Head Concierge | Job in Wiltshire

We are currently seeking a highly skilled and dedicated Head Concierge to join our esteemed team at our luxurious property located in the South West region. In this pivotal role, you will be responsible for providing exceptional guest services, ensuring a memorable experience for every visitor, and maintaining the highest standards of professionalism and hospitality.

Key Responsibilities:

• Deliver exceptional guest service by anticipating and addressing guest needs promptly and efficiently.
• Maintain knowledge of the local area to provide accurate and relevant information to guests.
• Manage and coordinate all concierge services, including but not limited to, arranging transportation, booking restaurants, scheduling tours, and handling other special requests.
• Collaborate with various departments to ensure seamless guest experiences.
• Ensure the concierge area is always well-stocked and clean, presenting a welcoming environment for guests.
• Train, mentor, and supervise concierge staff as needed.
• Continuously strive to improve guest services through feedback and industry trends.

Qualifications:

• Proven experience in a luxury hospitality setting as a Head Concierge or similar role.
• Exceptional communication skills, both written and verbal.
• Strong knowledge of local area and ability to provide accurate and up-to-date information.
• Excellent problem-solving skills and the ability to handle a variety of tasks simultaneously.
• Demonstrated ability to work effectively in a team environment.
• Exceptional attention to detail and commitment to maintaining high standards of service.
• Ability to work flexible hours, including weekends and holidays.
• Strong computer skills, including proficiency in Microsoft Office Suite and hotel management systems.

We are looking for an individual who embodies our values of exceptional service, teamwork, and continuous improvement. If you are a passionate and dedicated professional seeking a challenging and rewarding role, we encourage you to apply for this exciting opportunity.

Required Skills

*Required Skills (Head Concierge) *

• Exceptional customer service skills: Ability to handle guest inquiries and requests professionally, efficiently, and with a positive attitude.

• Strong organizational skills: Ability to manage multiple tasks simultaneously, prioritize effectively, and ensure timely completion of all assigned duties.

• Excellent communication skills: Proficient in written and spoken English. Ability to communicate effectively with guests, staff, and vendors.

• Knowledge of local attractions and services: Extensive knowledge of the South West region, including tourist spots, restaurants, shopping areas, transportation options, and local events.

• Flexibility: Availability to work on various shifts, including weekends and holidays as required.

• Problem-solving skills: Ability to quickly and effectively address guest issues or complaints in a calm and professional manner.

• Attention to detail: Able to handle tasks accurately and meticulously, ensuring guest satisfaction at all times.

• Technical proficiency: Familiarity with hotel management systems and reservation software is highly desirable.

• Strong leadership skills: Ability to lead, train, and supervise a team of concierge staff, ensuring high levels of service quality and guest satisfaction.

• Discrete and trustworthy: Able to handle sensitive or confidential information with discretion and professionalism.

• Adaptable: Able to work effectively in a fast-paced environment and adjust to changes as necessary.

• Language skills (optional): Knowledge of additional languages, particularly those commonly spoken by visitors to the South West region, may be advantageous.

• Hospitality background: Prior experience working in a high-end hotel or similar establishment is highly desirable.

• Certifications (optional): Current Concierge training certification from institutions such as the American Hotel & Lodging Association or equivalent is a plus.

Applicant Profile

I am a highly experienced and service-oriented professional seeking the exciting opportunity to serve as the Head Concierge at your esteemed establishment in the South West region. With over 10 years of experience in the hospitality industry and a proven track record of delivering exceptional guest experiences, I believe I would be an excellent fit for your team.

• Extensive experience as a Head Concierge or similar role in high-end hotels or resorts

• Excellent interpersonal and communication skills

• Strong problem-solving abilities with the ability to remain calm under pressure

• Adept at using technology for guest management, reservations, and communications

• Knowledgeable about local attractions, events, and points of interest

• Ability to work flexible hours, including evenings, weekends, and holidays

• Managed a team of concierges, providing exceptional guest service and ensuring a seamless guest experience

• Maintained relationships with local vendors, attractions, and service providers to ensure the best options for guests

• Coordinated transportation, reservations, and special requests for guests

• Developed and implemented training programs for new concierge staff

• Worked closely with hotel management to improve guest satisfaction scores and drive repeat business

• Assisted guests with a wide range of requests, including dining reservations, transportation arrangements, and ticket purchases

• Maintained accurate records of guest interactions and requests

• Collaborated with hotel staff to ensure timely resolution of guest issues

• Conducted regular audits of concierge services to identify areas for improvement

I am excited about the opportunity to bring my unique blend of experience and skills to your team as Head Concierge. I am confident that I can contribute significantly to the success of your establishment and provide unparalleled service to your guests. Please find attached my resume for further details, and I look forward to discussing this exciting opportunity with you at your earliest convenience.

