Lead Guest Services Manager

6 days ago

London, Greater London, United Kingdom Montcalm Collection Full time

Job Overview

Chief Concierge - Montcalm Collection

About Montcalm Collection

Montcalm Collection represents a distinguished selection of luxury accommodations in London, characterized by their elegant architecture and exceptional service. Each property within our portfolio tells a unique story, offering guests a glimpse into the rich history and vibrant culture of the city.

Our flagship establishment is undergoing a significant transformation, blending historical charm with modern luxury. The revitalization of our facilities includes a renowned dining experience led by a celebrated chef, along with stylish communal areas and well-appointed guest rooms.

Position Summary

We are seeking a talented and motivated Chief Concierge to enhance our guest experience. In this pivotal role, you will deliver personalized and outstanding service, ensuring that every guest feels valued and catered to in line with our brand ethos.

As a key player in our team, you will have the opportunity to shape the future of Montcalm Collection while showcasing your expertise. You will serve as a trusted representative of our hotel, facilitating seamless interactions across our properties and upholding the highest standards of service excellence.

Key Responsibilities:

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Oversee all aspects of concierge operations, ensuring adherence to hotel standards.

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Foster a concierge service philosophy that guides team members in delivering exceptional guest experiences.

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Assist in cultivating a welcoming atmosphere for all guests, ensuring their needs are met.

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Collaborate with management to communicate guest preferences and requirements to all departments prior to arrival.

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Manage daily operations, ensuring quality and consistency in service delivery.

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Establish specific objectives and plans to prioritize and organize tasks effectively.

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Guide the concierge team to focus on essential operational components that drive guest satisfaction and financial performance.

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Understand the impact of departmental operations on overall financial goals and strive to exceed expectations.

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Develop a comprehensive database for team members to access information on local attractions and dining options.

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Build relationships with local businesses to enhance the guest experience.

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Provide recommendations and arrange services for guests as requested, including transportation and leisure activities.

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Maintain cultural awareness to meet diverse guest needs.

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Facilitate check-in and check-out processes and manage reservations as necessary.

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Possess in-depth knowledge of the hotel’s facilities and services.

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Ensure VIP guests receive personalized attention and their requests are fulfilled.

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Respond effectively to emergency situations following established protocols.

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Stay informed about daily operations and events within the hotel.

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Maintain awareness of guest arrivals, departures, and special requests.

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Provide a warm welcome and anticipate guest needs throughout their stay.

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Encourage teamwork and foster a collaborative environment among staff.

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Serve as a role model by demonstrating exemplary behavior.

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Establish and maintain open communication with team members to ensure a cohesive working environment.

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Ensure the concierge team effectively manages guest requests while adhering to hotel policies and striving for total guest satisfaction.

Benefits

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Competitive salary package.

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A supportive and empowering team environment.

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Access to a benefits platform with various discounts.

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Wellbeing support, including workshops and advice.

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Generous holiday allowance, including bank holidays.

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Health benefits, including optical and dental coverage.

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Discounted gym membership options.

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Access to wellbeing resources and support sessions.

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Awards and recognition programs.

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Annual team events and celebrations.

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Ongoing training and development opportunities.

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Pension scheme for future security.

Eligibility

Applicants must be authorized to live and work in the UK. Visa sponsorship is not available for this position.

Equal Opportunity Employer

At Montcalm Collection, we value diversity and inclusion, recognizing the unique perspectives that each individual brings. We are committed to creating a workplace that is free from discrimination and fosters mutual respect.

If this opportunity aligns with your career aspirations, we encourage you to apply. We also invite you to explore other opportunities within our organization now or in the future.

Note: If you do not receive a response within a specified timeframe, please consider your application as not shortlisted for this role.

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