Head Concierge
Ardencote
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Job summary
Ardencote Manor - Hiddenwell seeks a Head Concierge to lead the Concierge team and craft unforgettable first impressions for every guest. You will drive five-star service, oversee arrivals/departures, and coordinate guest transport while mentoring staff to exceed expectations.
You’ll manage guest records, share local knowledge, and collaborate with other departments to ensure a seamless journey. This role requires hospitality experience and a passion for luxury service.
Qualifications
- At least 2 years' experience in hospitality, concierge, customer service or front-of-house roles.
- Experience leading teams and delivering luxury guest experiences.
- Strong communication, organisation and problem-solving skills.
Responsibilities
- Lead, support and develop the Concierge team to deliver exceptional guest service.
- Create a warm and welcoming first impression for every guest.
- Oversee guest arrivals, departures, luggage assistance and transport arrangements.
- Coordinate buggy transfers, taxis and other guest transportation requirements.
- Manage the smooth running of concierge operations, including the Boot Room, luggage storage and guest areas.
- Anticipate guest needs and arrange personalised experiences, special occasions and VIP arrivals.
- Handle guest enquiries and resolve concerns professionally and efficiently.
- Share expert knowledge of hotel facilities, local attractions and experiences.
- Work closely with other departments to ensure a seamless guest journey.
- Maintain excellent service standards, effective shift handovers and accurate guest records.
- Coach and train the team in hotel procedures, service standards and health and safety.
Skills
Tools
Job description
We are looking for a passionate and experienced Head Concierge to lead our Concierge team and create unforgettable first impressions for every guest
As Head Concierge, you will be at the heart of our guest experience, ensuring every arrival, stay and departure is seamless and memorable. With a natural flair for hospitality, exceptional attention to detail and a proactive approach, you will lead by example, delivering personalised five-star service while inspiring your team to exceed guest expectations
- Leading, supporting and developing the Concierge team to deliver exceptional guest service
- Creating a warm and welcoming first impression for every guest
- Overseeing guest arrivals, departures, luggage assistance and transport arrangements
- Coordinating buggy transfers, taxis and other guest transportation requirements
- Managing the smooth running of concierge operations, including the Boot Room, luggage storage and guest areas
- Anticipating guest needs and arranging personalised experiences, special occasions and VIP arrivals
- Handling guest enquiries and resolving concerns professionally and efficiently
- Sharing expert knowledge of hotel facilities, local attractions and experiences
- Working closely with other departments to ensure a seamless guest journey
- Maintaining excellent service standards, effective shift handovers and accurate guest records
- Coaching and training the team in hotel procedures, service standards and health and safety
- At least 2 years' experience in hospitality, concierge, customer service or front-of-house roles
- A passion for luxury hospitality and delivering outstanding guest experiences
- Excellent leadership skills with the ability to motivate and support a team
- Excellent communication, organisation and problem-solving skills
- A professional, approachable and positive attitude
- Confidence in managing multiple priorities while remaining calm under pressure
- Good local knowledge and an understanding of transport arrangements
- Confidence using Microsoft Office and hotel management systemsFlexibility to work shifts, including evenings, weekends and bank holidays
At Ardencote, we believe exceptional hospitality is about more than great service – it's about creating moments that guests will remember long after their stay
As our Head Concierge, you'll have the opportunity to lead a passionate team, make a real difference to the guest experience and play a key role in delivering our five-star standards
If you're a natural leader who thrives on creating memorable guest experiences and going above and beyond, we'd love to hear from you!
· Full-Time – 37.5 hours per week
· Working on a 5 out of 7-day rota, demonstrating flexibility to meet business requirements, including availability to work evenings, weekends and bank holidays as required
· Salary: £13.71 per hour
· Applicants must have the legal right to work in the UK at the time of application and throughout their employment. Please note that we are unable to offer visa sponsorship now or in the future for this position
- Complimentary Spa Day on work anniversaries at any of our company spas
- Complimentary use of leisure and spa facilities
- Access to the Employee Assistance Program
- 30% discount on overnight stays and spa days
- Discounts on food, drink and retail across our venues
- Pension scheme
- Free Parking
- Refer-a-Friend scheme
- Excellent Induction and training programme
- Perkbox Online benefits and discounts
- On-line Doctor support (appointments/prescriptions)
- A fun, supportive and inclusive work environment with loads of development opportunities
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