Montcalm hotel

Head Concierge

03/01/2025
full-time
Apply Now
Deadline date:
£40000 - £40000 / year

Job Description

Montcalm Mayfair

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 storied city-slicker, housed in the former headquarters of the Royal Mail: Montcalm Royal London House. 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.

Our flagship hotel is on the brink of a bold new era. Its Grade II-listed building on the cusp of Park Lane has been sensitively refreshed by architects Holland Harvey. Interiors are being rejuvenated by Studio Mica and Studio Est. We have added a new signature restaurant helmed by a world-famous chef, alongside a dapper lounge and bar. Communal areas, bedrooms and suites have all been artfully redesigned; our spa and Grand Ballroom will re-emerge as modern icons.

Conscious, cultured, characterful, and considerate, Montcalm Marble Arch is a five-star hotel set on a historic crescent that sits proudly at the top of Park Lane, steps from Hyde Park and the West End, with a toe in Marylebone, bringing a fresh, holistic hospitality approach to London luxury. The respectful, sensitive full restoration includes a wellness space, community-welcoming public spaces and a restaurant helmed by an internationally acclaimed chef.

Overview

Montcalm Marble Arch 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.
  • Maintains knowledge of rooms and their locations, services and facilities of the hotel.
  • Maintains 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

  • Competitive salary
  • A supportive, empowering team environment
  • Benefits platform with various discounts
  • Wellbeing support, workshops and advice
  • 28 holidays including eight bank holidays, with more holidays after two-year service
  • 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
  • Annual parties
  • Regular and ongoing training and development, including leadership workshops
  • Pension scheme

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.

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.

INDFOH

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Job Description

Additional Information
Job Number24215713
Job CategoryRooms & Guest Services Operations
LocationThe Park Tower Knightsbridge Luxury Collection Hotel London, 101 Knightsbridge, London, England, United Kingdom, SW1X 7RN
ScheduleFull Time
Located Remotely?N
Position Type Management


Position Summary

Responsible for supporting all aspects of Concierge functions in accordance with hotel standards. Maintains a concierge service and management philosophy that serves as a guide to respective staff. Assists in developing and maintaining the acknowledgment and service of all guests visiting the location. Supports management to ensure all departments are aware of all guests’ needs and information prior to arrival that will lead to a unique, memorable and personal stay.


Maintaining Concierge Goals

  • Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Develops specific goals and plans to prioritize, organize, and accomplish work.
  • Supports concierge team to keep them focused on the critical components of operations to drive guest satisfaction and the desired financial results.
  • Understands the impact of department’s operations on the overall property financial goals and objectives and manages to achieve or exceed goals.
  • Supports the establishment of an effective database to be used by all team members for restaurant and local attractions.
  • Establishes relationships with local attractions, restaurants and other businesses to enhance guests’ experiences.
  • Provides recommendations and arranges services for guests as requested (e.g., car rental, airline and train tickets, office services, beauty and barber services, baby sitting, repairs, shopping).
  • Maintains awareness of cultural differences needed to meet guest’s specific needs and requirements.
  • Provides check-in and check-out services and handles reservations when needed.
  • Maintains knowledge of rooms and their locations, services and facilities of the hotel.
  • Ensures repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.
  • Responds to emergency situations using appropriate procedures.
  • Maintains awareness of daily operations and events at the hotel.
  • Maintains knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activities, locations, and times as well as special requests/arrangements
  • Provides warm welcome and anticipation of guest needs throughout their stay.
  • Encourages and building mutual trust, respect, and cooperation among team members.
  • Serving as a role model to demonstrate appropriate behaviors.
  • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
  • Ensures concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.

In return for your hard work, we give you…

  • Service Charge & Commissions
  • Discounted accommodation in over 9,000 hotels all over the world. Yes, 9,000!
  • £5 breakfast when staying in any of our European hotels
  • Discounted food & drink in restaurants and bars at Marriott International hotels
  • Discounts for your friends and family
  • 28 Holiday days (increasing with length of service)
  • Paid breaks and free meals on duty
  • Employee Assistance Program
  • Company Pension Scheme
  • Cycle to Work and EyeCare schemes
  • Access to Marriott BenefitHub giving discounts, rewards and perks on 1,000s of brands in a variety of categories
  • Wellness and mental health programmes
  • Amazing staff parties & activities
  • Length of Service and monthly recognition awards and gifts
  • World class training and development
  • Unlimited career opportunities (internationally and locally)
  • …and much more

Where you will work:

Situated in the heart of one of London’s most alluring locales, The Park Tower Knightsbridge, which is part of Marriott International’s Luxury Collection brand, is a stone’s throw away from graceful Hyde Park, fabulous Harrods, Harvey Nichols and the chic dining haunts of the city’s most stylish set. Timeless elegance and contemporary design blend seamlessly in our elegant lobby and reception area. Our iconic circular tower’s 271 accommodations are all consistently spacious with open views of London. Suites include the distinguished service of the Park Tower Butler as well as breathtaking London skyline and Hyde Park views.


Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

The Luxury Collection Hotels & Resorts, with over 120 properties in more than 35 countries, offers the promise of authentic experiences that evoke lasting, treasured memories. Our more than 100 years of experience, beginning in 1906 under the Italian CIGA brand – a collection of Europe’s most celebrated and iconic properties – serves as a solid foundation as we continuously evolve to exceed the desires of the luxury traveler.


From legendary palaces and remote retreats to timeless modern classics, each luxury hotel and resort is a unique and cherished expression of its locale – a portal to the destination’s cultural charms and treasures. If you are someone with an appreciation for evocative storytelling, a keen interest and passion for this destination’s heritage, and a desire to deliver genuine, personalized, and anticipatory hospitality, then we invite you on our journey. In joining The Luxury Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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