Night Concierge

at  The Montcalm London Marble Arch

OVERVIEW

Montcalm Marble Arch is looking for a skilled and ambitious Night Concierge to join our team. You will play a pivotal role by ensuring the highest levels of customer service are consistently being delivered to our guests.
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.

ESSENTIAL QUALIFICATIONS

• Previous experience in a concierge, front desk, or customer service role, preferably in a luxury hotel environment.
• Proficiency in hotel management software (e.g., Opera, PMS) is a plus.

• Welcome and assist guests with all inquiries and requests, ensuring that each interaction exceeds expectations. Offer warm, personalized service tailored to individual guest preferences.
• Assist guests with luggage, valet parking, and provide a brief orientation of hotel facilities.
• Be knowledgeable of in-house facilities and services and promote them in proactive manner.
• Provide guests with detailed information on local attractions, dining, shopping, entertainment, and cultural experiences. Stay informed about the latest events and activities in the area.
• Arrange and confirm reservations for dining, transportation, spa services, tours, and other guest activities. Secure tickets for shows, events, and special experiences.
• Coordinate with transportation services to ensure seamless travel experiences, including airport transfers, car rentals, and private chauffeur services.
• Address and resolve guest concerns and complaints promptly, ensuring that all issues are handled with the highest level of discretion and professionalism.
• Maintain clear and open communication with guests, team members, and external vendors. Ensure that guest preferences and special requests are communicated to the appropriate departments.
• Maintain an up-to-date knowledge of the surrounding area, including new and upcoming attractions, restaurants, and events. Establish relationships with local businesses to provide exclusive offers and experiences to guests.
• Assist guests with planning their daily itineraries, taking into account their interests, preferences, and any special occasions.
• Uphold the highest standards of luxury service, ensuring that all guest interactions reflect the property’s commitment to excellence.
• Ensure that the Lobby and Public Areas are always kept clean and tidy.
• Answer and manage incoming calls and emails ensuring all communication is handled professionally and efficiently.
• Conduct regular guest interactions to gather feedback and enhance their stay experience,
• Maintain clear and effective communication with other hotel departments (housekeeping, front office, room service) to ensure guest needs are met.
• Liaise with the day team to ensure seamless transition between the shifts.
• Assist Luggage Porters and Receptionists with their duties as required, so no guest is waiting for the service.
• Assist the Management in any tasks introduced to enhance the guest journey or the positively impact the business.
• Monitor hotel premises to ensure the safety and security of all guests and staff.
• Respond to emergency situations calmly and efficiently, following hotel protocols.
• Conduct regular patrols of the property and report any suspicious activity.
  This job description is designed to outline primary duties and conditions related to the Receptionist position at a luxury hotel. It is not an exhaustive list and additional tasks and responsibilities may be required as directed by hotel management.