THE EXCITING OPPORTUNITY
We opened the first 5* Hotel in Liverpool; The Municipal
Hotel & Spa MGallery in May 2023 and have reset the clock within this
historic building, bringing it back to life. Our Heartists® aspire to
create memorable, heartfelt moments for all life enjoyers to experience unique
stories from the past but also to immerse themselves into our hospitality,
creating their own astonishing tales of MGallery magical moments. We
boast 179 stunning bedrooms set in a remarkable and inspiring landmark of the
city. Time is of essence and at the heart of The Municipal’s story. The
iconic clock tower and bells giving the tempo to a timeless melody.
Various restaurants, bars and a state-of-the-art spa sanctuary experience, will
offer everyone the place to have the time of their lives, pause the clock and
embark upon their own magical journey with MGallery.
MGallery –
Boutique hotels with one-of-a-kind designs (accor.com)
A DAY IN THE LIFE OF A HEAD CONCIERGE AT THE 5★
MUNICIPAL HOTEL & SPA MGALLERY
We are seeking an exceptional Head Concierge to lead
our concierge and guest experience function within one of Liverpool’s most
prestigious luxury hotels.
This is a pivotal leadership role for a service-driven
professional with outstanding local knowledge, refined communication skills,
and a passion for delivering seamless, personalised guest journeys. You will be
the face of the hotel experience, ensuring every arrival, stay and departure is
handled with warmth, precision and true 5★ excellence.
Reporting to the Front Office Management and Senior
Leadership Team, you will take full ownership of the Concierge operation and
act as a key ambassador for both the hotel, your team and the city of Liverpool
Key responsibilities include:
·
Leading the Concierge and Porterage team to
deliver an exceptional, intuitive and personalised guest experience from
arrival to departure
·
Acting as the ultimate local expert for
Liverpool, providing curated recommendations, reservations and insider
knowledge tailored to each guest
·
Overseeing VIP guest arrivals, special occasions
and high-profile stays with meticulous attention to detail
·
Managing guest requests efficiently, ensuring
seamless coordination across Front Office, Housekeeping, Food & Beverage
and external partners
·
Building strong relationships with local
attractions, restaurants, authorised transport providers and luxury service
partners to enhance the guest journey
·
Anticipating guest needs and proactively
creating memorable “above and beyond” experiences
·
Leading rota planning, training and performance
development within the concierge team
·
Ensuring smooth arrival and departure
experiences, including valet coordination, luggage handling and lobby
operations
·
Handling guest feedback and service recovery
with professionalism, empathy and urgency
·
Supporting Front Office leadership in
maintaining exceptional service standards and operational efficiency
·
Championing brand standards and embodying the
MGallery philosophy of meaningful, story-driven hospitality.
WHAT WE’RE LOOKING FOR
·
Proven experience in a luxury hotel concierge or
Front Office leadership role
·
Strong knowledge of Liverpool’s hospitality,
cultural and entertainment scene (or proven ability to build it quickly)
·
Exceptional communication and interpersonal
skills with a natural flair for guest engagement and team motivation to deliver
the same standards of hospitality
·
A confident leader with experience managing and
inspiring frontline service teams
·
Highly organised, calm under pressure and able
to multitask in a fast-paced environment
·
A proactive problem-solver with a “can do”
attitude and strong attention to detail
·
Passionate about delivering personalised,
memorable guest experiences at the highest level
·
Committed to excellence and aligned with the
values of luxury hospitality
WHAT WE OFFER
When you become one of our Heartists®, you will also be a
member of the Accor and RBH group with all the benefits that brings. The ALL
Heartists® program is the benefits programme dedicated to Accor Heartists®.
It provides employees with the opportunity to enjoy memorable experiences
throughout the year, thanks to preferential rates in hotels and exclusive
discounts with a wide range of partners. The RBH company benefits extend
these offerings across RBH Managed hotels, Hapi Benefits, Refer and Reward Schemes,
an extra day’s holiday for your birthday and pension scheme. To conclude
this power trio, we have The Municipal Hotel benefits with friends and family
rates, discounts, free meals on duty, gratuities, discounted local parking and
social events. What’s not to love?
You will have access to a benefits package we believe
truly works for our people and enhances our overall culture... To
learn more about our full benefits package, click here to
watch our RBH employee benefits video.
JOIN OUR FAMILY
Belong in a place where you can be yourself and love what
you do. Join our hotel community and we will support you to realise your
true potential. You will be part of a team where everyone’s contribution is
valued. We will empower you to bring ideas to elevate our services,
creating personalised experiences for guests. Help them to feel special,
and we will do the same for you.