Luxury Concierge & Luggage Services Ambassador

Inhabit Hotels; Greater London; On-site; GBP 21,000 - 30,000; Full time

Job summary

Montcalm Collection is seeking a proactive Concierge to deliver a warm, professional guest experience from arrival to departure. You will welcome guests, assist with luggage, escort to rooms, and provide knowledgeable recommendations on local attractions and hotel services.

In this luxury hospitality role, you will coordinate with Front Office and Housekeeping, maintain high service standards, and handle guest inquiries with discretion and efficiency.

Qualifications

• 1 year of experience in a similar guest-facing role is desired.
• Excellent communication and interpersonal skills.
• Exceptional customer service orientation with a commitment to exceeding guest expectations.
• High attention to detail and commitment to a luxury quality service.
• A friendly and approachable attitude with a genuine passion for hospitality.
• Impeccable grooming and presentation standards
• Ability to work under pressure and handle challenging situations with grace.
• Fluency in multiple languages is a plus.

Responsibilities

• Greet guests warmly upon arrival and assist with the unloading of luggage from and to vehicles.
• Escort guests to their rooms while providing information about the hotel’s amenities and services.
• Handle guest luggage with care and ensure it is delivered promptly to the correct rooms.
• Tag and store luggage securely in the designated area, ensuring proper labelling for easy retrieval.
• Assist guests with storing luggage before check‑in or after check‑out.
• Support guests with all inquiries and requests, ensuring that each interaction exceeds expectations. Offer warm, personalized service tailored to individual guest preferences.
• Coordinate with other departments (housekeeping, front desk) to ensure luggage is delivered or picked up efficiently.
• Be knowledgeable of in‑house facilities and services and promote them in proactive manner.
• Provide guests with detailed information on local attractions, dining, shopping, entertainment, and cultural experiences.
• Assist guests with booking transportation, arranging local tours, or other concierge services.
• Respond to guest inquiries and requests promptly and courteously.
• Communicate effectively with the front desk and other departments to manage guest arrivals and departures smoothly.
• Report any guest preferences, special requests, or issues to the Head Concierge or relevant department.
• Uphold the hotel’s standards of service excellence and professionalism in all interactions.
• Answer and manage incoming calls and emails ensuring all communication is handled professionally and efficiently.
• Ensure that the hotel lobby, entrance, and luggage storage areas are clean, organized, and presentable always.
• Assist the Management in any tasks introduced to enhance the guest journey or the positively impact the business.
• Adhere to health and safety regulations and security procedures in luggage handling.
• Respond to emergency situations calmly and efficiently, following hotel protocols.

Skills

Guest service

Communication

Customer service

Attention to detail

Professionalism

Hospitality

Job description

Montcalm Collection is seeking a proactive Concierge to deliver a warm, professional guest experience from arrival to departure. You will welcome guests, assist with luggage, escort to rooms, and provide knowledgeable recommendations on local attractions and hotel services.

In this luxury hospitality role, you will coordinate with Front Office and Housekeeping, maintain high service standards, and handle guest inquiries with discretion and efficiency.