VIP Concierge & City Insider for Premium Guests

Guest Experience; Greater London; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

28 days holidays including 8 publichol

Pension scheme

Refer a friend £500

Dental and health cover

Melia discounts

Online learning platform

Awards and recognition

Career progression

Perks at Work discounts

Meals on duty

Payday parties and laundry

Job summary

Meliá White House in London is seeking a Junior Concierge to manage the VIP guest experience and assist guests in the superior rooms, delivering personalised experiences and aiming for excellence in guest satisfaction.

You will welcome guests on arrival, handle requests with upselling techniques, act as a city ambassador with local cultural options, coordinate butler services, resolve incidents, and help optimise resources using our guest-experience tools.

Qualifications

• A team player
• Strong knowledge of London
• Strong attention to detail
• Fluent communication - multiple languages would be beneficial

Responsibilities

• Manage the arrival of guests, ensuring that they have all the information about the hotel services and facilities during their stay.
• Efficiently manage all guests’ requests, in terms of information, requests and/or special services, applying upselling and cross-selling techniques to optimize the hotel’s extra revenues and committing to achieve their complete satisfaction.
• As a destination ambassador, they are responsible for being a city insider and bringing the local culture closer to the guest, offering them destination experiences according to their tastes and preferences.
• Coordinate butler services, committing to service excellence.
• Manage customer incidents, following the established protocols.
• Comply with the attributes, standards and manuals applicable to their department.
• Efficiently use the different customer experience management tools. Be aware of the Voice of the Customer results, complying with the defined improvement plans.
• Support with the digital experience of guests during their stay, as per the global strategy.
• Verify material orders following the set product guidelines, for better optimisation of economic resources.

Job description

Meliá White House in London is seeking a Junior Concierge to manage the VIP guest experience and assist guests in the superior rooms, delivering personalised experiences and aiming for excellence in guest satisfaction.

You will welcome guests on arrival, handle requests with upselling techniques, act as a city ambassador with local cultural options, coordinate butler services, resolve incidents, and help optimise resources using our guest-experience tools.