service standards (IHG experience preferred)
- Excellent communication and interpersonal skills
- Strong leadership and problem-solving abilities
- Extensive local knowledge (Pattaya / Thailand tourism highly preferred)
- Fluency in English (additional languages are an advantage)
- Membership in Les Clefs d’Or is highly desirable