Job Description

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