At a Glance
- Tasks: Deliver personalised guest experiences and manage requests with a smile.
- Company: Join the vibrant Meliá Hotels family, where your career can soar globally.
- Benefits: Enjoy hotel discounts, generous service charge, and 29 days holiday.
- Other info: Join a diverse team committed to innovation and sustainability.
- Why this job: Be the expert that creates unforgettable moments for guests in a dynamic environment.
- Qualifications: Experience in hospitality and a passion for exceptional service are key.
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
At Meliá Hotels International, our people are the heart of everything we do. Whether you’re building your hospitality career or expanding your expertise, you will be part of a culture defined by respect, collaboration and passion. From our newest talents to our most experienced professionals, we are all Very Inspiring People — and that includes you.
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. If you want to be a Very Inspiring Person, apply now and start your journey with Meliá.
Concierge in London employer: Guest Experience
Meliá Hotels International is an exceptional employer that offers a vibrant work culture where employees are valued as part of a supportive family. With global career opportunities across over 350 hotels, generous benefits including hotel discounts, a comprehensive health cash plan, and a commitment to personal and professional development, Meliá empowers its staff to thrive in their careers while delivering outstanding guest experiences. Join us at ME London, where your passion for hospitality can flourish in an environment that celebrates diversity and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Concierge in London
✨Tip Number 1
Get to know the company inside out! Research Meliá Hotels International and their values. When you understand their mission, you can tailor your conversations to show how you fit into their vision.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral — which is always a bonus!
✨Tip Number 3
Practice makes perfect! Prepare for common interview questions related to guest experience and service excellence. Role-play with a friend to boost your confidence and refine your answers.
✨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 genuinely interested in being part of the Meliá family.
We think you need these skills to ace Concierge in London
Some tips for your application 🫡
Show Your Passion for Hospitality:When writing your application, let your love for the hospitality industry shine through. Share experiences that highlight your dedication to providing exceptional guest service and how you’ve gone above and beyond in previous roles.
Tailor Your Application:Make sure to customise your application to reflect the specific requirements of the Concierge role. Mention your knowledge of the destination and any relevant experience that aligns with the responsibilities outlined in the job description.
Be Personable and Engaging:Your written application is your first chance to connect with us, so keep it friendly and engaging. Use a conversational tone that reflects your personality, as we’re looking for someone who can build rapport with guests effortlessly.
Proofread and Perfect:Before hitting send, take a moment to proofread your application. Check for any typos or grammatical errors, as attention to detail is key in our industry. A polished application shows us you care about making a great first impression!
How to prepare for a job interview at Guest Experience
✨Know Your Destination
As a Concierge, having in-depth 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 providing personalised service.
✨Showcase Your Service Skills
During the interview, be prepared to discuss specific examples of how you've gone above and beyond for guests in previous roles. Highlight your strong service orientation and ability to anticipate needs, as these are key traits Meliá is looking for in a candidate.
✨Practice Problem-Solving Scenarios
Expect to face situational questions that assess your problem-solving abilities. Think of scenarios where you had to manage guest requests or incidents effectively. Practising these responses will help you demonstrate your organisational skills and proactive mindset.
✨Emphasise Team Collaboration
Meliá values teamwork, so be ready to discuss how you've worked collaboratively in past roles. Share examples of how you contributed to a positive team environment and supported your colleagues, as this will show that you can thrive in their supportive culture.
