Concierge

1 month ago

London, Greater London, United Kingdom Montcalm Collection Full time

About Montcalm Collection

We are a luxury hotel chain that prides itself on delivering exceptional service to our guests. Our hotels are located in prime locations, offering a unique blend of style and sophistication.

Job Summary

We are seeking a skilled and experienced Concierge to join our team. As a Concierge, you will be responsible for providing personalized service to our guests, ensuring that their stay with us is nothing short of exceptional.

Key Responsibilities

  • Welcome and assist guests with all inquiries and requests, ensuring that each interaction exceeds expectations.
  • Assist guests with luggage, valet parking, and provide a brief orientation of hotel facilities.
  • Be knowledgeable of in-house facilities and services and promote them in a proactive manner.
  • Provide guests with detailed information on local attractions, dining, shopping, entertainment, and cultural experiences.
  • Arrange and confirm reservations for dining, transportation, spa services, tours, and other guest activities.
  • Coordinate with transportation services to ensure seamless travel experiences, including airport transfers, car rentals, and private chauffeur services.
  • Address and resolve guest concerns and complaints promptly, ensuring that all issues are handled with the highest level of discretion and professionalism.
  • Maintain clear and open communication with guests, team members, and external vendors.
  • Maintain an up-to-date knowledge of the surrounding area, including new and upcoming attractions, restaurants, and events.
  • Establish relationships with local businesses to provide exclusive offers and experiences to guests.
  • Assist guests with planning their daily itineraries, taking into account their interests, preferences, and any special occasions.
  • Uphold the highest standards of luxury service, ensuring that all guest interactions reflect the property's commitment to excellence.
  • Ensure that the Lobby and Public Areas are always kept clean and tidy.
  • Answer and manage incoming calls and emails, ensuring all communication is handled professionally and efficiently.
  • Conduct regular guest interactions to gather feedback and enhance their stay experience.
  • Maintain clear and effective communication with other hotel departments (housekeeping, front office, room service) to ensure guest needs are met.
  • Assist Luggage Porters and Receptionist with their duties as required, so no guest is waiting for the service.
  • Assist the Management in any tasks introduced to enhance the guest journey or positively impact the business.
  • Respond to emergency situations calmly and efficiently, following hotel protocols.

Requirements

  • High school diploma or equivalent required, a degree in hospitality or a related field is preferred.
  • Minimum of 1 year of experience in a similar role is desired.
  • Proficient in hotel management systems (e.g., Opera, PMS, POS).
  • High attention to detail and commitment to a luxury quality service.
  • A friendly and approachable attitude with a genuine passion for hospitality.
  • Impeccable grooming and presentation standards.
  • Ability to work under pressure and handle challenging situations with grace.
  • Flexibility to adapt to changing guest needs and preferences.
  • Problem-solving skills with a focus on guest satisfaction.
  • Strong organisational skills and multitasking abilities.
  • Exceptional customer service skills with a passion for delivering a luxury guest experience.
  • Excellent communication, problem-solving, and organisational skills.
  • High level of professionalism, discretion, and integrity.
  • Fluency in multiple languages is a plus.

Working Conditions

  • Hours, including weekends and bank holidays.
  • Physical demands such as being on the feet for long periods of time and manual handling.

Benefits

  • Competitive salary.
  • A supportive, empowering team environment.
  • Benefits platform with various discounts.
  • 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.

Eligibility

Candidates must be authorised 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.

Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.

Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role.

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