Assistant Head Concierge: Luxury Guest Experience Lead

PPHE Hotel Group; Greater London; On-site; GBP 17,000 - 24,000; Full time

Benefits offered by this job

Wellness days

Holiday entitlement (30 days)

Discounted hotel rates in Europe

50% F&B discount

Two free meals per day

Wagestream access

Refer a Friend £750

BenefitHub discounts

Gym discounts

Ride to Work scheme

Employee Assistance Programme

Rotas 2 weeks in advance

Uniforms & dry cleaning

Staff parties & events

Job summary

art'otel Hoxton in London is seeking an Assistant Head Concierge to be the first and last point of contact for guests. You will support the Head Concierge, lead the concierge team, and drive personalised service and local recommendations to elevate every guest experience.

With a focus on delivering exceptional hospitality, you will coordinate with local partners, manage day-to-day operations, and ensure SOPs and service flows are in place.

Qualifications

• The role requires a passion for great service and a proactive, can-do approach.
• Strong coordination with Head Concierge and management of the concierge team.
• Knowledge of local venues and VIP guest assistance is preferred.

Responsibilities

• Support the Head Concierge and represent the department in their absence.
• Build partnerships with local restaurants, attractions, and businesses to enrich guest experience.
• Provide tailored recommendations and arrange transport, tickets, and personal shopping.
• Maintain up-to-date local guides to assist the team in delivering informed guest recommendations.
• Oversee daily concierge operations, arrivals/departures, VIPs, and special requests.
• Deliver a warm welcome and anticipatory, personalized service throughout the guest stay.
• Design and implement SOPs and service flows for the concierge department.
• Manage the concierge & porters' team payroll, training, recruitment, performance, and discipline.

Job description

art'otel Hoxton in London is seeking an Assistant Head Concierge to be the first and last point of contact for guests. You will support the Head Concierge, lead the concierge team, and drive personalised service and local recommendations to elevate every guest experience.

With a focus on delivering exceptional hospitality, you will coordinate with local partners, manage day-to-day operations, and ensure SOPs and service flows are in place.