About this role
Raffles is seeking an exceptional Head Concierge to lead the Concierge and arrival experience with elegance, intuition and an unwavering commitment to personalised service.
You will oversee the Concierge, Doorperson, Bellmen, Valet Parking and Chauffeur teams, ensuring every arrival, stay and departure reflects the warmth, heritage and refined service for which Raffles is renowned.
Key Responsibilities
Lead all Concierge services, including bespoke itineraries, luxury transportation, cultural experiences and personalised recommendations.Champion pre-arrival planning, stay personalisation and post-departure relationship-building.Personally engage with VIPs, repeat guests and long-staying guest, anticipating their needs and creating meaningful, high-touch experiences.Ensure the Concierge, Doorperson, Bellmen, Valet Parking and Chauffeur teams deliver every service with precision, polish and genuine warmth.Oversee daily operations, including transportation and valet schedules, staffing, luggage services and last-minute guest requests.Maintain seamless communication with Front Office, Butler, Housekeeping, Food & Beverage and other hotel departments.Develop Concierge-led revenue opportunities, including private tours, cultural experiences, luxury transportation and bespoke dining packages.Build and manage trusted external partnerships, ensuring exceptional quality, exclusivity and reliability.Work with the Director of Front Office to prepare the departmental budget, control expenditure and monitor financial performance against agreed targets.Recruit, train and mentor a high-performing team.Lead LQA training, daily coaching and destination familiarisation activities.Act as a key escalation point for guest concerns, delivering thoughtful and discreet service recovery. An experienced luxury hospitality leader with a strong Concierge, Front Office or guest services background.A natural host with exceptional local knowledge and an intuitive understanding of personalised service.Calm, decisive and highly organised, with the ability to lead confidently in a dynamic environment.An elegant communicator who engages discerning international guests with warmth and discretion.Experienced in developing teams, managing suppliers, controlling budgets and maintaining luxury service standards.Fluent in English and Polish; additional languages are highly advantageous.Knowledge of Forbes and LQA standards is preferred.Les Clefs d’Or membership, or eligibility to pursue it, would be an advantage.If you believe exceptional Concierge service is built on trusted relationships, thoughtful anticipation and memorable experiences, we would be delighted to hear from you.
Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits like medical care, commuting allowance, Multisport cards and others.
Our Values
Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.
Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.
Belonging:
We celebrate our differences. We support each other and we always stand together.
Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences.
Integrity:
We build trust through mutual respect and being authentic
Diversity & Inclusion
Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.