Concierge Coordinator, The Savoy

3 weeks ago

London, United Kingdom FAIRMONT Full time

Company Description

The Savoy, a Fairmont Managed Hotel, is one of the world's most iconic hotels. A renowned leaders in the hospitality industry, The Savoy has a reputation for outstanding service and excellence. Originally built in 1889, the hotel has a rich history and has played host to royalty, world leaders and legends of the stage and screen. Today, colleagues pride themselves on being innovative and inspirational, delivering the very best in five star luxury. Passionate about developing and promoting talent, The Savoy offers unwavering support and recognition to colleagues, as well as having a very competitive benefits plan.

**Job Description**:
**Job Title: Concierge Coordinator**

**Department: Concierge**

**Inspired and supported by: Assistant Head Concierge**

**Salary: £28,000**

**Your purpose will be**:
The purpose of the Concierge Coordinator role at The Savoy Hotel is to provide exceptional customer service to guests, ensuring that their needs and expectations are met or exceeded. The Concierge Coordinator is responsible for coordinating the work of the Guest Relations Agents and Doorman, ensuring the smooth arrival and departure of guests, handling luggage and valet parked cars, and following up on guest requests. The role involves providing guests with information on the hotel's services, facilities, and activities, as well as local attractions, restaurants, and transportation options. The Concierge Coordinator is also responsible for maintaining effective systems for the safekeeping, pick-up, and delivering guest mail, parcels, stored, gifts, and more. The ultimate goal of the Concierge Coordinator is to exceed guests' expectations and create a memorable experience for them during their stay at The Savoy Hotel.

**You will be accountable for**:

- Conduct oneself in a professional manner at all times, adhering to established standards of conduct, house rules, fire regulations, and department procedures and policies.
- Be fully familiar with hotel fire and emergency procedures.
- Ensure communication and follow-up on any problems, guest requests, special requirements, etc.
- Keep informed of information, policies and procedures relative to the Guest Services area and the hotel in general.
- Keep informed of all hotel services, facilities and activities, including hours of operation and pricing.
- Perform all reasonable services a guest may require and anticipate guest requests and requirements to satisfy them efficiently and effectively.
- Exceed guests' expectations by being creative and resourceful.
- Develop and maintain a network with other Concierges in other 5-star luxury properties and key destinations relative to guests' needs.
- Supervise the Guest Services Agents and Doorman to ensure guests’ smooth arrival and departure, proper handling of luggage and valet parked cars, and follow-up on guest requests.
- Maintain an effective system of safekeeping, picking up and delivering guest mail, parcels, stored luggage, gifts, messages, faxes, etc.
- Work closely with the Front Office staff in the handling of groups, VIPs, return guests, etc. Establish rapport with frequent visitors; keep Reservations and Front Office staff well-informed about guests' preferences.
- Learn, know and be able to provide guests with information on city maps and directories, restaurants and pubs, shops, in-house services and daily functions, cultural activities, religious activities, sporting events, entertainment activities, special attractions, doctors, medical centres, transportation options (local taxis, chauffeur cars, helicopters, rental cars, etc.), and airport/airline schedules.
- Seek out new restaurants, shops, places of interest and particular service providers in order to provide options to guests in meeting their needs.
- Liaise with VIP and return guests and ensure complete satisfaction during their stay.
- Coordinate with the Guest Services team to maintain the Concierge Desk and storage areas in an orderly manner; direct Guest Services Agents and Doormen in the maintenance of the front entrance area and lobby.
- Keep the Concierge Manager and Front Desk Manager fully informed of all activities of the Concierge operation as well as any guest and hotel issues.
- Interact with guests and effectively deal with basic glitches, and inform the Duty Manager.
- Use the hotel computer system and phone system effectively and efficiently.
- Provide a complete and detailed handover for the oncoming shift.
- Be willing and able to cross-train and assist in other departments as required.

**Qualifications**:
**What you will need to do in this role?**

Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.
- Ensure familiarity with and adherence to the hotel's rules and regulations and policies and procedures relating to Fire, Hygiene, Health and Safety.
- Undertake other dut

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