Concierge (Full time and flexible opportunities)

As a Concierge at Cameron House, you will play a pivotal role in creating memorable experiences for our guests. You will be responsible for providing exceptional service by assisting guests with luggage, transportation, and other requests, ensuring their experience is seamless, welcoming and memorable. As an ambassador of the hotel, you will play a vital role in maintaining high service standards and enhancing guest satisfaction.

• Create a great first impression when anyone enters your department.
• Deliver 5* service, striving to exceed guest expectations in every interaction or task.
• Show a professional and helpful approach to all.
• Attend to challenges, guest complaints, and queries in a helpful manner.
• Anticipate what comes next and get on with the job, striving at all times to be the best that you can be.
• Know and promote our Cameron Signature experiences to all.

Job Knowledge

• Know what is expected of you and work to deliver excellence in everything you do.
• Do what’s needed in your job and look to support resort activities and our Clan values.
• Embrace training opportunities that are given to you to continuously build your job knowledge.
• Build a strong resort and product knowledge, allowing you to inform our guests and Clan.
• Seek clarification or request further training if needed to do your job to the best of your ability.

Communication and Organisational skills

• Smile, and walk tall, demonstrate 10 ft 5 ft and be polite and respectful.
• Keep verbal, written and email communication professional, clear, concise and appropriate, ensuring the right information reaches the correct person.
• Work in an organised and cost-effective way.

Team

• Be a great team member within your department contributing to the work of others in a positive manner.
• Support your colleagues to deliver our standards.
• Accept responsibility for your own actions when things go wrong and strive to make the improvements necessary.
• Take a genuine interest in our team, your department and our resort.

Dependability, Grooming and Appearance

• Be reliable by attending work on time, following procedure where this isn’t possible.
• Do what you are asked to do and more than expected if you are able.
• Assist those around you, and have a can-do approach.
• Wear your uniform with pride and present yourself well, always within Company Standards.
• Work in accordance with our Diversity at Work Policy and respect guests, owners, members, colleagues, suppliers and others as individuals.
• Always use respectful language and body language.

Initiative and productivity

• Show initiative and look at ways to improve what you do.
• Meet job standards within timescales and move through your daily tasks with a sense of urgency.
• Utilise your time effectively and seek out new things to do when tasks are complete.
• Seek out new ideas and positively embrace change.
• Try to find ways to increase sales or reduce costs.

Caring for our environment

• Follow our Green Committee standards and seek to reduce, reuse and recycle as you are trained.
• Comply with the requirements regarding Health and Safety, Food Safety, Licensing and other procedures relevant to your area and coach and support others to do the same.
• Be respectful and proud of your surroundings, indoors and outdoors and help keep things hygienic, clean, tidy and safe.
• Look after the tools and equipment supplied to you to complete your tasks to a high standard.

You’ll also be expected to deliver the following:

• Guest Experience Support: Provide personalized, friendly, and efficient service to all guests, ensuring their needs are met with discretion and professionalism.
• Assist guests with general inquiries, providing information on resort facilities, local attractions, dining options, and activities.
• Handle guest requests for special services such as room amenities.
• Transport Coordination: Assist in arranging transportation for guests, including airport transfers, private car services, and local travel.
• Ensure transport arrangements are confirmed and executed smoothly, providing guests with timely updates on pick-up times and locations.
• Maintain strong relationships with trusted transport providers, ensuring the highest standards of service and reliability.
• Personalized Guest Services: Anticipate guest needs and offer personalized recommendations, such as curated tours, local experiences, and leisure activities that enhance their stay.
• Handle VIP requests with the utmost attention to detail and discretion, ensuring an exceptional experience for high-profile guests.
• Porter and Luggage Assistance: Support the team in providing luggage handling and porter services, ensuring guest belongings are taken care of promptly and securely.
• Ensure that guests' luggage and personal items are delivered to rooms accurately and efficiently, maintaining a high standard of service.
• Team Collaboration: Work closely with fellow team members and the Head Concierge to ensure smooth operations and seamless guest experiences.
• Communicate effectively with other departments, such as Front Desk and Housekeeping to ensure coordination of guest needs.
• Share knowledge of local attractions, dining options, and cultural events to enhance the guest experience.
• Administrative Duties: Assist with updating concierge logs and tracking guest feedback to identify opportunities for improvement.
• Ensure that the concierge desk is well-organized, fully stocked, and ready to accommodate guest requests.

Benefits package: We offer a generous range of employee benefits, including free meals when on duty, pension scheme, refer-a-friend scheme, birthday lunches, long service awards, enhanced holidays, free Leisure Club Membership, employee care service, on-site discounts, supplier and local business discounts, and free parking.

While Cameron House itself offers a huge range of activities across 400 acres of Scottish countryside, there’s also the wider Loch Lomond and Trossachs National Park on your doorstep – just waiting to be explored in your free time.

This role description gives an overview of the key competencies and regular duties and responsibilities of your role, but it is not exhaustive. We also expect co-operation from managers to support the team in different areas of the operation where necessary to ensure guest service levels are maintained.