Receptionist

The Municipal Hotel & Spa MGallery; Liverpool; Sur place; GBP 35 000 - 50 000; Plein temps

Avantages offerts par ce poste

Extra holiday for your birthday

Discounted food on duty

Discounted local parking

Access to preferential hotel rates

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Guest engagement

Team leadership

Problem-solving

Communication

Multitasking

Description du poste

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.