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Job description

The Concierge will attend to a variety of guest service requests, including booking tickets, confirming flight times, managing in-house room requests, and handling telephone inquiries in specific areas. As part of the Front of House department, the role serves as the face of the hotel, with a focus on getting to know returning guests and their individual needs to ensure a personalized experience. Please see employer website for full job details & person specification.

Responsibilities

• Handle guest complaints in a friendly and efficient manner, ensuring guest satisfaction at all times, and inform management of any complaints.
• Be the first point of contact for all guest needs, from arrival to departure, ensuring smooth interactions that create a memorable and enjoyable stay.
• Carry guest luggage to and from bedrooms, ensuring interactions comply with AA standards and delivering an exceptional guest experience.
• Valet park guest vehicles, ensuring both automatic and manual vehicles are handled with care and parked safely.
• Manage guest in-room and special requests such as organizing laundry services, delivering post, and fulfilling other guest needs.
• Maintain cleanliness in public and exterior areas of the hotel, ensuring they are free from debris and litter.
• Make reservations for dinner, theatre, or other leisure activities on behalf of hotel guests, ensuring all requests are handled professionally.
• Provide support to the reception team by covering duties such as answering hotel telephone calls when reception staff are attending to guests.

Skills and Qualifications

Essential Skills

• Front Office or reception experience.
• Have a full UK driving licence for a minimum of two years.

Desirable Skills

• Experience working within a five-star setting.
• Experience and confident in driving a range of high-end automatic and manual vehicles.