Concierge

Bespoke Hotels; Newcastle upon Tyne; On-site; GBP 21,000 - 27,000; Full time

Job summary

Bespoke Hotels in Newcastle upon Tyne is seeking a professional Concierge to deliver exceptional five-star service. You will welcome guests, assist with luggage, valet parking, and personalised recommendations, ensuring a seamless stay across the hotel.

The role involves staying present in lobby and outlets, coordinating with departments, handling guest requests, and supporting VIP arrivals while upholding Bespoke's luxury standards.

Responsibilities

• Greet guests warmly and anticipate needs with discretion.
• Assist guests with enquiries, bookings, transport, spa appointments, and bespoke experiences.
• Maintain a welcoming lobby and outlets, reflecting the hotel's luxury image.
• Handle guest complaints calmly and escalate appropriately while following through.
• Coordinate luggage handling, valet parking, and seamless service communication.
• Support event coordination and VIP arrivals by overseeing timing and transport where needed.
• Log guest preferences, requests, and maintain concierge resources (menus, maps, brochures, partner contacts).

Job description

Job Title: Concierge

Department: Front Office

Reporting to: Guest Relations Manager

Position Overview

As a Concierge in a five-star hotel, you are an ambassador of service excellence and local knowledge, offering a warm welcome and seamless assistance to every guest. From managing luggage and valet parking to providing tailored recommendations, you ensure that each guest's stay is effortless, memorable, and personalised. Your presence throughout the hotel supports all departments in maintaining a refined atmosphere and exceptional guest experience.

Key Responsibilities

Guest Engagement & Service

• Greet all guests with warmth, professionalism, and discretion, anticipating needs and personal preferences.
• Offer expert assistance with all guest enquiries, including directions, restaurant bookings, spa appointments, transport, and bespoke experiences.
• Be present and attentive in the hotel lobby and outlets, ensuring guests feel consistently supported, acknowledged, and cared for.
• Handle guest complaints or requests calmly and efficiently, escalating when appropriate and always following through.
• Provide a polished arrival and departure experience through coordinated luggage handling, valet parking, and seamless service communication.

Valet & Luggage Services

• Manage all valet parking operations, ensuring secure and careful handling of guest vehicles.
• Assist guests with luggage on arrival, during room moves, and upon departure.
• Maintain the concierge desk, lobby, and front drive in immaculate condition, representing the hotel's luxury image.
• Tag, store, and retrieve guest luggage with accuracy and care, following correct procedures.

Hotel-Wide Presence

• Maintain a visible and supportive presence across all hotel outlets- restaurants, bar, spa, events-offering assistance and checking on guest satisfaction.
• Act as a liaison between departments to enhance communication and service flow, particularly during high guest movement periods.
• Support event coordination and VIP arrivals by overseeing timing, transport, or special touches.

Administrative & Coordination Tasks

• Maintain accurate records of bookings, guest requests, car parking logs, and deliveries.
• Manage guest messages, packages, and internal communication with discretion and efficiency.
• Maintain and update concierge resources such as menus, maps, brochures, and partner contact lists.
• Use hotel systems to log guest preferences, update reservations, and record service notes.
• Assist with preparing welcome notes, guest itineraries, amenity arrangements, and departmental handovers.

Health, Safety & Security

• Ensure valet and luggage handling is carried out with full consideration of health & safety and manual handling protocols.
• Follow all procedures related to guest vehicle security, key control, and liability.
• Monitor and report safety hazards or suspicious activity in and around the hotel entrance and lobby.
• Participate in fire safety, emergency response, and evacuation procedures as required.

General Responsibilities

• Attend all required training, team meetings, and performance reviews.
• Maintain a flawless appearance and professional conduct in line with five-star hospitality standards.
• Contribute to a positive, supportive culture that champions luxury service, teamwork, and integrity.
• Undertake any other duties as assigned by the Head Concierge or Front Office Manager in the interest of the hotel and guest satisfaction.