Part Time Concierge

Bespoke Hotels; Newcastle upon Tyne; On-site; GBP 21,000 - 32,000; Full time

Job summary

Bespoke Hotels seeks a Concierge for Hotel Gotham in Newcastle, delivering refined hospitality and expert local knowledge to guests.

You will secure high-demand reservations, tailor experiences, and maintain discretion with VIP guests, ensuring a seamless, memorable stay and a genuine Gotham experience.

Qualifications

• Experience delivering personalised guest service.
• Strong local knowledge and network of area contacts.
• Ability to coordinate experiences and bookings with discretion.

Responsibilities

• Offer a warm and elegant welcome to all guests, ensuring they feel recognised and valued throughout their stay.
• Anticipate guest needs and proactively offer assistance with itinerary planning, dining, entertainment, shopping, and transport.
• Make arrangements for restaurant bookings, theatre tickets, private tours, personal shoppers, spa appointments, special celebrations, and more.
• Handle special requests, including VIPs, repeat guests and celebrities, with discretion and confidentiality.
• Record all guest requests and preferences accurately within the system and CRM tools.
• Liaise with housekeeping, F&B, and guest relations to coordinate needs efficiently.
• Remain informed on local attractions and opportunities to enhance guest experiences.

Skills

Guest service

Local knowledge

Networking

Discretion

Communication

Job description

Role Overview

As Concierge at Hotel Gotham – Newcastle, you are the embodiment of refined hospitality and the go‑to expert for all guest enquiries, needs, and requests. With an exceptional knowledge of the local area and a network of trusted contacts, you will provide tailored recommendations, secure high‑demand reservations, and deliver world‑class service that enhances every guest’s stay.

Job Title: Concierge

Department: Front Office

Reporting to: Guest Relations Manager

Key Responsibilities

Guest Experience & Personal Service

• Offer a warm and elegant welcome to all guests, ensuring they feel recognised and valued throughout their stay.
• Anticipate guest needs and proactively offer assistance with itinerary planning, dining, entertainment, shopping, and transport.
• Make arrangements for restaurant bookings, theatre tickets, private tours, personal shoppers, spa appointments, special celebrations, and more.
• Handle special requests, including those of VIPs, repeat guests, and celebrities, with the highest level of discretion and confidentiality.
• Provide an unforgettable “Gotham” experience by exceeding guest expectations in every interaction.

Operational Excellence

• Maintain up‑to‑date knowledge of all hotel services, facilities, promotions, and operating hours.
• Liaise with other departments (housekeeping, F&B, guest relations) to coordinate and fulfil guest needs efficiently.
• Maintain a Concierge desk that is professional, inviting, and equipped with relevant collateral and information.
• Record all guest requests and preferences accurately within the Property Management System and CRM tools.

Local Knowledge & Networking

• Remain informed on local attractions, cultural events, transport options, retail offerings, and city highlights.
• Build and maintain strong relationships with trusted local vendors, restaurants, drivers, and experience providers.
• Stay updated on trends and news affecting guest experiences, including closures, new openings, and exclusive opportunities.
• Support the hotel’s image as a local tastemaker and cultural insider.

Administration & Communication

• Ensure all guest requests and bookings are confirmed in writing and tracked appropriately.
• Assist with parcel handling, luggage storage, and courier services as needed.
• Maintain a detailed log of guest interactions, arrangements, and follow‑up actions for quality control.
• Support pre‑arrival planning and communication with incoming guests, ensuring all preferences are arranged in advance.

CORE COMPETENCIES & PERFORMANCE INDICATORS

• Delivers intuitive, personalised service with discretion and attention to detail.
• Maintains expert‑level local knowledge and a global mindset.
• Responds to guest enquiries efficiently and professionally.
• Supports positive guest feedback and repeat business through excellence in service.
• Builds strong partnerships with reputable external providers and local contacts.
• Acts with discretion, integrity, and professionalism at all times.