Head Concierge

IHG Hotels & Resorts; Manchester; On-site; GBP 27,000 - 32,000; Full time

Job summary

A globally recognized hospitality company is seeking a dedicated Head Concierge in Manchester. This role requires managing guest experiences and supporting the Concierge team. The ideal candidate is detail-oriented with prior experience in hotel management, possesses excellent communication skills, and has a passion for customer service. This position offers a competitive salary, extensive training opportunities, and various employee benefits, including hotel discounts and paid volunteering days.

Benefits

2 paid days volunteering per year

Meals while on duty

31 days holiday including bank holidays

Company sick pay

Life insurance

Discounts on hotels and restaurants

Qualifications

• Experience in a front desk team leader role or management role in a hotel environment is a must.
• Positive and friendly personality is essential.
• Ability to handle guest complaints and queries professionally.

Responsibilities

• Ensure all guests have a positive experience from check-in to check-out.
• Manage the Concierge team and cover Duty Manager shifts.
• Assist guests with inquiries and provide local knowledge.

Skills

Excellent communication skills

Customer service orientation

Detail-oriented

Experience in handling guest complaints

Job description

A fantastic opportunity for a Head Concierge to join us at Kimpton Clocktower on a Full-Time contract!

We are offering a salary of £31,788.47.

You can check out our instagram page to have a look at @kimptonclocktower!

Kimpton Clocktower is all about providing a contemporary luxury hotel experience whilst building heartfelt human connections with guests and colleagues – we call it Stay Human. What more could you ask? It’s not just the humans who feel this, we extend this to all our furry friends, because our heartfelt connection does not end with humans!

Our Head Concierge enjoys a range of benefits including:

• Becoming part of the IHG Hotels & Resorts family, one of the world’s leading hotel companies - which means global opportunities!
• Extensive training, opportunities for career progression across the world, plus 2 paid days volunteering per year with a cause of your choice
• Wagestream - a financial wellbeing app giving you the opportunity to save, track and withdraw your pay as you earn it.
• Taxi subsidy for shifts starting/ending between 23:00-06:00.
• Meals whilst on duty
• 31 days holiday each year, including bank holidays, this increases up to a maximum of 33 days (Pro Rated)
• We provide every colleague company sick pay and life insurance
• Amazing discounts for our hotels and restaurants around the world
• Discounts from over 15,000 stores – all the way from retail to cinema
• Don’t forget, bring your friends and take part in our generous ‘Refer a Friend’ programme!

As s Head Concierge, you will play a crucial role in ensuring that all guests and visitors have a positive and memorable experience from the moment they enter our premises, as well as managing the Concierge team and covering Duty Manager shifts. This position is ideal for someone who is passionate about customer service, enjoys interacting with people, and has a keen eye for detail.

As a Head Concierge, you will:

Be the warm welcome that kicks off a memorable guest experience, setting the tone for their stay & provide directions to rooms for arriving guests, ensuring they reach their accommodations smoothly.

Be offering a consistent and exceptional experience for all guests.

Be a trusted contact for guests, assisting them with anything from bill issues to local knowledge, and involve management when necessary for problem handling to ensure suitable service recovery. You will communicate and interact with guests in the lobby, inquire about their stay, and take note of any feedback to record their comments and requests to enhance future stays.

Assist Guest Services by handling guest luggage during arrivals and departures, arranging taxis, and coordinating courier services to meet guest needs.

To succeed as a Head Concierge, you will need:

Experience in a front desk team leader role or management role in a hotel environment is a must.

Excellent communication skills, and a positive and friendly personality

Experience in handling guest complaints and queries

At Kimpton, our shared mission is to make lives better through heartfelt human connections. This emotional investment drives all that we do, and it’s why you’ll love the work, too. Our colleagues are empowered and encouraged to act from the heart, to go above and beyond to create ridiculously personal experiences for each other and our guests!!

Our passion is YOU…come as you are!

Here, you will have space to:

• Be yourself - bringing the real you to work, with your unique personality we want you to be who you are!
• Lead yourself – we trust you to make decisions and exert your creativity in order to provide our guests with heartfelt human connections, we trust you to do right!
• Make it count – you matter, and we will provide you with all the tools you need in order to create ridiculously personalised experiences for our guests every day!

If you are someone who likes to march to the beat of their own drum and wants to join a company which encourages authentic individuality, apply today to join us as a Head Concierge!

You must meet the legal requirements to work in the UK.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, colour, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.

Kimpton Hotels & Restaurants crafts unique destinations that kindle heartfelt human connections. Our bespoke spaces blend spirit, style and delight to create an addictive culture of refined irreverence where locals, visitors & colleagues seamlessly connect.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.