style="font-size: 12pt; line-height: 107%;">Key
Responsibilities
1. Guest Experience & Service
Excellence
-
style="font-size: 12pt; line-height: 107%;">Deliver luxury, personalized
service from pre-arrival to departure -
style="font-family: "Times New Roman", serif;">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
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Oversee
daily operations of Concierge, Bell, and Valet teams
style="font-family: "Times New Roman", serif;">Ensure smooth handling of:
style="list-style-type: circle;">Luggage
servicesTransportation arrangements
style="font-family: "Times New Roman", serif;">Reservations (restaurants, tours, tickets,
etc.)Maintain
efficient workflow and service standards across all
shiftsMonitor
guest requests and ensure timely follow-up
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3. Leadership & Team
Development
-
style="font-size: 12pt; line-height: 107%;">Lead, train, and motivate
the Concierge team to achieve service excellence -
style="font-family: "Times New Roman", serif;">Conduct coaching, performance reviews, and ongoing
development - Promote
teamwork and a strong service culture -
style="font-family: "Times New Roman", serif;">Act as a role model in professionalism and guest
engagement
4. Guest Relations & VIP
Management
-
style="font-size: 12pt; line-height: 107%;">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 -
style="font-family: "Times New Roman", serif;">Build long-term guest relationships to enhance
loyalty
5.
Local Knowledge & Partnerships
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Maintain
in-depth knowledge of:- Local attractions,
events, dining, and entertainment -
style="font-family: "Times New Roman", serif;">Transportation and travel
services
Build
strong relationships with external partners (restaurants, tour operators, luxury
services) to enhance guest offerings
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6. Coordination & Communication
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Collaborate with Front Office, Housekeeping, F&B, and other
departmentsCommunicate daily VIP arrivals, events, and guest
preferencesEnsure
seamless service delivery across all touchpoints
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7. SOP & Quality Standards
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Develop
and implement Concierge Standard Operating Procedures
(SOPs)Ensure
compliance with InterContinental brand standards and safety
policiesMonitor
service quality and continuously improve guest
satisfaction
Qualifications & Requirements
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Minimum
3–5 years experience in Concierge or Front Office leadership
in a luxury hotelStrong knowledge of luxury service standards (IHG experience
preferred)Excellent
communication and interpersonal skills
style="font-family: "Times New Roman", serif;">Strong leadership and problem-solving
abilitiesExtensive
local knowledge (Pattaya / Thailand tourism highly
preferred)Fluency
in English (additional languages are an advantage)
style="font-family: "Times New Roman", serif;">Membership in Les Clefs d’Or
is highly desirable
