Chief Concierge at InterContinental Hotels Group in Thailand, Thailand

Position Summary

The Chief Concierge is responsible for leading the Concierge, Bell, and Valet operations to deliver exceptional, personalized guest experiences. This role ensures seamless coordination of guest services, anticipates guest needs, and creates memorable experiences aligned with InterContinental brand standards.

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