• Lead and manage the team of concierge and bellman, including hiring, training, coaching and performance evaluations.
• Develop and implement concierge and bellman procedures, guidelines, and best practices to ensure consistent service delivery across the resort.
• Foster a positive work environment and promote teamwork and professional development within the team.
• Provide personalized guest services, including handling special requests, reservations, and recommendations around the island.
• Address and resolve guest complaints and issues promptly and professionally.
• Ensure that all guest interactions meet or exceed the resort’s service standards and contribute to memorable experiences.
• Establish and maintain quality standards for concierge and bellman services, ensuring consistency and adherence to brand expectations.
• Conduct regular audits and reviews of service delivery to identify areas for improvement.
• Implement corrective actions based on guest feedback and performance evaluations.
• Manage and coordinate a range of guest services, including transportation, dining reservations, entertainment, local island attractions and special requests.
• Develop and maintain relationships with local vendors, attractions, and service providers to enhance guest experiences.
• Oversee the execution of special events and VIP services, ensuring high levels of guest satisfaction.
• Meet and greet VIP guests, ensuring their needs are met and expectations exceeded.
• Work with Front Office Manager and Assistant Front Office Manager on the pre-arrival and post-departure communications to guests, addressing any feedback promptly.
• Stay visible and interact with guests regularly to gather feedback and address concerns.
• Prepare and present regular reports on concierge and bellman performance, guest satisfaction, and operational efficiency to the Management.
• Communicate effectively with other departments to ensure a cohesive approach to guest service and satisfaction.
• Conduct orientation and training for new concierge and bellman, focusing on service standards and best practices.
• Identify training needs and collaborate with the People & Culture team to enhance skills and knowledge within the section.
• Any other duties and responsibilities that may be assigned from time to time by the Management and superior.

• Secondary school education and above.
• At least 3 years in a supervisory level position in Concierge operation.
• Fluent in English to meet business needs.
• Exceptional customer service skills,problem-solving abilities,and strong organization skills.
• Excellent leadership and team management skills.
• Strong sense of principle, a good team player, excellent interpersonal skills, sense of decency, honest and reliable.
• Have a strong sense of responsibility and learning ability.
• Professional certifications such as conciergerie or similar can be beneficial, however is not compulsory.

Kindly email your application with the most updated resume to careers.prlgk@parkroyalhotels.com.

Due to the restriction of Employment Visa in Malaysia, please note that this position is only opened for local Malaysian or candidates with legal work rights in Malaysia only.

We regret to inform that only shortlisted candidates will be notified.