Guest Experience Concierge: Warm, Local Hospitality

LHM Luxury Hotel Management Ltd; Falmouth; On-site; GBP 22,000 - 26,000; Full time

Job summary

Hotel Meudon in Falmouth is seeking a Guest Experience Host to be the friendly, visible face of the hotel from 12pm–8pm, guiding guests from booking through to departure and beyond. You will welcome guests, provide concierge support, anticipate needs and resolve issues to ensure a seamless, personal experience.

The role goes beyond reception, owning the guest journey, creating memorable moments, and collaborating across departments to ensure no detail is missed.

Qualifications

• Previous hospitality, hotel or customer-facing experience.
• Excellent communication and interpersonal skills.
• Strong attention to detail and organisation.
• Ability to work independently and use initiative.
• Confidence handling guest concerns.
• A flexible, positive and team-focused attitude.

Responsibilities

• Support the pre-arrival guest journey through email, telephone and WhatsApp.
• Respond to guest questions and requests before arrival.
• Provide personalised recommendations and help guests plan their stay.
• Arrange restaurant bookings, taxis, experiences and special requests.
• Identify birthdays, anniversaries, celebrations and accessibility requirements.
• Ensure pre-arrival requests are communicated clearly to relevant departments.
• Look for opportunities to personalise the guest's arrival before they reach the hotel.
• Be a warm, visible and approachable presence throughout the hotel.
• Welcome arriving guests and help them settle into their stay.
• Check in with guests throughout their visit and anticipate their needs.
• Take ownership of the Meudon Concierge service, including WhatsApp, telephone and face-to-face requests.
• Provide personal recommendations for Falmouth and Cornwall.
• Assist with restaurant bookings, taxis, activities and local experiences.
• Handle guest concerns and complaints calmly, professionally and personally.
• Take ownership of issues and ensure they are followed through to resolution.

Skills

Hospitality experience

Communication

Attention to detail

Independence

Guest concerns handling

Team attitude

Local knowledge (Falmouth/Cornwall)

Job description

Hotel Meudon in Falmouth is seeking a Guest Experience Host to be the friendly, visible face of the hotel from 12pm–8pm, guiding guests from booking through to departure and beyond. You will welcome guests, provide concierge support, anticipate needs and resolve issues to ensure a seamless, personal experience.

The role goes beyond reception, owning the guest journey, creating memorable moments, and collaborating across departments to ensure no detail is missed.