At a Glance
- Tasks: Deliver personalised guest experiences and manage requests with a proactive approach.
- Company: Join the vibrant Meliá Hotels International family with global opportunities.
- Benefits: Enjoy hotel discounts, generous service charge, and 29 days’ holiday.
- Other info: Diverse and inclusive workplace with excellent career growth potential.
- Why this job: Be an ambassador for unique experiences and elevate guest satisfaction.
- Qualifications: Experience in hospitality, strong communication skills, and a passion for service.
The predicted salary is between 30000 - 40000 £ per year.
Joining Meliá Hotels International is to embark on a journey without borders, where your potential to grow, lead and inspire has no limits. It’s knowing that the world is yours — that you can elevate your career across countless destinations, all while being part of one warm, supportive, and passionate family.
Concierge Department: Guest Experience
Location: ME London
Reports to: Head Concierge
Package: £14.76 per hour + Service Charge approx £4K per year
Working Pattern: 4 days on / 4 days off
What’s in it for you?
- Global career opportunities across more than 350 hotels
- Hotel discounts for you, your friends & family across the globe
- Generous hotel service charge
- Life Assurance x3 Salary
- Health cash plan & discounted dental & optical cover
- Company pension scheme
- Loyalty rewards & refer‑a‑friend bonus (£500)
- 29 days’ holiday including bank holidays
- Access to Meliá’s global e‑learning platform for personal & professional development
- High‑street savings through Perks at Work
- Meals on duty
Mission
As Concierge, you will act as an expert prescriber and authentic ambassador of the destination, responsible for receiving and managing guest requests while delivering personalised services and unique experiences. You will play a key role in ensuring guest satisfaction by tailoring recommendations, anticipating needs and exceeding expectations. Through your strong service orientation and excellent knowledge of the destination, you will contribute to delivering exceptional guest experiences and supporting the hotel’s reputation for service excellence.
Key Responsibilities
- Deliver destination experiences aligned with the hotel’s strategy, offering guests personalised services and products based on their preferences.
- Manage all guest requests efficiently, ensuring timely responses and applying upselling and cross‑selling techniques to maximise additional hotel revenue.
- Personalise each guest’s stay by anticipating needs and ensuring an exceptional customer experience that exceeds expectations.
- Manage guest incidents and requests in line with established service protocols and procedures.
- Ensure full compliance with departmental attributes, service standards, and operational manuals.
- Utilise guest experience management tools effectively and remain aware of Voice of the Customer results, supporting defined improvement plans.
- Maintain and support the Sensory Architecture defined for the concierge and guest experience areas.
- Verify material orders according to product guidelines, ensuring efficient use of resources and cost optimisation.
What we’re looking for
- Training in Tourism, Social Sciences, Public Relations or a related field
- Minimum 2 years’ experience in a similar concierge or hospitality role
- Excellent knowledge of the destination and local experiences
- Strong service orientation with a passion for delivering personalised guest experiences
- Ability to work collaboratively as part of a team
- Excellent communication and interpersonal skills
- Strong organisation, planning and problem‑solving abilities
- Proactive mindset with attention to detail and innovation
- Proficiency in Microsoft Office 365 and hotel management systems
- Advanced English required; additional languages are an advantage
Our Commitment to Diversity & Inclusion: We are proud to be an equal opportunity employer. We celebrate diversity and strive to create an inclusive and accessible environment for all. At Meliá, we believe our differences make us stronger and help drive innovation. We are also committed to sustainability, building a responsible present and a better future.
Concierge in City of Westminster employer: Guest Experience
Meliá Hotels International is an exceptional employer that offers a vibrant work culture and unparalleled opportunities for career growth across its global network of over 350 hotels. As a Concierge at ME London, you will be part of a supportive family that values diversity and inclusion, while enjoying generous benefits such as hotel discounts, a comprehensive health plan, and access to professional development resources. With a focus on delivering personalised guest experiences, you will thrive in an environment that encourages innovation and excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Concierge in City of Westminster
✨Tip Number 1
Get to know the company inside out! Research Meliá Hotels International and their values. When you walk into that interview, show them you’re not just another candidate; you’re someone who genuinely connects with their mission and culture.
✨Tip Number 2
Practice your people skills! As a concierge, you’ll be the face of the hotel. Role-play common guest scenarios with friends or family to sharpen your responses and ensure you can handle requests with ease and charm.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips about the interview process and what it’s really like to work at Meliá. Plus, a referral never hurts!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll have access to all the latest job openings and updates directly from Meliá.
We think you need these skills to ace Concierge in City of Westminster
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. Share a bit about your passion for hospitality and how you connect with guests.
Tailor Your Application:Make sure to customise your application for the Concierge role. Highlight your experience in delivering personalised guest experiences and any knowledge of the local area that sets you apart. We love seeing how you can contribute to our team!
Be Clear and Concise:Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your skills and experience at a glance.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application directly. Plus, you’ll find all the details you need about the role and our amazing company culture there.
How to prepare for a job interview at Guest Experience
✨Know Your Destination Inside Out
As a Concierge, having an excellent knowledge of the local area is crucial. Research popular attractions, hidden gems, and unique experiences that you can recommend to guests. This will not only impress your interviewers but also show your passion for delivering personalised guest experiences.
✨Showcase Your Service Orientation
During the interview, share specific examples of how you've gone above and beyond for guests in previous roles. Highlight your ability to anticipate needs and tailor experiences. This will demonstrate your strong service orientation and commitment to guest satisfaction.
✨Practice Your Communication Skills
Excellent communication is key in a concierge role. Prepare to discuss how you handle guest requests and incidents. Practise articulating your thoughts clearly and confidently, as this will reflect your interpersonal skills and ability to work collaboratively within a team.
✨Be Proactive and Detail-Oriented
Show your proactive mindset by discussing how you’ve identified opportunities to enhance guest experiences in the past. Mention any innovative solutions you've implemented. This will highlight your attention to detail and problem-solving abilities, which are essential for exceeding guest expectations.
