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Head Concierge

3 months ago

West London London, London, United Kingdom Montcalm Marble Arch Full time

Job advert

Head Concierge - Montcalm Marble Arch - opening Winter 2024

About Montcalm Collection

United by timeless style and peerless service, Montcalm Collection is Londons compendium of luxury hotels. Housed in elegant Georgian townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped skyscraper, each hotel reveals a different chapter in the citys story.

The hotels in the collection include a historic brewery, reimagined as a vibrant modern hotel: Montcalm Brewery. A storied city-slicker, housed in the former headquarters of the Royal Mail: Montcalm Royal London House. A property with a bold new perspective at Montcalm East, part of Marriotts Autograph Collection. And a duo of mindful hotels which set a slower pace: Inhabit, Southwick Street and Inhabit, Queens Gardens, both part of Design Hotels.

Our flagship hotel is on the brink of a bold new era. Its Grade II-listed building on the cusp of Park Lane has been sensitively refreshed by architects Holland Harvey. Interiors are being rejuvenated by Studio Mica and Studio Est. We have added a new signature restaurant helmed by a world-famous chef, alongside a dapper lounge and bar. Communal areas, bedrooms and suites have all been artfully redesigned; our spa and Grand Ballroom will re-emerge as modern icons.

Conscious, cultured, characterful, and considerate, Montcalm Marble Arch is a five-star hotel set on a historic crescent that sits proudly at the top of Park Lane, steps from Hyde Park and the West End, with a toe in Marylebone, bringing a fresh, holistic hospitality approach to London luxury. The respectful, sensitive full restoration includes a wellness space, community-welcoming public spaces and a restaurant helmed by an internationally acclaimed chef.

Overview

Montcalm Marble Arch is looking for a skilled and ambitiousHead Conciergeto join our team. You will play a pivotal role by providing personal and exceptional service to all guests in accordance with our brand standards.

Help to shape the Montcalm Collections next chapter and showcase your skills. Become a trusted ambassador for one of our hotels and take advantage of the opportunity to move between properties, achieving the service and product delivery standards for the department with a high degree of customer care and service.

Key Responsibilities:

Responsible for supporting all aspects of Concierge functions in accordance with hotel standards.

Maintains a concierge service and management philosophy that serves as a guide to respective staff.

Assists in developing and maintaining the acknowledgment and service of all guests visiting the location.

Supports management to ensure all departments are aware of all guests needs and information prior to arrival that will lead to a unique, memorable and personal stay.

Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.

Develops specific goals and plans to prioritize, organize, and accomplish work.

Supports concierge team to keep them focused on the critical components of operations to drive guest satisfaction and the desired financial results.

Understands the impact of departments operations on the overall property financial goals and objectives and manages to achieve or exceed goals.

Supports the establishment of an effective database to be used by all team members for restaurant and local attractions.

Establishes relationships with local attractions, restaurants and other businesses to enhance guests experiences.

Provides recommendations and arranges services for guests as requested (e.g., car rental, airline and train tickets, office services, beauty and barber services, baby sitting, repairs, shopping).

Maintains awareness of cultural differences needed to meet guest's specific needs and requirements.

Provides check-in and check-out services and handles reservations when needed.

Maintains knowledge of rooms and their locations, services and facilities of the hotel.

Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.

Responds to emergency situations using appropriate procedures.

Maintains awareness of daily operations and events at the hotel.

Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements.

Provides warm welcome, and anticipation of guest needs throughout their stay.

Encourages and building mutual trust, respect, and cooperation among team members.

Serving as a role model to demonstrate appropriate behaviours.

Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

Ensures 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 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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