Night Concierge

Montcalm East, Shoreditch London; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A luxury hotel in London is seeking a Night Concierge to provide exceptional service throughout the guest journey. This role involves welcoming guests, managing requests, and ensuring a high standard of safety and comfort during overnight hours. Ideal candidates will have a passion for hospitality, strong problem-solving skills, and experience in luxury hotels. The position offers competitive salary and various benefits in an empowering environment.

Benefits

Competitive salary

28 holidays including bank holidays

Discounted gym membership

Cash-back health benefits

Qualifications

• Impeccable grooming and presentation standards.
• Strong organizational skills and ability to work under pressure.
• Previous experience in concierge or front desk roles.

Responsibilities

• Welcome and assist guests with inquiries, exceeding expectations.
• Provide knowledge of local attractions and services.
• Coordinate guest requests and handle emergencies efficiently.

Skills

Attention to detail

Customer service

Problem-solving

Multitasking

Communication

Education

Experience in luxury hotel environment

Tools

Hotel management software (e.g., Opera, PMS)

Job description

Montcalm East

United by timeless style and peerless service, Montcalm Collection is London’s compendium of luxury hotels. Housed in elegant Georgian townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped skyscraper, each hotel reveals a different chapter in the city’s story. The hotels in the collection include a storied city-slicker, housed in the former headquarters of the Royal Mail: Montcalm Royal London House. A property with a bold new perspective at Montcalm East, part of Marriott’s Autograph Collection. And a duo of mindful hotels which set a slower pace: Inhabit, Southwick Street and Inhabit, Queen’s Gardens, both part of Design Hotels.

Montcalm East, an Autograph Collection Hotel, with pioneering architecture and a bold approach to life, the hotel reflects the creative spirit of its Shoreditch setting. With a prime position on City Road in East London, where arty Shoreditch meets progressive Silicon Roundabout. Old Street Tube station is just a few steps away.

Overview

The Night Concierge works closely with the Front Office Team and the General Manager on providing the luxury experience throughout the guest journey from the moment they set eyes on our property, throughout their journey experiencing our facilities to a post stay experience should they need to call back regarding anything.

The Night Concierge exhibits meticulous eye for detail, a passion for luxury and the ability to enhance customer experience. Being the first point of contact for late arrivals, your role is critical to creating lasting positive image, maintaining reputation and delivery of unparalleled guest experiences via seamless encounters and meaningful, personalized service delivery during the stay.

The Night Concierge is an ambassador of Montcalm Collection and represents the brand and Company Values of belonging, sensitivity, wellbeing, changemaking and sustainability with professionalism, grace and warmth. This role involves managing guest requests, providing personalized recommendations, assisting with late-night arrivals and departures, and ensuring the safety and comfort of all guests during the overnight hours.

Key Responsibilities

• Welcome and assist guests with all inquiries and requests, ensuring that each interaction exceeds expectations. Offer warm, personalized service tailored to individual guest preferences.
• Assist guests with luggage, valet parking, and provide a brief orientation of hotel facilities.
• 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. Stay informed about the latest events and activities in the area.
• Arrange and confirm reservations for dining, transportation, spa services, tours, and other guest activities. Secure tickets for shows, events, and special experiences.
• Coordinate with transportation services to ensure seamless travel experiences, including airport transfers, car rentals, and private chauffeur services.
• Address and resolve guest concerns and complaints promptly, ensuring that all issues are handled with the highest level of discretion and professionalism.
• Maintain clear and open communication with guests, team members, and external vendors. Ensure that guest preferences and special requests are communicated to the appropriate departments.
• Maintain an up-to-date knowledge of the surrounding area, including new and upcoming attractions, restaurants, and events. Establish relationships with local businesses to provide exclusive offers and experiences to guests.
• Assist guests with planning their daily itineraries, considering their interests, preferences, and any special occasions.
• Uphold the highest standards of luxury service, ensuring that all guest interactions reflect the property’s commitment to excellence.
• Ensure that the Lobby and Public Areas are always kept clean and tidy.
• Answer and manage incoming calls and emails ensuring all communication is handled professionally and efficiently.
• Conduct regular guest interactions to gather feedback and enhance their stay experience.
• Maintain clear and effective communication with other hotel departments (housekeeping, front office, room service) to ensure guest needs are met.
• Liaise with the day team to ensure seamless transition between the shifts.
• Assist Luggage Porters and Receptionist with their duties as required, so no guest is waiting for the service.
• Assist the Management in any tasks introduced to enhance the guest journey or positively impact the business.
• Monitor hotel premises to ensure the safety and security of all guests and staff.
• Respond to emergency situations calmly and efficiently, following hotel protocols.
• Conduct regular patrols of the property and report any suspicious activity.

This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business.

Skills & Qualifications

• 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.
• Flexibility to adapt to changing guest needs and preferences.
• Problem-solving skills with a focus on guest satisfaction.
• Strong organisational skills and multitasking abilities.
• Exceptional customer service skills with a passion for delivering a luxury guest experience.
• Excellent communication, problem-solving, and organizational skills.
• High level of professionalism, discretion and integrity.
• Fluency in multiple languages is a plus.
• Ability to work independently and manage time effectively.
• Previous experience in a concierge, front desk, or customer service role, preferably in a luxury hotel environment.
• Proficiency in hotel management software (e.g., Opera, PMS) is a plus.

Working Condition

Must be available to work overnight shifts, including weekends and holidays.

Physical demands such as being on the feet for long periods of time and manual handling, i.e. handling luggage.

Benefits

• Competitive salary.
• A supportive, empowering team environment.
• Benefits platform with various discounts.
• 28 holidays including eight bank holidays, with more holidays after two-year service.
• Cash-back health benefits, including optical, dental, chiropractor and physio services.
• Discounted gym membership.
• Access to Wellbeing platform and sessions, including EAP.
• Awards and Recognition Programme.
• Annual parties.
• Regular and ongoing training and development, including leadership workshops.
• Enjoy a paid day off to celebrate your birthday – because your special day matters!

Eligibility

Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.

Equal Opportunity Employer

At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice.

Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.

Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role.

Please note that we do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for these roles without prior agreement per role in writing from our Head of Human Resources, will be considered the property of the company and will not be subject to agency fees.