Head Concierge

7 hours ago

London, Greater London, United Kingdom Montcalm Collection Full time

About Montcalm Marble Arch

Montcalm Marble Arch is a five-star hotel located on a historic crescent at the top of Park Lane, steps from Hyde Park and the West End. As a member of the Montcalm Collection, we offer a unique and holistic hospitality approach to London luxury.

Job Summary

We are seeking a skilled and ambitious Head Concierge to join our team. The successful candidate will provide personal and exceptional service to all guests, ensuring a memorable and enjoyable stay.

Key Responsibilities:

  • Support all aspects of Concierge functions in accordance with hotel standards.
  • Maintain a concierge service and management philosophy that serves as a guide to respective staff.
  • Assist in developing and maintaining the acknowledgment and service of all guests visiting the location.
  • Support management to ensure all departments are aware of all guests' needs and information prior to arrival.
  • Coordinate day-to-day operations, ensuring the quality, standards, and meeting the expectations of the customers daily.
  • Develop specific goals and plans to prioritize, organize, and accomplish work.
  • Support concierge team to keep them focused on the critical components of operations to drive guest satisfaction and the desired financial results.
  • Understand the impact of department's operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
  • Support the establishment of an effective database to be used by all team members for restaurant and local attractions.
  • Establish relationships with local attractions, restaurants, and other businesses to enhance guests' experiences.
  • Provide recommendations and arrange services for guests as requested.
  • Maintain awareness of cultural differences needed to meet guests' specific needs and requirements.
  • Provide check-in and check-out services and handle reservations when needed.
  • Maintain knowledge of rooms and their locations, services, and facilities of the hotel.
  • Ensure repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.
  • Respond to emergency situations using appropriate procedures.
  • Maintain awareness of daily operations and events at the hotel.
  • Maintain knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements.
  • Provide a warm welcome and anticipation of guest needs throughout their stay.
  • Encourage and build mutual trust, respect, and cooperation among team members.
  • Serve as a role model to demonstrate appropriate behaviors.
  • Establish and maintain open, collaborative relationships with employees and ensures employees do the same within the team.
  • Ensure concierge team effectively handles guest requests and adheres to all hotel policies, procedures, and standards while striving towards total guest satisfaction.

Benefits

  • Competitive salary
  • A supportive, empowering team environment
  • Benefits platform with various discounts
  • Wellbeing support, workshops, and advice
  • 28 holidays including eight bank holidays, with more holidays after two-year service
  • Cash-back health benefits, including optical, dental, chiropractor, and physio services
  • Discounted gym membership
  • Access to wellbeing platform and sessions, including EAP
  • Awards and Recognition Programme
  • Annual parties
  • Regular and ongoing training and development, including leadership workshops
  • Pension scheme

Eligibility

Candidates must be authorized to live and work in the UK. Currently, visa sponsorship is not available for this role.

Equal Opportunity Employer

At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice.

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