Senior Concierge

At Sofitel London St James, we redefine luxury by treating a stay as more than just a temporary pause—it's an opportunity for guests to fall in love with a unique blend of refined luxury and playful indulgence. Our commitment to excellence transcends the ordinary, and we invite you to join a team that specialises in transforming stays into enchanting tales. We take immense pride in creating a playfully elegant and meaningful experience for both our guests and ourselves. Our commitment to fostering a workplace culture that values diversity, encourages professional growth, and recognises individual contributions ensures that each team member feels appreciated and empowered in their role. Apply now to embark on a career that transcends expectations and celebrates the art of hospitality.

Under the general direction of the Head Concierge, the Senior Concierge plays a key leadership role within the Concierge Department. In the absence of the Head Concierge and Assistant Head Concierge, the Senior Concierge assumes full responsibility for overseeing daily Concierge operations, ensuring seamless service delivery and maintaining the highest luxury hospitality standards. As a senior member of the Concierge team, this position acts as a role model, mentor, and service ambassador, consistently delivering exceptional, personalized guest experiences while ensuring compliance with all legal requirements, hotel policies, and Sofitel brand standards.

RESPONSIBILITIES

Guest Experience & Service Excellence

• Acts as a primary point of contact for VIPs, repeat guests, and high-profile clientele, ensuring anticipatory, discreet, and bespoke service at all times.
• Responds to a wide variety of guest requests by accurately assessing individual preferences and expectations, adding expert recommendations and personalized touches to exceed guest satisfaction while adhering to Sofitel standards.
• Handles complex, sensitive, or escalated guest requests and service recovery situations with professionalism and diplomacy.
• Maintains expert knowledge of London’s luxury offerings, including fine dining, cultural events, exclusive experiences, shopping, and bespoke services.
• Stays continuously informed of new restaurant openings, events, and trends, proactively sharing insights and recommendations with the Concierge team.

Operations & Departmental Oversight

• Reports directly to and maintains close communication with the Head Concierge and Assistant Head Concierge on all matters impacting guest satisfaction, departmental performance, and daily operations.
• Oversees the smooth day-to-day operation of the Concierge Desk, ensuring service continuity during peak periods, shift changes, and management absences.
• Assists guests with theatre, airline, rail, and event tickets, as well as restaurant, tour, and bespoke reservations, ensuring accuracy and attention to detail.
• Ensures the proper handling, receipt, storage, and shipment of guest luggage and lost property, maintaining strict security and documentation procedures.
• Coordinates transportation services, parking arrangements, and external service providers in accordance with Sofitel guidelines and guest expectations.
• Oversees guest services including mail, parcels, messages, and external errands, ensuring timely execution and follow-up.

Leadership & Team Development

• Provides daily functional supervision, guidance, and mentoring to Concierge Department team members.
• Acts as a coach and role model, reinforcing luxury service standards, professional presentation, and brand values.
• Conducts spot checks on service delivery, appearance, and work practices, addressing gaps promptly and constructively.
• Supports the Head Concierge in monitoring performance, identifying training needs, and fostering a high-performing, motivated team.
• Ensures the Concierge team consistently follows all Sofitel policies, procedures, and Standard Operating Procedures (SOPs).

Coordination & Communication

• Works closely with Front Office, Guest Relations, Housekeeping, Security, and other hotel departments to ensure a seamless guest experience.
• Remains fully aware of daily hotel activities, VIP arrivals, special events, and group movements.
• Builds and maintains strong professional relationships with trusted external partners, suppliers, and vendors, ensuring they align with Sofitel standards.

Quality, Compliance & Continuous Improvement

• Assists the Head Concierge in reviewing procedures, implementing new ideas, and enhancing service standards and operational efficiency.
• Ensures external companies and service providers adhere to Sofitel guidelines whenever possible.
• Addresses guest feedback and service-related comments promptly, sharing insights and improvement opportunities with the Head Concierge.
• Follows, supports, and actively implements new SOPs and brand initiatives.
• Performs related duties and special projects as assigned, contributing to the ongoing development of the Concierge Department.

• Proven experience as a Concierge or Senior Concierge within a luxury five-star hotel, delivering service excellence aligned with international luxury standards

• Exceptional knowledge of London, including culture, gastronomy, theatre, fashion, and bespoke experiences, with the ability to curate refined and memorable guest journeys

• A genuine passion for personalised service, demonstrating Sofitel’s signature blend of French elegance and local authenticity

• Natural leadership qualities, with experience supporting, mentoring, and inspiring concierge colleagues to uphold the highest service standards

• A calm, confident, and discreet approach, with the ability to anticipate guest needs and exceed expectations effortlessly

• Excellent communication skills in English; additional languages are an advantage and warmly welcomed

• Proven ability to manage complex requests with grace, efficiency, and attention to detail in a fast-paced luxury environment

• Strong organisational and problem-solving skills, maintaining composure and professionalism at all times

• Proficiency in concierge systems, guest profile management, and standard hotel software

• Flexibility to work varied shifts, including evenings, weekends, and public holidays, in line with operational needs

Discover a world of unparalleled perks tailored just for you:

• Competitive Salary, departmental incentives and a loyalty bonus of £1,300. 
• Employee Benefit Card – Discounted rates at Accor properties worldwide.
• Free Stays in the UK or Ireland (4 nights/year) – Create unforgettable memories with your loved ones.
• Sofitel Experience – Enjoy a luxurious night at our hotel, complete with a delightful breakfast.
• Complimentary Meals While on Duty.
• Special Rates in F&B, Rooms & Spa – Treat yourself to luxury at unbeatable prices.
• Be Part of the Largest Hospitality Group in Europe.
• Exceptional Training and Development Opportunities through Apprenticeship Program.
• Global Growth Opportunities.
• Employee Assistance Program with 24/7 GP Access – Your well-being is our priority.
• Social Events and Activities.

Bring passion and dedication to excellence, and we will recognise your contribution with a variety of benefits, rewards and development opportunities. We also offer a range of wellbeing initiatives, including apps with content to help you feel at your best. Join us, and you can thrive as an individual as well as being part of a supportive and inclusive team.

Let your passion shine, visit careers.accor.com