Head Concierge

Hiddenwell; Warwick; On-site; GBP 16,000 - 22,000; Full time

Benefits offered by this job

Complimentary Spa Day on work annivers

Complimentary use of leisure and spa

Employee Assistance Program

Discounts on overnight stays and spa

Discounts on food, drink and retail

Pension scheme

Free Parking

Refer-a-Friend scheme

Induction and training programme

Perkbox Online discounts

Online Doctor support

Job summary

Ardencote Manor - Hiddenwell is seeking a Head Concierge to lead our Concierge team and deliver five-star service at our luxury retreat in Warwick. You will set the standard for guest arrivals, stays and departures, and mentor colleagues to exceed expectations.

With at least two years in hospitality, you will inspire the team, manage guest requests with discretion, and collaborate across departments to create memorable experiences for every guest while upholding Ardencote's premium standards.

Qualifications

• Minimum 2 years in hospitality, concierge or front-of-house.
• Strong leadership and guest-service focus.
• Proven communication and problem-solving abilities.
• Knowledge of local attractions and transport options.

Responsibilities

• Lead, support and develop the Concierge team to deliver exceptional guest service.
• Create a warm and welcoming first impression for every guest.
• Oversee arrivals, departures, luggage and transport arrangements.
• Coordinate transfers, taxis and guest transport requirements.
• Manage concierge operations including Boot Room, luggage storage and guest areas.
• Anticipate guest needs and arrange personalised experiences and VIP arrivals.
• Handle enquiries and resolve concerns professionally and efficiently.
• Share knowledge of hotel facilities and local experiences.
• Collaborate with other departments for a seamless guest journey.
• Maintain service standards, shift handovers and accurate guest records.
• Coach and train the team in hotel procedures and health and safety.

Skills

Leadership

Guest service

Communication

Organization

Problem solving

Positive attitude

Multitasking

Local knowledge

Transport knowledge

Tools

MS Office

PMS (Hotel systems)

Job description

Ardencote Manor - Hiddenwell | Luxury Wellness Retreat

Full-Time | Permanent

Estimated Start Date: 29 December 2026

About The Role

Lead Exceptional Guest Experiences in a Luxury Hospitality Environment

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

What You'll Be Doing

• 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

What We're Looking For

• 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 systems
• Flexibility to work shifts, including evenings, weekends and bank holidays

Why Join Us?

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

Additional Information

• 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

What We Offer

• 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

Skills

• Professional
• Guest Experience
• Flexible