Head Concierge

United by timeless style and peerless service, Montcalm Collection is London’s compendium of luxury hotels. Housed in elegant Georgian townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped skyscraper, each hotel reveals a different chapter in the city’s story. The hotels in the collection include a historic brewery, reimagined as a vibrant modern hotel: Montcalm Brewery. A property with a bold new perspective at Montcalm East, part of Marriott’s Autograph Collection. And a duo of mindful hotels which set a slower pace: Inhabit, Southwick Street and Inhabit, Queen’s Gardens, both part of Design Hotels. A coveted retreat in the heart of the city Montcalm Royal London House revitalizes a mid-century gem near Liverpool Street. Combining classic charm with modern flair, its tech-equipped rooms overlook Finsbury Square. A serene urban spa and rooftop eatery boasting skyline vistas add to its allure.

Montcalm Royal London House is looking for a skilled and ambitious Head Concierge to join our team. You will play a pivotal role by providing personal and exceptional service to all guests in accordance with our brand standards. Help to shape the Montcalm Collection’s next chapter and showcase your skills. Become a trusted ambassador for one of our hotels and take advantage of the opportunity to move between properties, achieving the service and product delivery standards for the department with a high degree of customer care and service.

Key Responsibilities:

• Lead, train, and inspire the concierge team to deliver world-class service.
• Develop and maintain a culture of excellence, ensuring every team member is aligned with the hotel’s service standards and goals.
• Conduct regular performance reviews, provide feedback, and foster professional growth within the team.
• Act as the primary point of contact for VIP guests, ensuring their needs are anticipated and met with discretion and professionalism.
• Provide expert recommendations for dining, entertainment, shopping, and cultural activities, both locally and internationally.
• Handle all guest inquiries and requests, including transportation, reservations, and special arrangements, with efficiency and confidentiality.
• Uphold and promote the hotel’s standards of luxury and service in all guest interactions.
• Personally oversee the planning and execution of special events, ensuring that every detail aligns with guest expectations.
• Respond to and resolve guest complaints with empathy and a focus on providing immediate, satisfactory resolutions.
• Maintain strong relationships with local businesses, restaurants, and attractions to ensure guests have access to exclusive offers and experiences.
• Act as an ambassador for the hotel within the local and global community, enhancing its reputation as a premier luxury destination.
• Collaborate with other departments to ensure a cohesive and elevated guest experience throughout the hotel.
• Oversee the daily operations of the concierge desk, ensuring it is staffed and managed efficiently.
• Manage the concierge budget, tracking expenses and ensuring cost-effective operations without compromising service quality.
• Continuously evaluate and improve concierge services based on guest feedback and industry trends.
• Maintain knowledge of rooms and their locations, services and facilities of the hotel.
• Maintain knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements.

Essential Qualifications and Attributes:

• Must be a current and active member of Les Clefs d’Or (Golden Keys), with a proven track record in luxury hospitality.
• Minimum of 5 years of experience as a concierge in a luxury hotel environment, with at least 2 years in a leadership role.
• Exceptional interpersonal and communication skills, with fluency in English (additional languages are a plus).
• Strong organizational abilities and attention to detail.
• Deep knowledge of the local area, as well as global luxury travel trends and destinations.
• Ability to handle high-pressure situations with grace and professionalism.
• Proficiency in using concierge management software and other hotel systems.
• Impeccable presentation and a professional demeanour.
• A genuine passion for hospitality and guest satisfaction.
• Innovative and resourceful, with the ability to think creatively to enhance guest experiences.

Benefits:

• Benefits platform with various discounts.
• Wellbeing support, workshops and advice.
• 28 holidays including eight bank holidays, with more holidays after two-year service.
• Celebrate your special day with a fully paid day off on your birthday.
• After completing your probation, enjoy a paid day to support a cause of your choice and give back to the community.
• Cash-back health benefits, including optical, dental, chiropractor and physio services.
• Discounted gym membership.
• Access to Wellbeing platform and sessions, including EAP.
• Awards and Recognition Programme.
• Regular and ongoing training and development, including leadership workshops.

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.

Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.

Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role.