Head Concierge

Hyatt Hotels Corporation; Town of Thompson (NY); On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

12 complimentary nights a year across

Discounted hotel stays

Free meals on duty

Uniform provided and laundered

Headspace membership

50% dining discount

Career development opportunities

Job summary

Hyatt Hotels Corporation invites applications for a Head Concierge at a luxury London property to lead the Concierge and Door Host teams, delivering exceptional service and a seamless guest journey from arrival to departure.

You will maintain extensive knowledge of hotel services, attractions and exclusive partners, foster strong relationships with luxury providers, coach staff and oversee VIP arrivals, guest requests and service recovery to exceed expectations.

Qualifications

• Previous experience in a Concierge leadership role within a luxury hotel.
• Member of Les Clefs d'Or (Golden Keys) preferred.
• Excellent communication and leadership skills for a fast-paced luxury environment.
• Strong knowledge of the London hospitality and leisure market.

Responsibilities

• Lead the Concierge and Door Host teams, delivering exceptional service and a seamless guest experience.
• Provide highly personalised recommendations and arrange bespoke experiences, transportation, dining reservations and exclusive city experiences.
• Maintain comprehensive knowledge of hotel services, facilities, events and local attractions to promote revenue opportunities.
• Develop and maintain relationships with luxury service providers and local partners to secure exclusive experiences.
• Oversee VIP arrivals, departures and special requests, ensuring smooth guest journeys and excellent service recovery.
• Coach, develop and inspire the team through training, feedback and performance support.
• Monitor guest feedback and service trends to continually enhance the guest experience.

Skills

Concierge leadership

Luxury hospitality

Destination knowledge

Networking

Staff coaching

Job description

Close Inclusive Collection Job Postings Notification

"When you work in Hawaii, in addition to learning about the functional aspects of running a hotel — like the proper way to make a bed or how to best handle luggage — it’s critically important to understand Hawaiian culture and the spirit of ‘ohana, or ‘family.’ When opening the first Andaz property in Hawaii, our team participated in Hawaiian culture training to help us understand what ‘ohana truly means. "

Great Scotland Yard Hotel, part of The Unbound Collection by Hyatt, is a luxury hotel steeped in history, located just moments from Covent Garden and around the corner from Trafalgar Square in the heart of Westminster.

The hotel features 151 guestrooms and suites and blends historic character with contemporary design. Dining and bar experiences include Ekstedt at The Yard, a Scandinavian inspired restaurant celebrating open fire cooking, creative cocktails at the 40 Elephants Bar, an extensive whisky selection at Sibin, and Afternoon Tea in The Parlour.

Colleagues work in a distinctive and characterful environment delivering thoughtful and memorable service to guests exploring the culture, history and landmarks of central London.

Duties and responsibilities related to the Head Concierge role

Lead the Concierge and Door Host teams, ensuring exceptional service and a seamless guest experience at every stage of the journey.

Deliver highly personalised recommendations and arrange bespoke experiences, transportation, dining reservations and exclusive city experiences for guests.

• Maintain comprehensive knowledge of hotel services, facilities, events and local attractions to proactively promote revenue opportunities and enhance the guest experience.
• Develop and maintain strong relationships with luxury service providers, restaurants, cultural venues and local partners to secure exclusive experiences for guests.
• Support Front Office operational requirements during peak periods, ensuring effective communication, guest engagement and service recovery where required.

Oversee VIP arrivals, departures and special requests, anticipating guest needs and creating memorable moments that exceed expectations.

Work closely with Front Office and other hotel departments to ensure a smooth and coordinated guest journey from arrival through to departure.

Manage daily concierge operations, including guest deliveries, transportation arrangements, local partnerships and service requests.

Handle guest concerns professionally and efficiently, resolving issues with confidence and maintaining the highest standards of hospitality.

Coach, develop and inspire the team through training, performance support and regular feedback.

Monitor guest feedback and service trends, identifying opportunities to continuously enhance the guest experience.

About you

You are an established concierge professional and ideally a member of Les Clefs d'Or (Golden Keys), demonstrating extensive destination knowledge, an exceptional network of contacts and a commitment to delivering world-class service.

You will have previous experience in a Concierge leadership role within a luxury hotel environment, together with a strong understanding of the London hospitality and leisure market. You are passionate about creating exceptional guest experiences, thrive in a fast-paced setting and possess excellent communication, organisational and leadership skills. A proactive approach, attention to detail and the ability to build strong relationships with guests, colleagues and local partners are essential.

Benefits you will enjoy as a Head Concierge

• 12 complimentary nights a year across Hyatt Hotels worldwide
• Discounted hotel stays across Hyatt not just for you but also your family and friends from the day you start!
• Free meals on duty in our colleague restaurant
• Uniform provided and laundered complimentary
• Headspace membership and access to our Employee Assistance Programme
• 50% discount on food and beverages when you dine as a guest at selected Hyatt Hotels
• Continuous learning and development opportunities to provide you with a clear career path as well as job promotion opportunities across Hyatt Hotels worldwide

At Hyatt, our purpose is to care for people so they can be their best. Guided by our values of Empathy, Integrity, Respect, Inclusion, Experimentation and Wellbeing, we create an environment where colleagues feel supported and empowered to grow.

With more than 1,450 hotels and all-inclusive resorts across over 80 countries, Hyatt offers opportunities to build your career within a global hospitality company featured in Fortune’s 100 Best Companies to Work For.

At Hyatt, we open doors and turn jobs into careers. Here, individuality is celebrated, people are supported to thrive, and everyone is empowered to make a meaningful impact.

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