Join to apply for the Night Concierge role at Montcalm Collection.
Montcalm Royal London House 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 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.
Key Responsibilities
* 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 a 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 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.
Key Attributes
* High attention to detail and commitment to a luxury quality service.
* A friendly and approachable attitude with a genuine passion for hospitality.
* Impeccable grooming and presentation standards.
* Ability to work under pressure and handle challenging situations with grace.
* Flexibility to adapt to changing guest needs and preferences.
* Problem-solving skills with a focus on guest satisfaction.
* Strong organisational skills and multitasking abilities.
* Exceptional customer service skills with a passion for delivering a luxury guest experience.
* Excellent communication, problem-solving, and organizational skills.
* High level of professionalism, discretion, and integrity.
* Fluency in multiple languages is a plus.
* Ability to work independently and manage time effectively.
Working Conditions
* Must be available to work overnight shifts, including weekends and holidays.
* Physical demands such as being on the feet for long periods of time and manual handling, i.e., handling luggage.
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.
Benefits
* Competitive salary.
* A supportive, empowering team environment.
* Benefits platform with various discounts.
* 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.
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.
#J-18808-Ljbffr