Assistant Chief Concierge

FAIRMONT; Burnham-on-Sea; On-site; GBP 30,000 - 45,000; Full time

Job summary

A luxury hospitality brand is seeking an Assistant Chief Concierge to support operations at their resort. The role involves delivering exceptional guest service, anticipating preferences, and managing daily concierge operations. Ideal candidates have 2-3 years in a luxury environment and a strong understanding of Forbes standards. This is a key position to ensure a personalized guest experience and maintain high service levels across all departments, fostering a culture of warmth and professionalism.

Qualifications

• Minimum 2-3 years of experience in a Front of House leadership role within a 5-star luxury resort.
• Strong exposure to Forbes service standards and luxury guest experience delivery.
• Proven ability to lead teams and handle sensitive situations with discretion.

Responsibilities

• Deliver exceptional, personalized guest service in line with Forbes standards.
• Anticipate guest preferences and ensure tailored experiences.
• Oversee daily Concierge operations and staff management.

Skills

Guest service mindset

Leadership

Emotional intelligence

Attention to detail

Communication skills

Education

High school diploma

Hospitality qualification

Job description

The FAENA Movement is a journey of art, culture, and community. Rooted in the soulful traditions of the South and elevated by imaginative design, our culture celebrates authentic hospitality and transformative experiences. We create spaces where dreams are brought to life—through bold ideas, meaningful collaboration, and a deep sense of purpose.

As we continue our expansion into the Kingdom of Saudi Arabia, Faena The Red Sea will mark a new chapter—visionary in spirit, exceptional in execution. We’re building more than a hotel; we’re shaping a world of beauty, wonder, and connection. If you’re driven by creativity, excellence, and a desire to be part of something extraordinary, we invite you to help bring this vision to life.

We are hiring for an Assistant Chief Concierge to support the leadership and daily operations of the Concierge department at Faena The Red Sea. This role is instrumental in delivering an intuitive, personalized, and Forbes-level guest journey, acting as a key liaison between guests and the resort. The Assistant Chief Concierge oversees concierge operations including driveway, bell, valet, transportation, and airport services, ensuring that every guest interaction is executed with discretion, elegance, and excellence.

Key Responsibilities

• Deliver exceptional, personalized guest service in line with Faena and Forbes standards at all times.
• Oversee and support the full guest journey, from pre-arrival through departure and post-stay follow-up.
• Anticipate guest preferences and special requirements, ensuring tailored experiences for all honored guests.
• Personally welcome, escort, and assist guests, ensuring privacy, discretion, and professionalism.
• Manage guest requests, special arrangements, and service recovery with ownership and care.
• Support VIP and special attention guests, including coordination of amenities, dining, transportation, and in-room services.
• Oversee daily Concierge operations, including bell services, valet, driveway, buggy operations, drivers, and airport teams.
• Champion Forbes standards, ensuring readiness, training compliance, and audit focus at all times.
• Ensure appropriate staffing coverage, supervision, grooming standards, and lobby presentation.
• Coordinate arrival and departure planning, transportation services, and airport operations.
• Monitor inventory levels and prepare requisitions required for smooth Concierge operations.
• Maintain accurate guest history records, logs, and reports, ensuring insights are communicated to leadership.
• Prepare daily and monthly activity and revenue reports, ensuring accurate billing and third-party compliance.
• Act as a management representative when handling complex guest issues or team escalations.
• Liaise closely with Front Office, Butler, Housekeeping, and other departments to ensure seamless service delivery.
• Maintain strong relationships with approved third-party service providers and external partners.
• Support training, coaching, performance feedback, and development of Concierge, Bell, Valet, and Transportation teams.
• Maintain guest profiles and preferences across all systems and platforms.
• Provide Duty Manager or Front Desk coverage when required.
• Ensure compliance with company policies, health, safety, and hygiene standards.
• Participate in departmental meetings, audits, and resort-wide initiatives.
• Lead by example, fostering a culture of warmth, professionalism, and service excellence.

Qualifications

• Minimum 2–3 years of experience in a Front of House leadership role within a 5-star luxury resort (Concierge, Front Office, Guest Experience, or Butler services).
• Strong exposure to Forbes service standards and luxury guest experience delivery.
• Excellent communication skills with a polished, professional presence.
• Proven ability to lead teams, make decisions, and handle sensitive situations with discretion.
• Strong customer service mindset with high emotional intelligence and attention to detail.
• High school diploma required; hospitality qualification preferred.
• Energetic, engaging, and authentic leadership style aligned with Faena culture.