Head Concierge

Clermont Hotel Group; Greater London; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Pension

Healthcare schemes

Career development

Employee wellbeing

Job summary

The Royal Horseguards is seeking a Guest Service Manager in London to lead the Guest Services team, coaching staff to deliver exceptional experiences. You will listen to guest needs and adapt service to create memorable stays in a historic 5-star setting.

You’ll foster empathy, build relationships with guests and colleagues, and maintain a sharp attention to detail in a fast-paced, guest-centric environment. This role offers career growth within Clermont Hotel Group.

Qualifications

• Passion for delivering the highest levels of service.
• Comfort in a front-line role, engaging directly with guests.
• Strong empathy and relationship-building skills.
• Open, relaxed personality that connects with others.
• Keen attention to detail to make each interaction memorable.
• Desire to pursue a career in hospitality with room to grow.
• Experience working in a dynamic team in a fast-paced service environment.

Responsibilities

• Lead the Guest Services team and mentor staff to deliver outstanding experiences.
• Apply coaching and leadership to ensure guest needs are met promptly.
• Listen to guests and adapt service to exceed expectations.
• Create a welcoming environment that encourages guests to return.

Skills

Guest services

Coaching

Team leadership

Front-line engagement

Empathy

Relationship-building

Attention to detail

Hospitality career

London knowledge

Job description

The Royal Horseguards
Contract: Full Time
Payment: Salaried
Salary: £45,000 per annum
The Royal Horseguards is a beautiful 5 star hotel overlooking the River Thames, close to The Embankment and Trafalgar Square. The hotel has 282 bedrooms, restaurant, bar and terrace area as well as exceptional banqueting facilities at one of London's most prestigious conference and banqueting venues, One Whitehall Place.

What You’ll Be Doing

Are you a manager who places guests and your team at the center of your mission? Do you truly listen to their needs and adapt to ensure exceptional experiences? As the Guest Service Manager, you will take full responsibility for leading our Guest Services team, using your coaching skills, extensive knowledge of London, and passion for hospitality to foster a culture focused on what matters most to our guests.

Imagine arranging exclusive theatre tickets, thrilling helicopter rides, or a quiet dinner for two—you and your team will be known for transforming ordinary stays into extraordinary experiences. Together, you will create a welcoming environment that our guests love to talk about and return to time and again.

What You’ll Bring

• A genuine passion for delivering the highest levels of service, coupled with a desire to learn and grow
• Comfort in a front-line role, engaging directly with guests and addressing their needs
• Strong empathy and relationship-building skills that foster trust and rapport
• An open, relaxed personality that naturally engages and connects with others
• A keen attention to detail, ensuring every guest interaction is memorable
• A demonstrable desire to pursue a career in hospitality, with a commitment to continuous improvement
• Proven experience working effectively as part of a dynamic team in a fast-paced service environment

What You’ll Get In Return

As well as all the things you'd expect from us, such as great staff areas to recharge in, wholesome meals on duty, pension and healthcare schemes, we’ll take care of you at every step of your journey so that you can take care of our guests.

In fact, we’re so committed to this that our ‘People Promise’ sets out how you can expect us to support you at every step of your application and your career with us. Whether that’s your career development and progression, your physical, mental or financial wellbeing, and recognising (and rewarding!) a job well done.

Career Development & Growth - We’re here to support your journey, whatever that may look like. Our award-winning Academy will help you navigate your tailored career pathway with the tools and development designed for you to grow and to unlock your unique potential.

Financial Wellbeing – You Work Hard, So We’ll Always Help Your Money Work Hard For You! Some Of The Great Things You Can Take Advantage Of Include

• Wage Stream – You’ll be paid monthly, but have access to your earned salary before payday should you need it
• Discounts & Perks – Savings on 1000’s of retailers, dining, hotel stays, and much more for you and those close to you
• Refer a Friend – Earn up to £1000 when friends join our team
• Interest-Free Loans – Season ticket loans to make commuting easier

Mental & Physical Well-being - We’re here to support your well‑being, whenever and wherever you need it.

• On-Site Mental Health First Aiders
• 24/7 Employee Assistance Line – Free, confidential advice
• Be Well Platform – Our Online fitness and wellness resources
• Gym Discounts & Cycle to Work Scheme

Recognition & Community – We’re proud of everything we achieve, so we always celebrate our extraordinary team and culture.

• ‘Wonderful People’ Awards – Monthly, quarterly, and annual recognition
• Social & Seasonal Events – Fun, inclusive celebrations
• People Council – A platform for every voice
• Paid Volunteering Days – Give back to causes close to you

At Clermont Hotel Group everyone is welcome. We are committed to having an inclusive and diverse workplace and strongly encourage people from all backgrounds, identities and experiences to apply for roles with us.