The posting
Job Description
Concierge Team Leader
Welcome to the Kimpton Naluria Kuala Lumpur family. Now that you are part of our family, let’s explain the role you will play.
Our mission is to be the best loved Boutique Hotel & Restaurant Company so regardless of position we look for individuals to join our family who are passionate about providing genuine heartfelt care to our guests, colleagues, owners and communities.
WHAT YOU WILL ACTUALLY BE DOING?
You have already told us that you are driven and detailed by nature and that you love everything to be just right, which means you will feel perfectly at home in this team.
Kimpton, part of IHG’s Luxury & Lifestyle Collection, is renowned for its unscripted, heartfelt service and design-forward boutique hotels. The brand emphasizes human connection, personalized guest experiences, and local authenticity.
Regarding the role, it’s as the job title says really to embody the brand’s mission to create heartfelt human connections by delivering ridiculously personalized service. The role thrives in an inclusive, quirky culture that celebrates individuality, creativity, and self-leadership.
Part of the role is physical, and you will be on your feet some of the day, so fitness will be key for you, although reasonable adjustments will be made where we can. There’s a lot of people around in the hotel, so you will need to be able to communicate well with everyone. We would love it if you were multi-lingual, but it’s not essential.
Be Yourself: Bring authenticity, your unique personality enhances guest experiences.
Lead Yourself: Take the initiative to solve problems creatively.
Make It Count: Every interaction should leave guests feeling valued.
You will lead the concierge team supporting Chef Concierge in delivering anticipatory, joy-driven service that aligns with Kimpton’s Luxury that’s all-smiles philosophy. You will curate bespoke Kuala Lumpur experiences for guests while ensuring seamless operations across the lobby, concierge desk, and VIP services .
Guest Experience & Personalization
Act as the local expert, providing tailored recommendations (dining, entertainment, tours) and securing reservations at high-demand venues. Anticipate needs (e.g., VIP arrivals, special occasions) and follow up post-check-in to ensure satisfaction.
Personalized Itineraries
Design and execute bespoke experiences (e.g., private batik workshops, reservations at Michelin-starred venues, exclusive access to KL Tower events) using deep knowledge of Malaysian culture and luxury trends. VIP & Butler Coordination by oversee in-room check-ins, unpacking services, and special requests for high-profile guests, collaborating with butlers for flawless execution . Anticipate preferences (e.g., favorite amenities, dietary restrictions) using guest profiles and pre-arrival communication.
Operational Duties
Assist with Front Desk tasks (check-ins/outs, PBX operations) as needed. Maintain guest logs and communication tools (e.g., follow-up logs for concierge team coordination). Perhaps also to organize hotel events (e.g., lobby wine receptions, partnerships with local cultural performance). Reporting and document guest preferences, generate shift logs, and track local partner performance.
Logistics & Safety Compliance
Oversee luggage tagging, storage, and tracking to prevent loss or damage. Ensure valet parking and vehicle retrieval are efficient and secure. Maintain cleanliness and functionality of bell desks, trolleys, and storage areas. Adherent to safety protocols (e.g., reporting unattended items, coordinating with security).
Administrative & Financial Duties
Manage departmental inventory (e.g., bell carts, uniforms) and submit procurement requests. Record and report valet/bell service transactions accurately. Assist in budget control and identify upselling opportunities (e.g., premium parking).
Local Partnerships & Knowledge
Build relationships with trusted vendors (babysitters, spas, florists). Stay updated on city trends (new restaurants, closures, events) to provide accurate advice. Support local businesses (e.g., neighborhood bars, to-go cocktail programs).
Operational Excellence
Oversee lobby operations, ensuring flawless check-ins/check-outs and luggage handling. Maintain Les Clefs d’Or standards, symbolized by the gold crossed keys lapel pin. Problem resolution and address complex guest needs (e.g., last-minute requests, cultural preferences) with discretion and agility.
Lobby & Tech Oversight by ensuring pristine presentation of the concierge desk/lobby and functionality of systems (e.g., Opera PMS, digital concierge tools). Collaboration and liaise with R&B, Housekeeping, and Security for VIP movements or event support .
Social Programming
Facilitate Kimpton Social Hour and Kimpton Kickstart to foster guest connections .
Discretion & Confidentiality
Uphold the highest level of privacy and discretion for high-profile guests. Ensure all guest interactions remain confidential and within hotel policies.
Technology & Innovation
Utilize hotel management systems (e.g. Opera) to streamline operations. Monitor online reviews and leverage insights to elevate service quality.
WHAT WE’RE LOOKING FOR
A focused individual with passion, personality, individuality, integrity, creativity, drive for continuous improvement and delivering outstanding guest service Someone who has deep local expertise and fluency in the city’s culture, history, and hidden gems. An individual with emotional intelligence, multitasking, problem-solving, and the ability to “read” guests instantly (e.g., discerning whether to recommend a Michelin-starred restaurant or a family-friendly bistro).
WHAT WE NEED FROM YOU
- Diploma or higher education qualification/equivalent in Hospitality specialisation or related field.
- 2 years in luxury concierge or front-office roles, membership in Les Clefs d’Or (elite concierge network) or ambition to join. Certification in butler training (e.g., Guild of Professional Butlers) is a plus point. Must speak local language. Other languages preferred.
