We are hiring an experienced Account Manager to lead a premium concierge team for a Grade A commercial development in Singapore.
This is a client-facing leadership role responsible for managing a full concierge team across office-hour and extended-hour operations. The ideal candidate should come from hospitality, premium property services, serviced offices, aviation, luxury retail, facilities services, or outsourced manpower operations.
Key Responsibilities
- Act as the main point of contact between the company, client representatives and the deployed concierge team.
- Manage a team of 10 concierge personnel across office-hour and extended-hour rosters.
- Plan and maintain staff rosters to ensure full manpower coverage.
- Maintain accurate daily deployment, attendance and shift records.
- Manage leave planning, urgent absences, replacement staff and backfill activation.
- Handle escalated issues, complaints and service recovery professionally.
- Prepare and submit operational reports, incident reports, monthly performance updates and service improvement plans.
- Oversee onboarding, training, grooming checks, uniform compliance and site familiarisation.
- Conduct service audits, mystery shopping exercises and regular staff coaching.
- Ensure all team members comply with service standards, grooming standards, safety protocols, system access requirements and client SOPs.
- Work with HR/recruitment to shortlist, interview and onboard suitable concierge candidates.
- Develop a progression path for staff from Concierge Executive to Senior Concierge Executive.
Requirements
- Minimum 5–7 years of relevant experience in hospitality operations, premium concierge, front office, property services, aviation, serviced offices, luxury retail or outsourced manpower operations.
- Minimum 2–3 years of team leadership or account management experience.
- Strong rostering, reporting and client-management skills.
- Able to manage a sizeable frontline team with discipline and empathy.
- Strong spoken and written English.
- Mandarin-speaking ability is advantageous.
- Excellent grooming, presentation and communication standards.
- Strong service recovery and complaint-handling ability.
- Comfortable using Excel, email, digital attendance systems, CRM/logging tools and reporting dashboards.
- First Aid / CPR / AED, service excellence, hospitality or supervisory certifications will be advantageous.
