Hotel Concierge

#JoinOurHappiness

Are you the type of person that gets out of bed on the right side every day? If so, we’d like you to come and join our happiness as a Concierge within our Front Office Team!

Here at the Royal Lancaster London, our goal is to be the happiest hotel in London and it’s our people that deliver it with their fun and caring attitude. We are always on the lookout for development opportunities, moments to grow, while helping our colleagues reach their potential and opening the door to their next opportunity.
As a 'Sunday Times Top 100 Best Companies to Work For', you will be provided with tailored development plans, trainings and apprenticeship opportunities to develop your career!
Joining our independently owned and 5–star hotel, you will help build a supportive and social place, where we can all be at our best while receiving the following happiness perks:

• Service Charge from Room Revenue
  
• Complimentary night stay for 2 at the Royal Lancaster London
• Employee discounts of up to 50% food & beverage and spa treatments across our sister properties (Landmark London and K West Hotel & Spa)
• Employees and Friends & Family rates across our sister properties
• Complimentary meals on duty
• Uniform provided and laundered complimentary
• Refer a friend bonus
• Cycle to work & workplace pension schemes
• Annual season ticket loans
• Employee recognition schemes and Social Committee events including gala dinners and much more!

Our Concierge team is dedicated to accommodating guest requests from the ordinary to the extraordinary. We are looking for a Concierge who shares a passion for excellence and will infuse enthusiasm and passion into everything they do. The Concierge will respond to a wide variety of guest requests by accurately assessing the guest's needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction.

As a Concierge, you will be passionate about creating the most unique and memorable stay experiences for our guests. As an excellent and confident communicator, you will have the ability to interact with guests and make them feel welcome and cared for during their stay at the Royal Lancaster.

Successful candidates for our Concierge opportunity will need to be well presented, have excellent communication, interpersonal, problem solving skills and a pleasant telephone manner. We anticipate applicants will have previous experience as a Concierge and will have worked in a five star hotel.

This is an exciting role for a talented individual who is looking for a new challenge and wants to join a fast paced and high performing hotel team renowned for their approach and delivery of unparalleled service.

• The Concierge is responsible for coordinating the work of the Front of House Luggage Porters and Doormen, ensuring the smooth arrival and departure of guests, handling luggage, and following up on guest requests.
• Assist in departmental training of new team members and ensure that all relevant system usage and hotel standards are being explained in full detail.
• Maintain good working relationships with colleagues and all other departments
• Develop and maintain a network with other Concierges.
• The role involves providing guests with information on the hotel's services, facilities, and activities including hours of operation and pricing. Confidently make recommendations to guests in regards to any restaurants, sightseeing tours, shopping opportunities and local attractions, with thorough knowledge of London attractions, events, dining and transportation options.
• To provide guests with information on city maps and directories, restaurants and pubs, shops, in-house services and daily functions, cultural activities, religious activities, sporting events, entertainment activities, special attractions, doctors, medical centres, transportation options (local taxis, chauffeur cars, helicopters, rental cars, etc.), and airport/airline schedules.
• Seek out new restaurants, shops, places of interest and particular service providers in order to provide options to guests in meeting their needs.
• Anticipate guest requests and requirements to satisfy them efficiently and effectively, and queries about hotel facilities as well as events and upcoming functions. Providing friendly, courteous and professional service at all times. Ensuring internal and external guest bookings are made in a timely manner and according to our guests' needs and expectations.
• Ensure communication and follow-up on any problems, guest requests, special requirements, etc.
• Handling of groups, organising porterage and room drops, VIPs, return guests, etc. Establish rapport with frequent visitors.
• The Concierge is also responsible for maintaining effective systems for the safekeeping, pick-up, and delivering guest mail, parcels, stored, gifts, and messages. The ultimate goal of the Concierge is to exceed guests' expectations and create a memorable experience for them during their stay at The Royal Lancaster.
• Provide a complete and detailed handover for the oncoming shift.
• Solid knowledge of hotel operations including systems – Opera PMS & Alice

The working pattern for this position is 8 hour shifts, working 5 days a week with 2 days off per week respectively.

All applicants must be legally eligible to work in the UK.