Sincerely,

Position Details

At our esteemed luxury hotel nestled in the heart of South West, we are seeking a dynamic and highly-skilled Head Concierge to join our exceptional team. This is an opportunity for an experienced hospitality professional who thrives on delivering exceptional service and maintaining a high level of guest satisfaction.

• Provide exceptional guest service by anticipating, recognizing and responding to guests' needs effectively and efficiently.

• Maintain comprehensive knowledge about the hotel, local area, events, attractions, dining options, and transportation services to offer relevant recommendations and suggestions.

• Act as a liaison with external suppliers (e.g., limousine services, florists, tour companies) to ensure smooth coordination of guest requests.

• Develop and maintain positive working relationships with guests, colleagues, and third-party vendors.

• Ensure the concierge area is clean, tidy, and well-stocked at all times to create a welcoming environment for guests.

• Collaborate with other departments (e.g., housekeeping, maintenance) to resolve guest issues promptly and professionally.

• Continuously seek opportunities to enhance the guest experience and identify areas of improvement within the concierge department.

• Adhere to all hotel policies and procedures while adhering to brand standards.

• Provide training and guidance to junior concierge staff members, ensuring they are equipped with the necessary skills to deliver exceptional service.

• Actively participate in team meetings and contribute ideas for process improvements or new services.

• Proven experience as a Head Concierge or similar role within the luxury hospitality industry.

• Strong interpersonal and communication skills, with an ability to build rapport quickly with guests and colleagues alike.

• Demonstrated knowledge of local attractions, events, and dining options in South West.

• Exceptional problem-solving abilities and attention to detail.

• Ability to work flexible hours, including evenings, weekends, and holidays as required by the hotel's operations.

• Proficiency in using various computer systems, such as reservation software, guest management systems, and Microsoft Office Suite.

• A passion for delivering exceptional customer service and creating memorable experiences for guests.

• Ability to work collaboratively with other departments to ensure a seamless guest experience.

• A valid driver's license and clean driving record, where applicable (e.g., when using hotel vehicles for guest transportation).

• A degree or diploma in Hotel Management or a related field is considered an asset.

By joining our team as the Head Concierge, you will be part of a dynamic and supportive work environment that values growth, innovation, and exceptional service. If you are passionate about hospitality, thrive on exceeding guests' expectations, and seek a challenging yet rewarding role, we encourage you to apply for this exciting opportunity today!

Expected Duties

*Expected Duties: Head Concierge *

In this pivotal role as the Head Concierge, you will be responsible for overseeing and delivering exceptional guest services at our luxury establishment in South West. Your primary objective is to provide unparalleled hospitality, ensuring every guest's needs are met promptly and professionally, fostering a memorable experience that reflects our commitment to excellence.

• *Guest Services Management:

• Oversee daily concierge operations, including handling guest requests, reservations, and inquiries in a timely and efficient manner. Ensure all requests are accurately documented, addressed, and followed up on.

• *Team Leadership and Training:

• Supervise the Concierge team, setting performance standards, providing feedback, and facilitating ongoing professional development to maintain a highly effective and engaged workforce.

• *Communication and Collaboration:

• Liaise with various departments within the hotel, including housekeeping, maintenance, dining services, and security, to ensure seamless delivery of requested services and to address any guest concerns promptly.

• *Local Knowledge and Expertise:

• Demonstrate extensive knowledge of the local area, attractions, events, and services, offering valuable recommendations to guests that enhance their overall experience.

• *Vendor Relationship Management:

• Develop and maintain positive relationships with local vendors, such as taxi services, tour operators, and florists, to ensure a reliable network of providers for guest needs.

