Receptionist

The Municipal Hotel & Spa MGallery; Liverpool; On-site; GBP 35,000 - 50,000; Full time

Benefits offered by this job

Extra holiday for your birthday

Discounted food on duty

Discounted local parking

Access to preferential hotel rates

Job summary

The Municipal Hotel & Spa MGallery in Liverpool is seeking an exceptional Head Concierge to lead the concierge and guest experience function. Your role will involve leading a team to ensure personalized experiences, coordinating VIP services, and establishing local connections.

With a strong background in luxury hotel service, you will act as the local expert, oversee guest requests, and cultivate a culture of excellence in hospitality. Enjoy employee benefits such as discounts, free meals, and special rates as part of this prestigious team.

Qualifications

• Proven experience in luxury hotel concierge or Front Office leadership.
• Strong knowledge of Liverpool's hospitality and entertainment scene.
• Exceptional communication and interpersonal skills.
• A confident leader with experience in managing service teams.
• Highly organised and calm under pressure.
• Proactive with strong attention to detail.
• Passionate about delivering memorable guest experiences.

Responsibilities

• Lead the Concierge and Porterage team for exceptional guest experiences.
• Act as a local expert providing tailored recommendations.
• Oversee VIP guest arrivals and manage special occasions.
• Coordinate guest requests with various hotel departments.
• Build relationships with local attractions and service partners.
• Anticipate guest needs for memorable experiences.
• Lead rota planning and performance development in the team.
• Ensure smooth arrival and departure facilities.
• Handle guest feedback with professionalism.
• Support maintenance of high service standards.

Skills

Guest engagement

Team leadership

Problem-solving

Communication

Multitasking

Job description

We are seeking an exceptional Head Concierge to lead our concierge and guest experience function within one of Liverpool’s most prestigious luxury hotels.

Key Responsibilities

• Lead the Concierge and Porterage team to deliver an exceptional, intuitive and personalised guest experience from arrival to departure.
• Act as the ultimate local expert for Liverpool, providing curated recommendations, reservations and insider knowledge tailored to each guest.
• Oversee VIP guest arrivals, special occasions and high‑profile stays with meticulous attention to detail.
• Manage guest requests efficiently, ensuring seamless coordination across Front Office, Housekeeping, Food & Beverage and external partners.
• Build strong relationships with local attractions, restaurants, authorised transport providers and luxury service partners to enhance the guest journey.
• Anticipate guest needs and proactively create memorable “above and beyond” experiences.
• Lead rota planning, training and performance development within the concierge team.
• Ensure smooth arrival and departure experiences, including valet coordination, luggage handling and lobby operations.
• Handle guest feedback and service recovery with professionalism, empathy and urgency.
• Support Front Office leadership in maintaining exceptional service standards and operational efficiency.
• Champion brand standards and embody the MGallery philosophy of meaningful, story‑driven hospitality.

Qualifications

• Proven experience in a luxury hotel concierge or Front Office leadership role.
• Strong knowledge of Liverpool’s hospitality, cultural and entertainment scene (or proven ability to build it quickly).
• Exceptional communication and interpersonal skills with a natural flair for guest engagement and team motivation to deliver the same standards of hospitality.
• A confident leader with experience managing and inspiring frontline service teams.
• Highly organised, calm under pressure and able to multitask in a fast‑paced environment.
• A proactive problem‑solver with a “can do” attitude and strong attention to detail.
• Passionate about delivering personalised, memorable guest experiences at the highest level.
• Committed to excellence and aligned with the values of luxury hospitality.

Benefits

• Member of Accor and RBH groups with full benefits, including the ALL Heartists programme and RBH company benefits such as an extra day’s holiday for your birthday and a pension scheme.
• Municipal Hotel benefits: friends and family rates, discounts, free meals on duty, gratuities, discounted local parking and social events.
• Access to preferential rates in hotels and exclusive discounts with a wide range of partners.

To learn more about our full benefits package, click here to watch our RBH employee benefits video.