Head Concierge

Location: On-site in Knutsford, Cheshire, North-West England (not remote)

Fairmont Cheshire, The Mere is one of the North West’s most distinguished luxury destinations. Nestled in the heart of the Cheshire countryside and surrounded by a championship golf course, the resort combines Fairmont’s world-renowned elegance with the warmth and character of its local heritage. Renowned for exceptional service and attention to detail, Fairmont Cheshire, The Mere offers guests an indulgent escape featuring world-class spa experiences, exceptional dining, and outstanding leisure facilities. Whether visiting for relaxation, celebration, or business, Fairmont Cheshire, The Mere is dedicated to creating unforgettable moments and delivering the very best in 5-star luxury hospitality.

Your purpose will be:

Fairmont Cheshire, The Mere is seeking a Head Concierge to lead our front‑of‑house guest experience and ensure the highest standards of luxury service. This role oversees the daily operation of the Concierge team, ensuring seamless communication, exceptional guest support, and a polished lobby environment. The Head Concierge is responsible for recruiting and developing colleagues, maintaining service standards, coordinating VIP arrivals, and ensuring the safe, efficient handling of all guest enquiries and deliveries. Through strong leadership, operational awareness and a commitment to Fairmont values, this role supports a welcoming, knowledgeable and service‑driven atmosphere at the heart of the hotel.

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