Nights Concierge
Application Deadline: 14 March 2025
Department: Escapade - Lifestyle
Employment Type: Permanent - Full Time
Location: Silverstone
Description
Our guests will be united by a passion for unique and engaging experiences and as such the Nights Lifestyle Concierge will provide a high-touch, tailored service. They are to be a key point of contact for the guests and owners during the night shift and ensure they adhere to our safety and security procedures at all times.
The role will support management by completing relevant financial reports as well as updating and maintaining guest records and preparing daily guest reports as needed.
Key Relationships
* Residence Owners
* Escapade Silverstone Guests
* Escapade Silverstone Management and Staff
* Silverstone Senior Management Team
Key Responsibilities
To create and implement a best-in-class and award-winning guest experience through:
* Guest Services: Greet guests upon arrival, assist with arrival and departure procedures, address guest enquiries and requests, and resolve complaints promptly and professionally, escalating as necessary.
* Financial Duties: Balance accounting ledger. Ensure the reports balance for hotel revenue. Prepare daily financial summaries for management.
* Security and Safety: Complete security walks of the enclosure. Ensure guest safety by following emergency protocols.
* Administrative and Reporting Tasks: Update and maintain guest records in the system. Prepare Daily Brief sheet, breakfast report and arrivals report.
* Support other departments: Assistant the housekeeping and maintenance teams as and when needed.
* Sustainability: To promote, implement and act with the sustainability initiatives as directed by Escapade, Silverstone.
The above is a high-level summary of duties and is not meant to be a comprehensive description of the role. Additional ad-hoc responsibilities will arise which will be considered to form a reasonable part of the role and role requirements may be subject to change from time to time.
Performance Responsibilities
Our vision drives us, we live by our brand pillars, and we’re motivated to achieve industry-leading and award-winning results.
* Our vision - To become a world leader in redefining lifestyle living, setting new standards in motorsport-inspired hospitality and immersive leisure
* Our brand pillars – We’re the Ultimate Hosts who share our guests’ passions, we’re switched on to their needs, we make their stays effortless, they get our finest performance every time. We’re the Complete Connoisseur inspired by innovation, champions of excellence, we take pride in our presentation and our guests appreciate our constant quality. We’re the Silverstone Standard, part of the Silverstone family, performance is in our blood, we embody the brand values and guests know they’re in safe hands.
* Values - Rooted in a passion for motorsport, a dedication to precision, and a commitment to responsible and inclusive hospitality. We push boundaries, embrace the unexpected, and create unforgettable moments. We value sustainability and community and aim for a positive impact on both our natural environment and the people we serve.
Performance will be checked against the following:
* Guest and Owner Reputation
* Detailed objectives will be set through the Personal Development Review (PDR) process
Our team of Lifestyle Concierge conveys the Escapade Silverstone experience. You will be part of a team that shares common interests with our owners and guests, and we aren’t afraid to pursue our passions. When guests stay with us, we want them to be able to focus on what they enjoy – and our hosts must ensure each guest’s stay is as effortless as possible.
You will use your experience to generate and protect revenues, to implement procedures and controls to monitor costs and will be able to deliver a P&L which is on budget.
Skills, Knowledge and Expertise
* Experience in a 4-star or 5-star hotel or any other lifestyle/distinctive brand is desirable
* A strong, yet positive guest service style
* Organised and ability to work within the team or on their own
* Strong interpersonal skills
* A good command of the English language. Additional languages are advantageous
* Naturally maintains a neat and well-groomed appearance.
* Competent in using IT systems and software including Microsoft Office
* Full clean UK driving licence is desirable
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