Senior Concierge

JR United Kingdom; London; On-site; GBP 28,000 - 37,000; Full time

Job summary

An established industry player in the luxury hospitality sector is seeking a Senior Concierge to join their dynamic team. This role is pivotal in ensuring guest satisfaction through exceptional service and personalized interactions. As a frontline ambassador, you'll engage with guests, anticipate their needs, and maintain the hotel's high service standards. With opportunities for professional growth and a supportive team environment, this position offers a unique chance to contribute to a boutique hotel renowned for its elegance and charm. If you're passionate about hospitality and thrive in a fast-paced environment, this role is perfect for you.

Benefits

Increased holiday allowance

Complimentary meal while on duty

Health Plan

Optical cost reimbursement

Complimentary coverage for partner and children

Shopping discounts

24/7 GP advice line

Employee referral program

Contributory pension scheme

Learning and development opportunities

Qualifications

• Experience in hospitality and customer service is essential.
• Strong leadership skills to inspire exceptional service.

Responsibilities

• Greet guests warmly and personalize interactions.
• Maintain guest profiles and assist with VIP arrangements.
• Support Front Office management and train staff.

Skills

Strong communication skills

Leadership skills

Customer service

Organizational skills

Flexibility

Tools

Guestline PMS

Job description

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• Base Salary: £28,000 per year (£13.46 per hour), plus a service charge ranging from £8,000 to £9,000 gross per annum.
• Concierge Commissions: High earning potential through additional commissions*.
• Increased holiday allowance with length of service
• Complimentary meal while on duty
• HSF Health Plan*
• Optical cost reimbursement
• Complimentary coverage for your partner and children
• High street and grocery shopping discounts, as well as discounted cinema tickets and more.
• Access to a 24/7 GP advice line and counselling services, including support for dependents.
• Employee referral program for line employees.
• Contributory pension scheme*
• Learning and development opportunities.

What will I be doing?

In your role as Senior Concierge, your primary objective is to comprehend and execute your job duties and personal competencies listed below. Collaborate with your team to uphold the hotel's service standards and represent the establishment as an ambassador. Strong communication skills are essential, as you'll engage with both guests and colleagues to foster positive relationships.

• As a frontline representative, you'll operate in public areas where impeccable presentation and a proactive approach to guest interactions are paramount for ensuring satisfaction.
• Greet guests upon arrival with a warm smile, eye contact, and verbal salutation, while discerning their needs.
• Personalise guest interactions by addressing them by name during conversations.
• Anticipate and surpass guest expectations.
• Stay alert for VIP arrivals or visits to dining outlets, ensuring VIPs receive proper attention and guidance.
• Assist Reception with daily VIP arrivals, including pre-arrival preparations, personalised experiences, room inspections, special arrangements, welcome gestures, room escorts, and post-stay follow-ups.
• Maintain accurate guest profiles to cater to individual needs and preferences.
• Build strong partnerships with external service providers.
• Actively participate in the development of SOPs and best practices within your department and the hotel wide management team.
• Assist in providing Concierge training of all Front Office employees to ensure they are able to assist guests with Concierge related queries and requests.
• Maintain up-to-date Concierge training files for all Front Office employees.
• Support Front Office Manager and Assistant Front Office Manager in supervising the Hotel’s Doormen.
• Report security concerns and adhere to safety protocols diligently.
• Maintain cleanliness and functionality of equipment and supplies.
• Watch over and maintain the condition of the front entrance and lobby.
• Communicate guest feedback and relevant information to the Front Office Manager or Manager on Duty.
• Stay informed about local attractions and maintain an updated database of trendy establishments to offer VIPs elite recommendations and exclusive reservations.
• Provide swift and efficient check-in and check-out services when Reception is occupied, ensuring courteous handling of all guest requests.
• Handle all external and internal calls professionally, delivering personalised and informative service to exceed guest expectations.
• Support the departmental goals of converting positive reviews, encourage upselling of rooms and hotel services, reducing costs, etc.
• Assist the Front Office Manager in reviewing supplier invoices and processing Concierge staff commission for payroll.
• Support the Quality and Guest Experience Manager in introducing initiatives to add value to our VIP guest stays.

What are we looking for?

• Be polite and friendly and professional.
• Stay calm and composed, even in busy times.
• Build positive relationships with guests and coworkers.
• Demonstrate strong leadership skills to inspire the team to deliver exceptional service.
• Previous familiarity with Guestline PMS or experience in implementing a property management system is valued.
• Flexibility to adjust working hours as per the hotel's demands.
• Capable of frequent movement throughout the hotel premises.
• Highly organised with the ability to respond promptly and adapt to changing circumstances.

Who are we?

We are a 5-star luxury lifestyle boutique hotel located in the heart of Chelsea. Set in a 19th century building next to Sloane Square station and featuring a rooftop restaurant, an intimate cocktail bar, and thirty exceptionally designed bedrooms, the property has been elegantly restored to create unique experiences.

Within one of London’s most stylish interiors, the hotel combines the quintessentially British style of the Cadogan Estate with a unique French touch. Designed as an exceptional and inspiring destination, it highlights the distinguished and historic pedigree of the Sloane Square Conservation Area in a private and intimate setting.

Independently run, the hotel employs passionate, focused individuals with a determination to succeed. To assist us in hosting our wonderful clients, we are on the search for the ambassadors of this truly unique property. They will be given the opportunity to make their own mark while delivering an exceptional service of unparalleled quality.

*Upon successful completion of the probation period

*The service charge range fluctuates based on our forecasted business levels and may vary from month to month.