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.