Head Concierge

Why Join Montcalm Collection

• Competitive salary that reflects your talent, contribution, and potential.
• Generous holiday allowance, starting at 28 days (including bank holidays) and increasing with service—supporting your life beyond work.
• Paid birthday leave, so you can celebrate your special day your way.
• We celebrate life’s milestones with you, offering generous gifts and financial support for special occasions such as weddings and the arrival of a new baby.
• Comprehensive wellbeing support, including free access to our Employee Assistance Programme provided by Hospitality Action, offering confidential support, wellbeing resources, and free legal advice.
• Tailored wellbeing experiences, from yoga sessions and life coaching to wellbeing workshops designed to support both mind and body.
• Cashback healthcare plan, covering dental, optical, physiotherapy, and alternative treatments—helping you stay at your best.
• Cycle to Work scheme, supporting a healthier and more sustainable lifestyle.
• Preferential gym membership rates, helping you maintain your health and vitality.
• Continuous learning and development opportunities, from hands‑on training to leadership masterclasses—empowering your career growth.
• Paid volunteering day, giving you the opportunity to support a charity close to your heart.
• Employee referral programme, rewarding you for bringing great talent into our teams.
• Complimentary meals on duty in our team restaurant.
• Exclusive room rate discounts across the Montcalm Collection.
• International hotel discounts through Marriott Bonvoy, giving you access to exceptional global experiences.
• City‑wide discounts and perks, with savings across retail, entertainment, essential services, fashion, and more.
• Recognition programmes, including vouchers and curated rewards that celebrate excellence and individuality.
• Elegant annual celebrations and social events, bringing our teams together to connect and celebrate in style.

Overview

The Head Concierge leads the concierge team in delivering exceptional, personalized service to guests, ensuring every request is handled with discretion, efficiency, and flair. This role is central to curating memorable experiences, acting as both a trusted advisor and brand ambassador.

Key Responsibilities

• Lead and supervise the concierge, doormen, and porter team to deliver excellent service.
• Provide personalized assistance with reservations, travel, entertainment, and cultural recommendations.
• Build and maintain relationships with trusted local partners and vendors.
• Ensure all VIPs and repeat guests receive tailored recognition and services.
• Oversee luggage handling, transport arrangements, and guest arrivals/departures.
• Oversee the daily operations of the concierge desk, ensuring adequate staffing level.
• Be present on the Lobby in the operational peak times.
• Maintain accurate guest preferences and histories in PMS.
• Train and develop concierge staff to uphold luxury service standards.
• Conduct regular performance reviews, provide feedback and foster professional growth within the team.
• Resolve guest concerns with professionalism and discretion.
• Collaborate with other departments to ensure a cohesive and elevated guest experience throughout the hotel.
• Maintain knowledge of rooms and their location, services and facilities of the hotels.
• Be knowledgeable about places, outlets and attractions in the area and educate team accordingly.
• Have knowledge of daily house count, arrivals/departures, VIPs, groups to be ready when service is required.
• Uphold safety, security, integrity and confidentiality at all times.
• Contribute to maintaining the hotel’s reputation for excellence.
• Follow company procedures, i.e GDPR, Health & Safety.
• Take active part in Fire Evacuation.
• Support the Director of Operations and General Manager with any tasks as required.

Skills & Qualifications

• Degree or diploma in Hospitality Management (or equivalent experience).
• Previous experience in a senior concierge role within luxury hospitality.
• Strong knowledge of London’s dining, cultural, and entertainment scene.
• Membership in Les Clefs d’Or aka The Golden Keys (preferred but not essential).
• Proficiency in Opera PMS or similar hotel systems.
• Fluent English required; additional languages are highly desirable.

Working Conditions

• Full-time position with flexibility for weekends and bank holidays.
• Direct engagement with guests in lobby and public areas.
• Standing for extended periods may be required.
• Occasional late hours to accommodate guest needs.

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.