Senior Concierge & Guest Services Lead

Rockliffe; Tees Valley; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Pension Scheme (Aegon)

Hospitality Rewards Scheme

Life Assurance (Legal & General)

Selected Discounts Across the Resort

Enhanced Annual Leave for Long Service

Employee Assistance Programme (Hospitl

Staff Meals

Uniform Laundry Service

Job summary

Rockliffe Hall in Darlington is seeking a Senior Concierge to join the Guest Service Team. You will work closely with the House Manager and Reception Manager to ensure a smooth, seamless service for all guests, making decisions in the best interest of the department.

You will lead the Concierge Team, greet guests, assist with luggage, coordinate valets, handle requests from travel and dining to theatre bookings, and maintain high personal hygiene and professional appearance.

Responsibilities

• Monitor scheduling of rotas to ensure business demands are met and ensuring team member breaks are taken
• To carry out regular on-the-job training and monitor performance to ensure the agreed standards are being met
• To hold regular job chats and performance appraisals with the team, identifying areas for development and training needs
• To ensure good inter-departmental working relationships and communications
• Participate willingly in organised training sessions within the hotel and own department
• Meeting and greeting all guests to the hotel in a friendly, approachable and professional manner
• To assist guests with their luggage
• To provide a seamless valet service; parking and retrieving guests' vehicles when required
• Dealing with any guest requests and requirements positively and efficiently, this may include hiring transport, recommending restaurants, arranging flights and booking theatre tickets
• Have a thorough knowledge of the hotel's facilities, services, special events and promotions
• Be familiar with the local area, amenities and giving directions as required
• Ensuring guest messages and faxes are delivered promptly
• Ensuring the Concierge Team always meet and exceed guest expectations
• Ensure the Porters Lodge is kept tidy and clean
• Ensure that any potential and actual hazards are reported immediately
• Understand and comply with the company’s fire evacuation procedure
• Work in safe manner that does not harm or injure self or others
• Maintain own working area in line with 'clean desk policy', keeping materials clean, tidy and in good shape and reports any defective materials and equipment to the manager
• Maintain the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct

Job description

Rockliffe Hall in Darlington is seeking a Senior Concierge to join the Guest Service Team. You will work closely with the House Manager and Reception Manager to ensure a smooth, seamless service for all guests, making decisions in the best interest of the department.

You will lead the Concierge Team, greet guests, assist with luggage, coordinate valets, handle requests from travel and dining to theatre bookings, and maintain high personal hygiene and professional appearance.