Montcalm East
United by timeless style and peerless service, Montcalm
Collection is London’s compendium of luxury hotels. Housed in elegant Georgian
townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped
skyscraper, each hotel reveals a different chapter in the city’s story. The
hotels in the collection include a storied city-slicker, housed in the former
headquarters of the Royal Mail: Montcalm Royal London House. A property with a
bold new perspective at Montcalm East, part of Marriott’s Autograph Collection.
And a duo of mindful hotels which set a slower pace: Inhabit, Southwick Street
and Inhabit, Queen’s Gardens, both part of Design Hotels.
Montcalm East, an Autograph Collection Hotel, with
pioneering architecture and a bold approach to life, the hotel reflects the
creative spirit of its Shoreditch setting. With a prime position on City Road
in East London, where arty Shoreditch meets progressive Silicon Roundabout. Old
Street Tube station is just a few steps away.
Overview
The Night Concierge works closely with the Front
Office Team and the General Manager on providing the luxury experience
throughout the guest journey from the moment they set eyes on our property,
throughout their journey experiencing our facilities to a post stay experience
should they need to call back regarding anything.
The Night Concierge exhibits meticulous eye for
detail, a passion for luxury and the ability to enhance customer experience.
Being the first point of contact for late arrivals, your role is critical to
creating lasting positive image, maintaining reputation and delivery of
unparalleled guest experiences via seamless encounters and meaningful, personalized
service delivery during the stay.
The Night Concierge is an ambassador of Montcalm
Collection and represents the brand and Company Values of belonging,
sensitivity, wellbeing, changemaking and sustainability with professionalism,
grace and warmth. This role involves managing guest requests, providing
personalized recommendations, assisting with late-night arrivals and
departures, and ensuring the safety and comfort of all guests during the
overnight hours.
Key Responsibilities
·Welcome
and assist guests with all inquiries and requests, ensuring that each
interaction exceeds expectations. Offer warm, personalized service tailored to
individual guest preferences.
·Assist guests with luggage, valet
parking, and provide a brief orientation of hotel facilities.
·Be
knowledgeable of in-house facilities and services and promote them in proactive
manner.
·Provide guests with detailed information on
local attractions, dining, shopping, entertainment, and cultural experiences.
Stay informed about the latest events and activities in the area.
·Arrange and confirm reservations for dining,
transportation, spa services, tours, and other guest activities. Secure tickets
for shows, events, and special experiences.
·Coordinate with transportation services to
ensure seamless travel experiences, including airport transfers, car rentals,
and private chauffeur services.
·Address and resolve guest concerns and
complaints promptly, ensuring that all issues are handled with the highest
level of discretion and professionalism.
·Maintain clear and open communication with
guests, team members, and external vendors. Ensure that guest preferences and
special requests are communicated to the appropriate departments.
·Maintain an up-to-date knowledge of the
surrounding area, including new and upcoming attractions, restaurants, and
events. Establish relationships with local businesses to provide exclusive
offers and experiences to guests.
·Assist guests with planning their daily
itineraries, considering their interests, preferences, and any special
occasions.
·Uphold the highest standards of luxury service,
ensuring that all guest interactions reflect the property’s commitment to
excellence.
·Ensure that the Lobby and Public Areas are
always kept clean and tidy.
·Answer and manage incoming calls and emails
ensuring all communication is handled professionally and efficiently.
·Conduct regular guest interactions to
gather feedback and enhance their stay experience,
·Maintain clear and effective
communication with other hotel departments (housekeeping, front office, room
service) to ensure guest needs are met.
·Liaise with the day team to ensure
seamless transition between the shifts.
·Assist Luggage Porters and Receptionist with
their duties as required, so no guest is waiting for the service.
·Assist the Management in any tasks introduced to
enhance the guest journey or the positively impact the business.
·Monitor hotel premises to ensure the safety and
security of all guests and staff.
·Respond to emergency situations calmly
and efficiently, following hotel protocols.
·Conduct regular patrols of the property
and report any suspicious activity.
This job description sets out
the main responsibilities related to the role at Montcalm Collection. It is not
intended to be exhaustive, and duties may be varied from time to time as
required by management to meet the needs of the business.
Skills & Qualifications
·High attention to detail and commitment to a
luxury quality service.
·A friendly and approachable attitude with a
genuine passion for hospitality.
·Impeccable grooming and presentation standards.
·Ability to work under pressure and handle
challenging situations with grace.
·Flexibility to adapt to changing guest needs and
preferences.
·Problem-solving skills with a focus on guest
satisfaction.
·Strong organisational skills and
multitasking abilities.
·Exceptional customer service skills with
a passion for delivering a luxury guest experience.
·Excellent communication, problem-solving,
and organizational skills.
·High level of professionalism, discretion
and integrity.
·Fluency in multiple languages is a plus.
·Ability to work independently and manage time
effectively.
·Previous experience in a concierge, front desk,
or customer service role, preferably in a luxury hotel environment.
·Proficiency in hotel management software (e.g.,
Opera, PMS) is a plus.
Working Condition
·Must be available to work overnight shifts,
including weekends and holidays.
·Physical demands such as being on the feet for
long periods of time and manual handling, i.e. handling luggage.
Benefits
* Competitive salary.
* A supportive, empowering team environment.
* Benefits platform with various discounts.
* 28 holidays including eight bank holidays, with more holidays after two-year service.
* Cash-back health benefits, including optical, dental, chiropractor and physio services.
* Discounted gym membership.
* Access to Wellbeing platform and sessions, including EAP.
* Awards and Recognition Programme.
* Annual parties.
* Regular and ongoing training and development, including leadership workshops.
* Enjoy a paid day off to celebrate your birthday – because your special day matters!
Eligibility
Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.
Equal Opportunity Employer
At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice.
Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.
Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role.
Please note that we do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for these roles without prior agreement per role in writing from our Head of Human Resources, will be considered the property of the company and will not be subject to agency fees.