Senior Concierge, The Savoy Hotel

The Savoy, a Fairmont Managed Hotel, is one of the world's most iconic hotels. A renowned leaders in the hospitality industry, The Savoy has a reputation for outstanding service and excellence. Originally built in 1889, the hotel has a rich history and has played host to royalty, world leaders and legends of the stage and screen. Today, colleagues pride themselves on being innovative and inspirational, delivering the very best in five star luxury. Passionate about developing and promoting talent, The Savoy offers unwavering support and recognition to colleagues, as well as having a very competitive benefits plan.

Job Title: Senior Concierge      

Department: Concierge                            

Inspired and supported by: Head Concierge

Your purpose will be: To lead and develop the Concierge team. To proactively and reactively provide all guests with information and advice on internal and external facilities and activities. To develop and maintain excelled service standards with a guest centric focus and fostering strong relationships with hotel-wide departments.

You will be accountable for:

• Responsible for the Concierge operation on a day-to-day basis ensuring all operating standards are in place and colleagues are well briefed.
• Develop and maintain a network with other Concierges in the other 5 star luxury properties and key destinations relative to guests’ needs.
• Responsible for training and development of all colleagues within the Concierge team, working closely with the departmental trainer.
• Work closely with the Assistant Head Concierge to ensure a seamless experience for all guests from pre-arrival through to post stay.
• Provide follow up for any guest issues and ensure issues are addressed to avoid any future recurrences.
• To maintain and develop excellent and consistent service standards always with a guest centric focus.
• Perform an active role in the hotel operations as a key member of the leadership team, working effectively to achieve business targets.
• Build and maintain transparent relationships with external partners which ensure the best possible service for our guests.
• Responsible for Concierge scheduling.
• To check in detail each day’s arrivals list for VIPs, celebrities and regular guests, ensuring they have their requested accommodation and special services checked and receive complimentary items as ordered and on time.
• To assist in maintaining an updated Standards Training Manual and associated resource materials.
• To perform other duties as required by Management, relating to the operation of the hotel.
• Assists in resolving customer complaints and guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.
• Assures that all financial and credit procedures are followed. Follows up on credit problems with Front management and/or Credit Manager.
• To ensure all information regarding guest itineraries and any other relevant information is communicated clearly to enhance the guest experience
• To identify and act upon opportunities whereby the Concierge team can proactively enhance the guest experience by providing additional and anticipatory services
• Establish, collate and keep updated a structured database of information for all possible guest enquiries.
• Overseeing all invoicing and payments relating to the department
• Facilitating interdepartmental relationships to exceed guest experience
• Constant research of local and central places of interest; coaching and networking the team.
• Planning all staff holidays within the department to ensure effective planning of staff holidays and lieu time.
• Train the Trainer: focusing on standards and procedures, coaching, mentoring and performing quality control
• To maximise revenue through initiating up selling skills of the team and ensure product knowledge of the facilities, services and amenities of the hotel, as well as creating new business cases to maximise revenue
• Marketing of the Concierge Services

What you will need to do in this role?

• 3-5 years Concierge experience in a 5-star luxury hotel.
• Outstanding communication skills, both written & verbal.
• A confident & dynamic speaker, able to communicate and interact effectively with all levels of an organization.
• Enthusiastic and positive personality with the ability to build trusting relationships with others.
• Proven organizational skills, works well on their own. Able to set and meet deadlines with quality results.
• Applicable job related skills as per Accountable Duties.
• Knowledge on Opera and Alice software’s.
• Great knowledge about the city of London especially The West End.

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