VIP Concierge: Luxury Guest Experience Lead

Guest Experience; Greater London; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

28 days holiday

Pension scheme

Friend referral £500

Dental and health cover

Melia discounts

Online learning platform

Awards and recognition

Career progression

Perks at Work discounts

Meals on duty

Laundry on site

Job summary

Meliá White House is looking for a Junior Concierge to manage the VIP guest experience and guests in the hotel’s superior rooms. You will offer personalised city experiences, coordinate butler services and ensure peak guest satisfaction while representing the brand across London.

You will welcome guests, handle requests, upsell services, and ensure smooth communication with departments. The role offers development opportunities and a dynamic, team-driven environment near Regent’s Park.

Qualifications

• A team player with strong knowledge of London.
• Fluent communication; multiple languages beneficial.
• High attention to detail and client-focused.
• Excellent interpersonal skills and presentation.

Responsibilities

• Manage guest arrivals and provide information about hotel services.
• Handle guest requests with upselling and cross-selling where appropriate.
• Act as destination ambassador by offering local experiences.
• Coordinate butler services and maintain service excellence.
• Manage customer incidents following established protocols.
• Use customer experience tools and monitor Voice of the Customer results.
• Assist with digital guest experiences and resource planning.
• Verify material orders according to product guidelines.

Skills

Strong knowledge of London

Fluent communication

Team player

Attention to detail

Job description

Meliá White House is looking for a Junior Concierge to manage the VIP guest experience and guests in the hotel’s superior rooms. You will offer personalised city experiences, coordinate butler services and ensure peak guest satisfaction while representing the brand across London.

You will welcome guests, handle requests, upsell services, and ensure smooth communication with departments. The role offers development opportunities and a dynamic, team-driven environment near Regent’s Park.