Concierge

Guest Experience; Greater London; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

28 days holiday

Pension scheme

Refer a friend £500

Dental and health cover

Melia discounts

Online learning platform

Awards and recognition

Career progression

Perks at Work

Meals on duty

Payday parties

Laundry

Job summary

Meliá White House, located near Regent’s Park in London, seeks a Concierge to manage VIP guest experiences and assist guests in superior rooms. You will deliver personalised city experiences, coordinate butler services, and drive guest satisfaction through informed recommendations and seamless service.

The role emphasizes guest-centric service, attention to detail, and strong knowledge of London, with opportunities for career growth within a global hospitality brand.

Qualifications

• Team player with a collaborative approach.
• Strong knowledge of London neighbourhoods and attractions.
• Excellent attention to detail in guest interactions and service delivery.
• Fluent communication is advantageous across multiple languages.
• Customer service mindset with a proactive, guest-first attitude.

Responsibilities

• Greet and assist VIP guests with personalised service during their stay.
• Respond to guest requests with information and tailor-made experiences.
• Upsell services and experiences to optimise hotel revenue.
• Coordinate butler services and ensure service excellence.
• Handle guest incidents following established protocols.
• Utilise guest experience tools and act on Voice of the Customer feedback.
• Support digital guest experiences in line with global strategy.
• Verify product guidelines to optimise resource use.

Skills

Team player

Knowledge of London

Attention to detail

Multilingual communication

Customer service orientation

Job description

About MeliáWhite House Hotel NW1 3UP

“The world is yours with Meliá”

Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and you can work in many countries. And all with the feeling that you are part of a big family.

Meliá White House is a modern and elegantly newly refurbished hotel exceptionally located next to Regent’s Park, within a short walk from the world-renowned shopping streets of Oxford Circus &Regents Street. Warren Street, Great Portland Street and Regent’s Park underground stations are all within a 5-minute walk.

Job Mission

The Concierge is in charge of managing the entire VIP guest experience and that of guests staying in the superior attribute rooms in the hotel, always offering them unique and personalised experiences in the destination and committing to achieving excellence in the satisfaction of these guests.

Responsibilities will include, but are not limited to:

• Manage the arrival of guests, ensuring that they have all the information about the hotel services and facilities during their stay.
• Efficiently manage all guests’ requests, in terms of information, requests and/or special services, applying upselling and cross-selling techniques to optimize the hotel’s extra revenues and committing to achieve their complete satisfaction.
• As a destination ambassador, they are responsible for being a city insider and bringing the local culture closer to the guest, offering them destination experiences according to their tastes and preferences.
• Coordinate butler services, committing to service excellence.
• Manage customer incidents, following the established protocols.
• Comply with the attributes, standards and manuals applicable to their department.
• Efficiently use the different customer experience management tools. Be aware of the Voice of the Customer results, complying with the defined improvement plans.
• Support with the digital experience of guests during their stay, as per the global strategy.
• Verify material orders following the set product guidelines, for better optimisation of economic resources.

What We’re Looking For:

• A team player
• Strong knowledge of London
• Strong attention to detail
• Fluent communication - multiple languages would be beneficial
• High attention to detail

Because belonging to the great Meliá family is being VIP

Benefits

• Holidays: 28 days’ holiday including 8 public holidays
• Contributory pension scheme
• Refer a friend bonus: £500 (subject to successfully completed 6 months’ probation)
• Discounted dental and health cover with HSF
• Great discounts with Melia Hotels Worldwide: (Friends & families discounts)
• Personal Development: programs designed to support your career right from the start, with unlimited access to online learning platform
• Awards and Recognition Programs: Join a culture of recognition and reward, with loyalty bonuses and referral incentives
• Career growth: fantastic opportunity to progress and access to a network of over 350 hotels across the world (subject to local right to work rules)
• High street discounts: with Perks at Work
• Meals on duty, Payday Parties and Laundry

At Meliá we are all VIP

Great professionals who make everyday life easier and exceptional. From the junior to the most senior, all of them have unique and important qualities that make working at Meliá an opportunity for constant growth and a passport to create your future wherever you want.

Our warmth, proximity and passion for what we do make working at Meliá an unforgettable experience, full of emotional moments and always with the feeling that you belong to a big family where we have people like you, VIP people.

We are an equal opportunity employer and value diversity.We do not discriminate on the basis of disability, race, religion, age, or any other basis protected under federal, state, or local laws. We believe that diversity and inclusion among our teammates are critical to our success as a global company.

In addition, we are committed to the sustainable growth of our sector through a great socially responsible human team. In this sense, our motto is "Towards a sustainable future, from a responsible present" Thanks to all the collaborators we make it possible.

If you want to be “Very Inspiring People” follow us on:

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