Concierge, The Savoy Hotel

Job Title: Concierge

Department: Concierge, Front of House

Inspired & supported by: Head Concierge

Salary: £36,975 (including service charge)

Your purpose will be:  To deliver an exceptional, seamless guest service experience, creating memorable personalisation at every opportunity; building meaningful relationships with our guests throughout their stay securing their future loyalty. You will specialise as a concierge, whilst confidently taking on additional guest executive responsibilities as required to be an integral member of the team.

You will be accountable for:

• Passionately and expertly creating a 5 star luxury guest experience, characterised by flawless efficiency and authentic emotional connection
• Taking ownership of any guest request which comes your way seeing it through until completion
• Maximising internal communication networks, adapting to new working methods and supporting all key players to ensure a smooth guest journey

Your key responsibilities & contribution will be:

• Devising guest itineraries, making bookings and reservations while providing relevant recommendations to surprise and delight.  Ensuring accuracy in the recording and communication of bookings.
• Promoting and nurturing positive relationships in the local area strengthening our position in the marketplace
• Having a thorough knowledge of the local area
• Confidently assisting with elements of the front desk operation including arrivals, check out and billing
• Assisting in providing in room/suite services – butler services, special/VIP room set ups, amenities, deliveries to rooms
• Driving revenue through upselling and cross selling.
• Communicating clearly with other teams and through RSM to ensure efficient service for our guests
• Seeking opportunities to surprise and delight our guests
• Meeting all service standards in every guest interaction
• Ensuring that deliveries for guests and colleagues are correctly recorded and delivered
• Ensuring the front hall is covered at all times and providing a warm welcome for all guests
• Paying keen attention to guest preferences and update profiles accordingly
• Flexibility to work different shifts including night shifts 

What you will need to do this role:

Essential:

• Minimum 3 years’ experience in a Concierge related role in a luxury hospitality environment
• Excellent communication skills, both spoken and written with the ability to build rapport quickly and communicate well with people of all levels
• Enthusiastic and positive personality with the ability to build trusting relationships
• Ability to multi task and problem solve in a fast paced environment
• Keen eye for detail
• Previous experience of guest complaint handling and going the extra mile to meet guest needs
• Flexibility to work different shifts including night shifts  
• Knowledge of OPERA PMS

Desirable:

• Knowledge of ALICE concierge system

Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues

• What’s in it for you?

• Competitive salary, pension, and life assurance
• 31–33 days of holiday (including public holidays)
•  
• Cashback for wellbeing/healthcare expenses & Perkbox
• Exclusive discounts:
  • Savoy, Fairmont, Raffles, and Accor hotels (friends & family rates included)
  • 50% off at American & Beaufort Bars, Afternoon Tea, spa, florist, and select Gordon Ramsay restaurants
  • 20% off at other Gordon Ramsay restaurants and Restaurant 1890
• Free stay at The Savoy after probation
• Colleague restaurant, interfaith prayer room and wellness room
• Laundry services for all colleagues
• Gym access, cycle-to-work scheme and Virgin Active membership discount
• Season ticket loan for commuting
• Employee assistance program
• English classes, optician reimbursements, and local discounts for F&B and retail