Head Concierge - Luxury Hotel & Guest Experience Lead

Ennismore; Greater London; Hybrid; GBP 29,000 - 42,000; Full time

Job summary

Delano London invites applications for a Concierge role under the Director of Rooms. This position focuses on delivering personalized, high-quality service to guests, anticipating needs, and offering informed recommendations on dining, attractions and transportation.

You will lead and develop the concierge team, maintain brand standards, train staff, and collaborate with other departments to ensure seamless experiences for distinguished guests.

Qualifications

• Strong verbal and written communication skills in English.
• Minimum 5 years in the concierge role with progression in upscale or luxury hotels.
• Solid knowledge of hotel operations and concierge protocol with experience serving high-profile guests.
• Experience with Opera and KnowCross PMS systems.
• Able to stand for long shifts and manage multiple tasks in a fast-paced environment.
• Additional language ability is a plus.

Responsibilities

• Lead and manage the concierge department to ensure outstanding guest service and day-to-day operations.
• Maintain highest levels of guest service and ensure alignment with Delano Brand Standards.
• Oversee scheduling, training, and performance management of concierge staff.
• Provide knowledgeable recommendations on local dining, entertainment, and attractions.
• Maintain a comprehensive directory of trusted local vendors and experiences.
• Record guest preferences and feedback to personalize future stays.
• Collaborate with other departments to coordinate guest services and resolve issues.
• Monitor guest feedback and implement service improvements.
• Ensure compliance with health, safety, and hotel policies.

Skills

Communication skills

Leadership

Guest services

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Opera

KnowCross

Job description

Delano London invites applications for a Concierge role under the Director of Rooms. This position focuses on delivering personalized, high-quality service to guests, anticipating needs, and offering informed recommendations on dining, attractions and transportation.

You will lead and develop the concierge team, maintain brand standards, train staff, and collaborate with other departments to ensure seamless experiences for distinguished guests.