Head Concierge

**Head Concierge**:
**Concierge - The Grand, York**:
**Contract**:Full Time**
**Salary**:30000****:
Located within York’s city walls and with views of York Minster, the hotel holds an enviable and proud position in the city and local community. Once the famed Headquarters of the North-eastern Railway Company, our magnificent building is bursting with original features and all the grandeur of its former life as the “Palace of Business” - making it a truly beautiful and inspiring place to work and grow.

As the Head Concierge at The Grand York, a prestigious 5-star hotel, you will play a vital role in ensuring our guests experience exceptional service and luxury from the moment they arrive. You will lead a dedicated concierge team to anticipate guest needs, provide tailored recommendations, and offer flawless execution of personalized services.

Key Responsibilities:
Guest Services:

- Greet guests upon arrival and departure, ensuring a warm and professional welcome.
- Assist with luggage handling, transportation, and guest inquiries.
- Provide detailed information on local attractions, events, dining options, and leisure activities in York and surrounding areas.
- Arrange personalized guest experiences, including restaurant reservations, sightseeing tours, and special requests.

Team Leadership:

- Manage and lead the concierge team, offering guidance and training to ensure high levels of service are consistently delivered.
- Create a work environment that promotes teamwork, accountability, and service excellence.
- Coordinate staff schedules, ensuring adequate coverage for peak and off-peak periods.

Coordination & Communication:

- Liaise with other departments (Front Office, Housekeeping, F&B) to ensure guest requests are met in a timely and efficient manner.
- Develop relationships with local businesses, ensuring exclusive partnerships for hotel guests.
- Resolve guest issues or complaints efficiently, ensuring a positive outcome and guest satisfaction.

Administrative Duties:

- Monitor and manage concierge budgets, ensuring effective cost control without compromising service quality.
- Maintain an accurate record of all guest requests, reservations, and special services.
- Oversee the proper maintenance of guest vehicles and manage the valet services.

Luxury Standards & Attention to Detail:

- Ensure all concierge services reflect the luxury standards of a 5-star property.
- Anticipate guest needs by remaining proactive, using personalized insights to create unique experiences.
- Uphold confidentiality and respect guests' privacy at all times.

Problem Resolution:

- Handle guest complaints and concerns with professionalism, ensuring timely resolution and guest satisfaction.
- Escalate issues to the Front of House or management when necessary.

**What We Offer**:
The Grand, York is proud to provide our team with a variety of benefits to enhance and drive engagement. We believe in consistent and tangible reward and recognition initiatives, and we put health and wellbeing firmly at the heart of our employer brand. Joining The Grand, York is not just a career, but a deeply rewarding journey with limitless opportunities to develop and grow.
- Fully funded and supported Apprenticeship programmes up to level 7
- Supervisory and Management development training programmes, Ignite and Inspire.
- Splendid Family discounts across our group - on accommodation, food and drink.
- Enjoy being creative with friends and family with a 50% discount on cookery classes in our Grand Cookery School
- We operate a monthly Grand Family shop, where you can buy bulk items to help with the cost of living.
- Discounted local NCP car parking and discount off local First bus travel.
- Experience our hotel as a guest with a complimentary guest experience for you and a guest within your 90-day probation period
- Monthly pay day treats and an annual ‘Thank You’ week - full of treats and activities.
- We celebrate our diverse workforce with awareness days and diversity lunches.
- Visit York discounts to visit local attractions and experience what our wonderful city has to offer.
- We love to recognise our Grand Family through Grand Star of The Month, Grand Celebrity of The Week, Probation Pass lunch and Long Service recognition dinner. Enjoy our annual Grand Family party, with many other social events throughout the year.
- Company Pension salary sacrifice scheme.
- Access to our Cycle to Work scheme through Green Commute Initiative to support health and wellbeing and our environment.
- Make a difference and join our Grand Goes Green Team, our Grand Plans Team to help organise our social events and raise funds for our nominated charities. There is also opportunity to represent your department in our Grand Family Forum.
- Fully funded and supported ESOL classes (English for Speakers of Other Languages)
- 12 Mental Health First Aiders onsite to provide signposting and initial support.
- Retail Trust Employee Assistance Programm