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Head Concierge

4 months ago

East Grinstead, United Kingdom Ashdown Park Full time

**Job Ref**:ELI2522

**Branch**:Ashdown Park

**Location**:Ashdown Park, Forest Row

**Salary/Benefits**:Competitive salary plus Service Charge*

**Contract type**:Permanent

**Hours**:Full Time

**Shift pattern**:working flexibly 5 days out of 7

**Hours per week**:40

**Posted date**:12/04/2024

**Closing date**:26/05/2024

This role is key to ensure the highest standard of guest satisfaction, aiming to exceed expectations at all times while encouraging the team to work within the company's core values. You will be able to demonstrate excellent hands-on leadership and first class communication skills while maintaining an influential presence throughout the hotel, interacting with guests and colleagues.

**Key responsibilities**
- Overseeing a well organised shift to ensure guests receive the highest levels of service.
- Maintain and aim to enhance the service levels we offer our guests.
- To ensure the day’s arrivals are managed in line with our service standards and that any additional guest requests are communicated and manage by the correct department.
- To build a good rapport with all guests and always try and resolve any concerns raised in a timely manner.
- To ensure the Concierge and Guest Relations team are aware of and have sufficient knowledge of the local area, attractions and places to visit.
- To be responsible for training the Concierge and Guest Relations team so they are able to provide the highest levels of service at all times.
- To oversee the smooth running of the car parking areas, organise valet parking and reserving parking spaces when required.
- In the absence of the Reception Manager, assist in the daily management of the reception desk services

**Key Skills**
- Polite and personable with excellent customer service skills
- Experience of leading a team
- Skilled in handling feedback effectively in the moment, serving as a main point of contact for guest queries
- Values and supports the team, building strong working relationships with residents, guests and colleagues
- Well-presented and impeccably groomed with a great eye for detail
- Good command of the English language, both written and verbal
- Ability to remain calm under pressure
- A positive personality and service with a smile
- Computer literate
- At Elite Hotels we have a single minded unwavering goal to make every visit to our hotels a positive experience that customers feel compelled to talk about._

**_ Due to our rural location you will need your own transport_**

**About Ashdown Park Hotel Country Club**:
Ashdown Park Hotel and Country Club is a stunning grade two listed country house set in 186 acres of beautiful grounds on the edge of the Ashdown Forest. With an award winning 4 red star Hotel, fine dining two rosette Anderida Restaurant, 3 lounges, 16 conference banqueting rooms, Cocktail Bar, Brasserie, fully equipped Country Club and Spa, we offer our guests a complete experience.

**Why work at Ashdown Park Hotel Country Club**:
As an accredited Investor in People, we are dedicated to the development of our staff. Many of the team started out in junior roles, but have been offered training and promotional opportunities as their skills have grown. We are very fortunate to have a large percentage of long-term team members able to offer their experience and expertise to the next generation of hospitality professionals - this could be you

**Benefits**

To support and reward our staff we offer:

- A commitment to pay above the living wage
- Generous share of the monthly Service Charge (*which is dependant upon overall sales performance)
- Career development with accredited training providers
- Enhanced holiday programme reward scheme for long service
- Employee Assistance Programme - Hospitality Action
- Meals provided by our talented kitchen team
- We have plenty of free parking
- Generous 'Refer a Friend' bounty incentive
- We also have amazing recognition awards for exceptional customer service
- Reduced price stays in all of our hotels where you are treated like a guest no matter who you are (after successful completion of probation period)
- Discounts available for spa treatments and for food and beverage (after successful completion of probation period)
- Uniform provided
- Smart Pension Scheme which is linked to Smart Rewards which gives employees free, unlimited access to over 1200 discounts
- Access to Wagestream which helps you keep track of your earnings in real-time; gives you access to the wages you have earned; helps you to save wages; gives you access to a financial health score checker.

**About Ashdown Park Hotel Country Club**:
Ashdown Park Hotel and Country Club is a stunning grade two listed country house set in 186 acres of beautiful grounds on the edge of the Ashdown Forest. With an award winning 4 red star Hotel, fine dining two rosette Anderida Restaurant, 3 lounges, 17 conference banqueting rooms, Cocktail Bar, Brasserie, fully equipped Country Club and Spa, we offer our guests a com