Night Concierge

HSH Group / The Peninsula Hong Kong; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Night Concierge to enhance guest experiences at their flagship hotel in London. This role involves providing exceptional service and support to guests during the night, ensuring they have access to all city activities and hotel offerings. The ideal candidate will possess strong customer service skills, a resourceful knowledge of local attractions, and the ability to manage multiple tasks effectively. Join a prestigious team dedicated to luxury service and become a key part of creating memorable experiences for guests. This is an exciting opportunity for those passionate about hospitality and guest relations.

Benefits

Market-leading remuneration

Service charge

Attractive benefits

Opportunity to work with an experienced team

Qualifications

• 1-2 years experience in a luxury concierge role.
• Strong knowledge of city activities and customer service.

Responsibilities

• Assist guests with city arrangements and provide information.
• Manage guest feedback and ensure elevated service recovery.

Skills

Customer Service Techniques

Multi-tasking

Effective Communication

Time Management

Organizational Skills

Tools

Concierge Digital System (Alice)

Job description

The Peninsula London is delighted to announce that we are seeking a Night Concierge to join our Team. This role is responsible for the Concierge Team at night, providing guests with information about the city, directions, attractions, restaurants, and Peninsula services. The role is also critical in assisting to prepare itineraries for guests to ensure the ultimate guest experience and exceed expectations. The Peninsula Hotels are synonymous with luxury and high levels of service, and this position will contribute to the service experience that our guests have become accustomed to.

• An exceptional opportunity to join our high-profile flagship hotel in London.
• Market-leading remuneration, service charge, and attractive benefits.
• Join our award-winning group, working alongside a highly experienced team.

Key Accountabilities

• Offer assistance in their London arrangements, such as transfers, dining, culture, nannies, wellness, etc.
• Possess knowledge of the hotel and its offerings in all areas, city activities, i.e., theatre, the arts, special exhibits, concerts, shows, sporting events, leisure activities, sightseeing tours, etc., and establish close contacts with people in these areas to provide information.
• Perform service functions including, but not limited to, restaurant reservations, ticket procurement, and shipping.
• Ensure that the Concierge desk is fully operational for the day shift, including mise en place, responding to emails whenever possible, and entering tasks in the Concierge digital system (Alice).
• Manage guest feedback and ensure elevated service recovery to exceed guest expectations, in keeping with the Peninsula Service Principles.

General Requirements

• 1-2 years experience in a similar role within a luxury environment.
• Good knowledge of customer service techniques, room, F&B, and front desk processes and systems.
• Possess a resourceful knowledge of available city activities, theatre, restaurants, events, etc.
• Ability to multi-task and communicate effectively yet in a friendly manner, even under pressure.
• Excellent time management and organization skills; highly adaptable and naturally positive.
• This position requires the fulfilment of night shift duties based on the operational needs of the business. The ability and willingness to work during these hours is a necessary condition of employment.

We are delighted to receive your CV and will liaise with suitable candidates directly.