Head Concierge

Hyatt Corporation; City of Westminster; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

50% discount on food and beverages

Continuous learning and development

Job summary

Great Scotland Yard Hotel in London (Hyatt's The Unbound Collection) seeks an experienced Concierge leader to elevate guest experiences from arrival to departure. A strong network with premium partners and a proactive service mindset are essential.

Ideal candidates have luxury hospitality experience, excellent leadership, and a passion for delivering world-class service in a dynamic city environment.

Qualifications

• Member of Les Clefs d'Or (Golden Keys) or equivalent luxury hospitality credentials.

Responsibilities

• Lead the Concierge and Door Host teams, ensuring exceptional service and a seamless guest experience at every stage of the journey.
• Deliver highly personalised recommendations and arrange bespoke experiences, transportation, dining reservations and exclusive city experiences for guests.
• Maintain comprehensive knowledge of hotel services, facilities, events and local attractions to proactively promote revenue opportunities and enhance the guest experience.
• Develop and maintain strong relationships with luxury service providers, restaurants, cultural venues and local partners to secure exclusive experiences for guests.
• Oversee VIP arrivals, departures and special requests, anticipating guest needs and creating memorable moments that exceed expectations.
• Work closely with Front Office and other hotel departments to ensure a smooth and coordinated guest journey from arrival through to departure.
• Manage daily concierge operations, including guest deliveries, transportation arrangements, local partnerships and service requests.
• Handle guest concerns professionally and efficiently, resolving issues with confidence and maintaining the highest standards of hospitality.
• Coach, develop and inspire the team through training, performance support and regular feedback.
• Monitor guest feedback and service trends, identifying opportunities to continuously enhance the guest experience.
• Support Front Office operational requirements during peak periods, ensuring effective communication, guest engagement and service recovery where required.

Skills

Concierge leadership

Luxury hotel experience

Job description

• Lead the Concierge and Door Host teams, ensuring exceptional service and a seamless guest experience at every stage of the journey.
• Deliver highly personalised recommendations and arrange bespoke experiences, transportation, dining reservations and exclusive city experiences for guests.
• Maintain comprehensive knowledge of hotel services, facilities, events and local attractions to proactively promote revenue opportunities and enhance the guest experience.
• Develop and maintain strong relationships with luxury service providers, restaurants, cultural venues and local partners to secure exclusive experiences for guests.
• Oversee VIP arrivals, departures and special requests, anticipating guest needs and creating memorable moments that exceed expectations.
• Work closely with Front Office and other hotel departments to ensure a smooth and coordinated guest journey from arrival through to departure.
• Manage daily concierge operations, including guest deliveries, transportation arrangements, local partnerships and service requests.
• Handle guest concerns professionally and efficiently, resolving issues with confidence and maintaining the highest standards of hospitality.
• Coach, develop and inspire the team through training, performance support and regular feedback.
• Monitor guest feedback and service trends, identifying opportunities to continuously enhance the guest experience.
• Support Front Office operational requirements during peak periods, ensuring effective communication, guest engagement and service recovery where required.

You are an established concierge professional and ideally a member of Les Clefs d'Or (Golden Keys), demonstrating extensive destination knowledge, an exceptional network of contacts and a commitment to delivering world-class service. You will have previous experience in a Concierge leadership role within a luxury hotel environment, together with a strong understanding of the London hospitality and leisure market. You are passionate about creating exceptional guest experiences, thrive in a fast-paced setting and possess excellent communication, organisational and leadership skills. A proactive approach, attention to detail and the ability to build strong relationships with guests, colleagues and local partners are essential.

Great Scotland Yard Hotel, part of The Unbound Collection by Hyatt, is a luxury hotel steeped in history, located just moments from Covent Garden and around the corner from Trafalgar Square in the heart of Westminster. The hotel features 151 guestrooms and suites and blends historic character with contemporary design. Dining and bar experiences include Ekstedt at The Yard, a Scandinavian inspired restaurant celebrating open fire cooking, creative cocktails at the 40 Elephants Bar, an extensive whisky selection at Sibin, and Afternoon Tea in The Parlour. Colleagues work in a distinctive and characterful environment delivering thoughtful and memorable service to guests exploring the culture, history and landmarks of central London.

• 50% discount on food and beverages when you dine as a guest at selected Hyatt Hotels
• Continuous learning and development opportunities to provide you with a clear career path as well as job promotion opportunities across Hyatt Hotels worldwide

At Hyatt, our purpose is to care for people so they can be their best. Guided by our values of Empathy, Integrity, Respect, Inclusion, Experimentation and Wellbeing, we create an environment where colleagues feel supported and empowered to grow. With more than 1,450 hotels and all-inclusive resorts across over 80 countries, Hyatt offers opportunities to build your career within a global hospitality company featured in Fortune's 100 Best Companies to Work For. At Hyatt, we open doors and turn jobs into careers. Here, individuality is celebrated, people are supported to thrive, and everyone is empowered to make a meaningful impact.