Concierge

Montcalm Collection; Greater London; On-site; GBP 26,000 - 34,000; Full time

Job summary

Montcalm Collection is seeking a professional Concierge to elevate the guest experience with personalised, luxury service across our London properties. You will provide expert recommendations on attractions, dining, and experiences, and coordinate requests from transport to theatre tickets.

Responsibilities include securing reservations, guiding guests, and collaborating with Front Office to ensure seamless journeys while upholding discretion and brand standards.

Qualifications

• Experience as a Concierge or Guest Relations in a luxury hotel.
• Excellent written and spoken English; additional languages are a plus.
• Strong knowledge of London dining, entertainment, and cultural scene.
• Ability to anticipate guest needs and provide personalised service.

Responsibilities

• Welcome guests with personalised, luxury service.
• Provide expert advice on attractions, dining, shopping, and cultural experiences.
• Secure reservations, tickets, and arrangements tailored to guest preferences.
• Coordinate transport services, including taxis, private cars, and airport transfers.
• Assist with luggage, deliveries, and guest parcels when required.
• Be knowledgeable on in-house facilities and promote them pro-actively.

Skills

Friendly demeanour

Work under pressure

Concierge experience

London knowledge

Opera PMS

Communication skills

English fluency

Additional languages

Professionalism & discretion

Tools

Opera PMS

Job description

At
Montcalm Collection, we believe that timeless style and genuine hospitality are
more than just values, they’re a way of life. Our people are the heart of our
hotels: passionate individuals working together as a team, united by an
unwavering commitment to providing first-class personal service.

Our collection spans some of London’s most storied
buildings, from elegant Georgian townhouses and an 18th-century brewery to a
historic head office and a contemporary architectural landmark. Each hotel has
its own unique story and within everyone, our team creates unforgettable
experiences for our guests.

While our walls speak of history, it’s our people,
their ambition and their creativity that shapes our future.

Join us and become part of a culture that celebrates
individuality, nurtures potential and upholds the very highest standards of the
art of hospitality.

SCOPE & GENERAL PURPOSE

The Concierge plays a central role in elevating the
guest experience by providing expert recommendations, personalized assistance,
and seamless coordination of services both inside and outside the hotel. From
arranging transport and theatre tickets to securing restaurant reservations and
curating bespoke London experiences, the Concierge ensures that every guest
enjoys a memorable and effortless stay.

LEADERSHIP COMPETENCIES

• Anticipates
  guest needs, delivering tailored solutions with discretion.
• Creates
  memorable moments by offering thoughtful, personalised service.
• Handles enquiries and requests promptly and
  professionally.

2. Local Knowledge & Expertise

• Maintains
  up-to-date knowledge of London’s attractions, dining, shopping, and cultural
  events.
• Builds
  relationships with trusted partners, suppliers, and venues.
• Provides
  insider recommendations to enhance
  guest experiences.
• Coordinates
  transport, reservations, and special arrangements.
• Works
  closely with Front Office and other departments to ensure smooth guest
  journeys.
• Manages
  luggage assistance, deliveries, and guest requests efficiently.
• Acts
  as the link between guests, hotel departments, and external partners.
• Maintains
  clear and accurate records of guest requests and arrangements.
• Represents
  the hotel with confidence and
  professionalism.

5. Problem Solving & Flexibility

• Responds
  calmly to unexpected challenges or last-minute guest requests.
• Thinks
  creatively to provide solutions in line with luxury hospitality standards.
• Remains
  adaptable to evolving guest expectations.

KEY RESPONSIBILIES

• Welcome and assist guests with personalised,
  luxury service.
• Provide expert advice on attractions, dining,
  shopping, and cultural experiences.
• Secure reservations, tickets, and arrangements
  tailored to guest preferences.
• Coordinate transport services, including taxis,
  private cars, and airport transfers.
• Assist with luggage, deliveries, and guest
  parcels when required.
• Be knowledgeable on in-house facilities and
  services and promote them in a pro-active manner.
• Maintain strong relationships with local
  partners and suppliers.
• Anticipate and resolve guest concerns with
  professionalism and discretion.
• Collaborate with Front Office and Guest
  Experience teams to ensure seamless service.
• Uphold the highest standards of
  confidentiality, guest care, and brand representation.
• Ensure that the Lobby and Public Areas are
  always kept clean and tidy.
• Answer and manager incoming calls and emails,
  ensuring all communication is handled professionally and efficiently.
• Maintain guest interaction to gather feedback
  and enhance their experience.
• Assist Luggage Porters and Guest Service
  Executives with their duties as required.
• Assist management with any tasks to ensure
  seemliness of the service or operations.
• Respond to emergency situations calmly and
  efficiently, following hotel protocols.

SKILLS & QUALIFICATIONS

• Friendly and approachable attitude with a
  genuine passion for hospitality.
• Ability to work under pressure and handle
  challenging situations with grace.
• Prior experience as a Concierge or Guest
  Relations role in a luxury hotel.
• Strong knowledge of London’s dining,
  entertainment, and cultural scene.
• Proficiency in Opera PMS or equivalent hotel
  systems.
• Excellent communication skills, both written
  and spoken.
• Fluency in English essential; additional
  languages an advantage.
• High level of professionalism, discretion and
  integrity.

WORKING CONDITIONS

• Full-time position with flexibility for
  weekends and evenings.
• Direct guest-facing role in hotel lobby and
  public spaces.
• Extended periods of standing, walking.
• Must be able to lift up to 30kg (guest luggage
  assistance).