• *Quality Assurance:

• Regularly review and improve concierge services, incorporating feedback from guests and team members to identify areas for enhancement and implement effective solutions.

• *Problem-Solving Skills:

• Respond effectively to any issues or emergencies that may arise, utilizing your strong problem-solving skills to find swift resolutions while maintaining a calm and professional demeanor.

• *Compliance and Policy Enforcement:

• Ensure all concierge services adhere to hotel policies, procedures, and local regulations, as well as promoting a safe and secure environment for guests and team members alike.

• *Guest Satisfaction:

• Measure guest satisfaction through various feedback mechanisms, such as surveys, and use the data to continually improve the quality of concierge services offered.

• *Continuous Learning:

• Stay abreast of industry trends, new technologies, and best practices in hospitality and concierge service delivery, leveraging this knowledge to drive innovation and enhance the guest experience at our property.

Purpose of Role

In this dynamic and customer-focused role as the Head Concierge for our South West location, you will be responsible for delivering exceptional guest experiences that truly set us apart in the hospitality industry. Your primary objective is to ensure a seamless and enjoyable stay for all guests by providing personalized assistance, facilitating services, and managing hotel operations with unparalleled professionalism.

Key Responsibilities:

• Delivering exceptional guest experiences: Act as the first point of contact for guests, ensuring their needs are promptly addressed with a friendly and helpful demeanor. Anticipate and cater to the unique requirements of each guest while maintaining a high level of discretion and confidentiality.

• Providing information and recommendations: Stay up-to-date on local attractions, events, restaurants, and services to provide accurate and relevant advice to guests seeking guidance. Suggest activities and experiences that cater to individual interests, ensuring memorable stays for all.

• Managing concierge services: Oversee the smooth operation of all concierge services, including transportation arrangements, reservations, and ticket bookings. Coordinate with third-party vendors as necessary to ensure timely delivery of requested services.

• Maintaining high standards of guest satisfaction: Continuously monitor guest feedback to identify areas for improvement and implement changes that enhance the overall guest experience. Collaborate with team members across departments to drive exceptional service levels.

• Leading a dedicated concierge team: Oversee the day-to-day activities of the concierge department, providing guidance, training, and support to ensure consistent delivery of high-quality service. Foster a positive and engaging work environment that encourages teamwork and collaboration.

• Enhancing the brand reputation: Contribute to the establishment and upholding of our brand as a leader in exceptional guest experiences within the South West hospitality market. Leverage your expertise and knowledge to elevate our brand image and attract new guests while retaining existing ones.

• Developing and maintaining relationships: Build strong relationships with local businesses, service providers, and partners to facilitate smooth operations and enhance the guest experience. Collaborate with marketing and sales teams to identify opportunities for cross-promotion and partnerships that drive business growth.

• Complying with company policies and procedures: Ensure adherence to all relevant company policies, standards, and procedures within the concierge department. Foster a culture of compliance while promoting continuous improvement and innovation in service delivery.

In this role, you will have the opportunity to make a lasting impact on the lives of our guests while growing professionally within a dynamic and supportive team environment. If you possess a passion for exceptional guest experiences, an unwavering commitment to service excellence, and the ability to lead and inspire others, we invite you to apply for the Head Concierge position at our South West location today.

Our Company

Welcome to __, a distinguished luxury hotel located in the heart of the picturesque South West. Nestled amidst breath-taking landscapes and vibrant cities, our hotel is a beacon of elegance and hospitality, offering an unparalleled guest experience.

In this role, you will not only be the first point of contact for our guests but also an integral part of our team, working collaboratively with various departments to ensure seamless operations and guest satisfaction. You will have the opportunity to showcase your skills in managing a diverse range of requests, from arranging transportation and reservations to providing insider tips on local attractions and experiences.

At __, we value our team members as much as we value our guests. We offer competitive compensation packages, comprehensive training programs, and opportunities for professional growth within the organization. If you are passionate about hospitality, enjoy working in a fast-paced environment, and take pride in delivering exceptional service, we would love to hear from you.

Join us at __ and be part of our mission to create unforgettable experiences for our guests while fostering a culture of excellence within our team. Apply today and let's write the next chapter of our success story together!