Head Concierge

at  The Montcalm London Marble Arch

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.

• 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.
• Coordinates day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
• 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 behaviours.
• 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.