Chief Concierge - NoMad Singapore

The Chief Concierge is responsible for leading the Concierge team in delivering personalised, intuitive and memorable guest experiences through expert knowledge, service excellence and seamless coordination. This role oversees all concierge and guest assistance services, including transportation, luggage handling and local recommendations. The Chief Concierge ensures that guests receive tailored experiences that reflect the NoMad brand while maintaining operational efficiency and team performance. Oversee daily Concierge operations, ensuring seamless service delivery at all times. Develop and implement procedures for luggage handling, transportation and guest services. Maintain a strong presence in the lobby to engage with guests and support the team. Ensure all Concierge services meet brand standards and guest expectations. Keep Front Office leadership informed of operational issues or guest concerns. Undertake any other duties or tasks deemed reasonable by the Director of Rooms or Front Office Manager. LEADERSHIP AND MANAGEMENT. Lead, train and develop the Concierge team to achieve high performance. Conduct performance evaluations and provide coaching and development opportunities. Set clear team goals aligned with hotel and departmental objectives. Manage staffing levels and schedules to meet operational demands. Foster a culture of professionalism, accountability and service excellence. Ensure team members adhere to grooming and presentation standards. Deliver highly personalised concierge services tailored to guest preferences. Provide expert recommendations on dining, entertainment, attractions and experiences. Ensure VIP guests and repeat guests receive personalised recognition and service. Anticipate guest needs and create memorable experiences. Maintain up-to-date knowledge of local culture, events and city offerings. Ensure seamless airport transfers, transportation arrangements and special requests. OPERATIONS & COORDINATION. Ensure all guest information and concierge resources are accurate and accessible. Coordinate closely with Front Office, Housekeeping, F&B and other departments. Ensure timely and accurate communication of guest requests and operational updates. Oversee reporting, documentation and service delivery timelines. Ensure all concierge-related systems and processes are followed. Identify opportunities to enhance guest services and increase revenue through partnerships and experiences. Provide recommendations to improve operations, efficiency and guest satisfaction. Support the development of curated guest experiences and offerings. Monitor service trends and guest feedback to drive continuous improvement. COMPLIANCE & SAFETY. Ensure compliance with hotel policies, procedures and brand standards. Adhere to all safety, security and emergency protocols. Ensure proper handling of guest belongings and valuables. Maintain confidentiality and professionalism at all times. Always maintain a consistently professional and polished demeanor. Represent NoMad positively in all guest and stakeholder interactions. Demonstrate strong leadership presence and operational awareness. Exhibit exceptional guest engagement and service intuition. Foster clear communication and teamwork across departments. Maintain a high level of integrity, reliability and accountability. Champion company values and deliver excellence consistently. QUALIFICATIONS. Secondary education or higher qualification in Hospitality or a related field. Minimum 3–5 years of experience in Concierge operations, with at least 2–3 years in a supervisory role. Strong knowledge of local attractions, lifestyle experiences and hospitality services. Excellent communication and interpersonal skills. Strong leadership and team management capabilities. High level of professionalism, integrity and guest focus. Fluency in English; additional languages are advantageous.