The Head Concierge at W Edinburgh will be the go-to person for our guests, handling any requests they might have in order to make their stay in Edinburgh memorable. You will have all of the local knowledge needed to make restaurant recommendations, offer personalised itineraries, plan transport and suggest visits to the city’s and Scotland’s hidden gems. You will also be responsible for managing our Lobby Ambassador and Door teams.
We are looking for someone who is well-connected, organised and understands luxury service.
As Head Concierge, key aspects of your role include (but are not limited to):
- Establish relationships with local attractions, restaurants and other businesses to enhance guests’ experiences.
- Provide recommendations and arranges services for guests as requested (e.g., car rental, airline and train tickets, office services, beauty and barber services, repairs, shopping).
- Maintain awareness of cultural differences in order to meet guests’ specific needs and requirements.
- Maintain knowledge of rooms and their locations, services and facilities of the hotel.
- Ensure repeat and VIP guests are receiving appropriate service and ensures their requests are carried out.
- Establish an effective database to be used by all team members for restaurant and local attractions.
- Maintain knowledge of daily house-count, arrivals/departures, VIPs, scheduled in-house group names, background, activites, locations and times as well as special requests/arrangements.
- Provide a warm welcome and anticipation of guest needs throughout their stay.
- Act as a key member of the Welcome Office leadership team, providing support and guidance to all talent within the wider team.
- Recruit and retain the best talent on the market.
- Design and implement the department’s policies, standards and procedures.
- Develop teamwork throughout your team and across departments.
- Manage all aspects of the team, including payroll, training, recruitment, performance and discipline.
- Be a W brand ambassador, ensuring the brand’s voice is present in your interactions with guests and talent.
Our ideal Head Concierge is someone who has:
- A passion for interacting with others, with excellent networking skills
- Natural leadership skills
- Strong organization and multi-tasking skills
- Sophisticated communication skills
- The ability to stay calm under pressure
- Previous experience working in five star, luxury hotels
- A love for keeping up-to-date with the latest happenings in Edinburgh
- A positive mindset
- A genuine passion for working in hospitality
In return for your hard work, we give you:
- World class training and development, including leadership development
- Unlimited career opportunities (internationally and locally)
- Bonus plan
- Enhanced holiday entitlement – starting at 31 days (including bank holidays) and increasing with length of service
- Company pension scheme
- Private medical insurance
- Wellness and mental health programmes
- Discounted accommodation, food and beverage in over 9,000 hotels all over the world!
- Discounts for your friends and family
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