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- Tasks: Lead the Concierge team to deliver exceptional luxury service and guest experiences.
- Company: Fairmont Cheshire, The Mere - a distinguished luxury destination in Cheshire.
- Benefits: Exclusive discounts, competitive salary, 28 days holiday, and unique team culture.
- Why this job: Join a passionate team and create unforgettable moments for guests in a stunning environment.
- Qualifications: 3+ years of Concierge management experience and strong leadership skills.
- Other info: Opportunities for training, development, and career growth in luxury hospitality.
The predicted salary is between 36000 - 60000 £ per year.
Location: On-site in Knutsford, Cheshire, North-West England (not remote). Fairmont Cheshire, The Mere is one of the North West’s most distinguished luxury destinations. Nestled in the heart of the Cheshire countryside and surrounded by a championship golf course, the resort combines Fairmont’s world-renowned elegance with the warmth and character of its local heritage. Renowned for exceptional service and attention to detail, Fairmont Cheshire, The Mere offers guests an indulgent escape featuring world-class spa experiences, exceptional dining, and outstanding leisure facilities.
Your Purpose: Fairmont Cheshire, The Mere is seeking a Head Concierge to lead our front‑of‑house guest experience and ensure the highest standards of luxury service. This role oversees the daily operation of the Concierge team, ensuring seamless communication, exceptional guest support, and a polished lobby environment. The Head Concierge is responsible for recruiting and developing colleagues, maintaining service standards, coordinating VIP arrivals, and ensuring the safe, efficient handling of all guest enquiries and deliveries.
Responsibilities:
- Lead the Concierge team, including recruitment, training, and performance management.
- Ensure exceptional service standards, maintaining a GAP analysis score of no less than 90%.
- Oversee departmental rosters, ensuring adequate staffing and effective communication with Night Manager.
- Manage guest services, including prompt handling of messages, parcels, and courier services.
- Maintain comprehensive knowledge of hotel facilities, local area, and VIP guests.
- Coordinate with Reception/Front Office and Airport Services for seamless VIP arrivals and departures.
- Oversee maintenance of Concierge equipment and purchasing requirements.
- Conduct regular departmental meetings and maintain cooperative relations with other departments.
- Ensure compliance with Health and Safety legislation and attend relevant training courses.
- Maintain cleanliness and presentation of the Concierge desk, hotel entrance, and lobby.
- Develop and implement innovative guest service initiatives to enhance the overall guest experience.
- Manage and resolve complex guest inquiries, requests, and complaints in a timely and professional manner.
- Establish and maintain relationships with local businesses, attractions, and service providers to secure preferential rates and exclusive experiences for guests.
- Prepare and analyse monthly reports on guest satisfaction, team performance, and departmental efficiency.
- Collaborate with the Marketing team to promote concierge services and create bespoke guest experiences.
Qualifications:
- Minimum 3 years of Concierge management experience in a luxury or high-volume environment.
- A recognized Diploma or Certification in Hospitality or Spa Management is highly preferred.
- Proven ability to coach team members and deliver strong results in guest satisfaction, colleague engagement, and profitability.
- Excellent reading, writing and oral proficiency in English language.
What is in it for you?
- Exclusive Discounts: Fairmont Cheshire, The Mere, Spa and Golf discount, Fairmont, Raffles, and Accor Hotels (friends and family rates are included).
- 20% off food and beverage in on-site restaurants.
- Being part of The Mere Team – our culture is unique! You will benefit from training and development opportunities.
- Competitive salary and benefits including pension.
- 28 days of holiday including public holidays.
- 1-5 days service award based on length of service.
- Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide.
- And last but not least you will get to work with a team of EXTRAORDINARY people.
Head Concierge employer: Fairmont Hotels & Resorts
Contact Detail:
Fairmont Hotels & Resorts Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head Concierge
✨Tip Number 1
Network like a pro! Connect with people in the hospitality industry, especially those who work at Fairmont Cheshire, The Mere. Attend local events or join online groups to get your name out there and learn about any hidden job opportunities.
✨Tip Number 2
Show off your personality! When you get an interview, let your passion for luxury service shine through. Share stories that highlight your experience and how you’ve gone above and beyond for guests in the past.
✨Tip Number 3
Research is key! Familiarise yourself with Fairmont’s values and the unique offerings of The Mere. This will help you tailor your approach and demonstrate that you’re genuinely interested in being part of their team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Fairmont family and ready to contribute to their exceptional guest experience.
We think you need these skills to ace Head Concierge
Some tips for your application 🫡
Show Your Passion for Hospitality: When writing your application, let your love for luxury service shine through! We want to see how you connect with the essence of hospitality and what makes you excited about creating unforgettable guest experiences.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for the Head Concierge role. Highlight your relevant experience in luxury environments and any specific achievements that demonstrate your ability to lead a team and enhance guest satisfaction.
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured documents that are easy to read. Use bullet points where necessary to showcase your skills and experiences effectively.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Fairmont Cheshire, The Mere.
How to prepare for a job interview at Fairmont Hotels & Resorts
✨Know Your Luxury Service Standards
Before the interview, brush up on the luxury service standards that Fairmont is known for. Understand what exceptional service looks like and be ready to discuss how you’ve implemented these standards in your previous roles.
✨Showcase Your Leadership Skills
As a Head Concierge, you'll be leading a team. Prepare examples of how you've successfully recruited, trained, and managed a team in the past. Highlight any innovative guest service initiatives you've developed to enhance the guest experience.
✨Familiarise Yourself with the Local Area
Since the role involves coordinating with local businesses and attractions, make sure you know the key spots in Knutsford and the surrounding areas. Be ready to suggest how you would create exclusive experiences for guests based on local offerings.
✨Prepare for Scenario-Based Questions
Expect questions about handling complex guest inquiries or complaints. Think of specific situations where you resolved issues effectively and be prepared to explain your thought process and the outcome.
