Job Description
Job Title: Concierge
Department: Concierge, Front of House
Inspired & supported by: Head Concierge
Salary: £35,847 (including service charge)
Your purpose will be: To deliver an exceptional, seamless guest service experience, creating memorable personalisation at every opportunity; building meaningful relationships with our guests throughout their stay securing their future loyalty. You will specialise as a concierge, whilst confidently taking on additional guest executive responsibilities as required to be an integral member of the team.
You will be accountable for:
* Passionately and expertly creating a 5 star luxury guest experience, characterised by flawless efficiency and authentic emotional connection
* Taking ownership of any guest request which comes your way seeing it through until completion
* Maximising internal communication networks, adapting to new working methods and supporting all key players to ensure a smooth guest journey
Your key responsibilities & contribution will be:
* Devising guest itineraries, making bookings and reservations while providing relevant recommendations to surprise and delight. Ensuring accuracy in the recording and communication of bookings.
* Promoting and nurturing positive relationships in the local area strengthening our position in the marketplace
* Having a thorough knowledge of the local area
* Confidently assisting with elements of the front desk operation including arrivals, check out and billing
* Assisting in providing in room/suite services – butler services, special/VIP room set ups, amenities, deliveries to rooms
* Driving revenue through upselling and cross selling.
* Communicating clearly with other teams and through RSM to ensure efficient service for our guests
* Seeking opportunities to surprise and delight our guests
* Meeting all service standards in every guest interaction
* Ensuring that deliveries for guests and colleagues are correctly recorded and delivered
* Ensuring the front hall is covered at all times and providing a warm welcome for all guests
* Paying keen attention to guest preferences and update profiles accordingly
* Flexibility to work different shifts including night shifts
Qualifications
What you will need to do this role:
Essential:
* Minimum 3 years’ experience in a Concierge related role in a luxury hospitality environment
* Excellent communication skills, both spoken and written with the ability to build rapport quickly and communicate well with people of all levels
* Enthusiastic and positive personality with the ability to build trusting relationships
* Ability to multi task and problem solve in a fast paced environment
* Keen eye for detail
* Previous experience of guest complaint handling and going the extra mile to meet guest needs
* Flexibility to work different shifts including night shifts
* Knowledge of OPERA PMS
Desirable:
* Knowledge of ALICE concierge system
Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues
Additional Information
* What’s in it for you?
* Competitive salary, pension, and life assurance
* 31–33 days of holiday (including public holidays)
*
* Cashback for wellbeing/healthcare expenses & Perkbox
* Exclusive discounts:
o Savoy, Fairmont, Raffles, and Accor hotels (friends & family rates included)
o 50% off at American & Beaufort Bars, Afternoon Tea, spa, florist, and select Gordon Ramsay restaurants
o 20% off at other Gordon Ramsay restaurants and Restaurant 1890
* Free stay at The Savoy after probation
* Colleague restaurant, interfaith prayer room and wellness room
* Laundry services for all colleagues
* Gym access, cycle-to-work scheme and Virgin Active membership discount
* Season ticket loan for commuting
* Employee assistance program
* English classes, optician reimbursements, and local discounts for F&B and retail