Head Concierge

Responsibilities:

 

• Lead the Concierge team, including recruitment, training, and performance management
• Ensure exceptional service standards, maintaining a GAP analysis score of no less than 90%
• Oversee departmental rosters, ensuring adequate staffing and effective communication with Night Manager
• Manage guest services, including prompt handling of messages, parcels, and courier services
• Maintain comprehensive knowledge of hotel facilities, local area, and VIP guests
• Coordinate with Reception/Front Office and Airport Services for seamless VIP arrivals and departures
• Oversee maintenance of Concierge equipment and purchasing requirements
• Conduct regular departmental meetings and maintain cooperative relations with other departments
• Ensure compliance with Health and Safety legislation and attend relevant training courses
• Maintain cleanliness and presentation of the Concierge desk, Hotel entrance, and Lobby
• Develop and implement innovative guest service initiatives to enhance the overall guest experience
• Manage and resolve complex guest inquiries, requests, and complaints in a timely and professional manner
• Establish and maintain relationships with local businesses, attractions, and service providers to secure preferential rates and exclusive experiences for guests
• Prepare and analyse monthly reports on guest satisfaction, team performance, and departmental efficiency
• Collaborate with the Marketing team to promote concierge services and create bespoke guest experiences

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.

• Minimum 3 years of Concierge management experience in a luxury or high-volume environment.
• A recognized Diploma or Certification in Hospitality or Spa Management is highly preferred.
• Proven ability to coach team members and deliver strong results in guest satisfaction, colleague engagement, and profitability.
• Excellent reading, writing and oral proficiency in English language

What is in it for you?

• Exclusive Discounts:
  • Fairmont Cheshire, The Mere, Spa and Golf discount
  • Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
  • 20% off food and beverage in on-site restaurants
• Colleague restaurant
• Being part of The Mere Team – our culture is unique!
• You will benefit from training and development opportunities
• Competitive salary and benefits including pension
• 28 days of holiday including public holidays
• 1-5 days service award based on length of service
• Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
• And last but not least you will get to work with a team of EXTRAORDINARY people