Chief Concierge - Regent Kuala Lumpur… at IHG Hotels &… · Malaysia

Chief Concierge - Regent Kuala Lumpur (Pre-opening)

Location: Malaysia

WHAT’S THE JOB?

At Regent Kuala Lumpur, we want to elevate our guests above the noise, this can only be achieved if we thoughtfully manage and connect the service processes. Every role here plays a part in that promise, bringing care and poise to the guest journey, whether guests see it directly or feel it in the quality of their stay.

The Chief Concierge leads Regent Kuala Lumpur's concierge team, acting as the guest's trusted guide to the city — from insider recommendations and hard-to-get reservations to the quiet problem-solving that turns a good stay into an unforgettable one. This role calls for someone who knows Kuala Lumpur inside and out, bringing genuine concierge craft to every guest interaction, ideally recognised through Les Clefs d'Or or an equivalent local or international concierge association.

YOUR DAY TO DAY

People

• Supervise and mentor the concierge team, providing training, delegating tasks, and conducting performance evaluations to maintain high standards of service and professionalism
• Coach the team to build genuine local knowledge, ensuring every concierge can speak confidently and personally about Kuala Lumpur's best restaurants, hidden spots, and experiences
• Promote teamwork and quality service through daily communication and coordination with other departments
• Handle high-profile or complex guest requests, including special arrangements, reservations, and personalised services, setting the standard for the team

Financial

• Monitor the resolution of issues and expenses related to operational supplies to ensure maximum effectiveness and efficiency
• Maintain proper inventory levels, managing cost for supplies and labour
• Participate in the planning of departmental goals as they relate to the wider hotel strategy

Guest Experience

• Ensure every guest interaction is managed with the utmost care, attention, and genuine local insight
• Develop and maintain relationships with local businesses, attractions, and service providers, leveraging these connections to offer guests exclusive access and recommendations
• Act as the guest's trusted source for the best of Kuala Lumpur — from fine dining and hidden gems to cultural experiences and events — going beyond guidebook suggestions to offer genuinely personal recommendations
• Address and resolve guest issues or complaints related to concierge services promptly and effectively
• Monitor guest feedback and concierge performance to identify areas for improvement, implementing best practices and service enhancements

Responsible Business

• Ensure efficient, ethical operations within the concierge department, managing resources responsibly and upholding company policies and values
• Maintain familiarity with property safety, first aid, fire, and emergency procedures
• Ensure all recommended local partners and service providers meet Regent's standards of quality, safety, and reliability

Accountabilities

• Full leadership of the concierge team and daily concierge operations
• Consistent, high-quality handling of guest requests, inquiries, and complex arrangements
• Maintenance of strong relationships with local businesses and service providers that benefit the guest experience
• Recognised depth of Kuala Lumpur destination knowledge across the concierge team

WHAT WE NEED FROM YOU

• To thrive in this role and bring poise and precision to the guest journey, you'll need:
• Diploma or equivalent, with a background in Front Office or Concierge services within a 5-star or luxury property
• Minimum 3–5 years' experience in concierge or guest services, including supervisory experience
• Deep, genuine knowledge of Kuala Lumpur — dining, culture, events, and hidden gems — with the ability to make personal recommendations rather than generic suggestions
• Membership of Les Clefs d'Or, or an equivalent local or international concierge association, highly desirable
• Familiarity with OPERA or similar hotel booking systems
• Fluent English required; other languages an advantage