Head Concierge - Knightsbridge, London

Head Concierge - Knightsbridge, London

We are currently seeking a passionate Head Concierge to join the team here at The Carlton Tower Jumeirah.

Situated in the heart of Knightsbridge, one of London’s most exclusive neighborhoods, and towering high over a world- class shopping destination, Sloane Street, The Carlton Tower Jumeirah is a beacon of sophistication where heritage meets contemporary luxury. The hotel has been reinvented for a new generation of discerning guests with elegant, timeless interiors complemented by the most spectacular views.

Featuring an exciting collection of restaurants and bars and a world-class fitness club and spa, the hotel will be embraced by its affluent local community as well as sophisticated international travelers as the place to reside, rejuvenate and celebrate in Knightsbridge.

About the job

The Carlton Tower Jumeirah has an opportunity for a passionate Head Concierge to join our Concierge team at this exciting time. As Head Concierge you will ensure smooth and efficient operation and co-ordination of the Concierge Department covering Bell Service, Transportation, Doorman and Valet Parking and the Concierge desk as an integrated Department by providing a highly personalized service. Your key duties in this role will include;

Key Duties

• Responsible for setting the standards and policies at the desk to the required standards together with the management and improve the continuous quality and improvement of service.
• Maintain contact with Concierges worldwide via the Golden Keys Society and to ensure that the Hotel is represented at such events – guidance for fellow colleagues in Golden Keys knowledge also
• Ensure the optimum use and revenue maximization of the transportation services in terms of transfers, or hire and the use of garage i.e. parking and washing service
• Be constantly up to date on the in-house activities and to up sell the hotel at all times using accurate information.
• Supervise the maintenance of all hotel vehicles and ensure the cleanliness at all times.

Operational

• Hire in conjunction with Human Resources and Director of Rooms all Concierge colleagues in a manner matching the Jumeirah standard.
• Conduct and devise training courses and refreshers courses for existing colleagues and newcomers.
• Furnish guidance to all Concierge staff members in contact with guests so that nothing is too much or impossible.
• Ensure that the team provides a friendly, courteous and professional service at all times and maintains an excellent rapport with all internal and external guests.
• Supervise the employees within the department, ensuring that the correct standards and methods of service are maintained as stated in the Hotel and Department Operations Manual.
• Ensure that all employees have an understanding of the adherence to the hotel’s rules and regulations and in particular the policies and procedures to Fire, Hygiene, Health and Safety and ensure that all Team attend regular refreshers.
• Conduct and contribute to regular departmental communications meetings ensuring objectives are reviewed and results monitored and minutes recorded.
• Ensure that all colleagues are treated fairly and consistently as outlined in their terms and conditions of employment, local legislations, and company/hotel policies and procedure
• Maintain the Concierge desk and its equipment and other areas of the Concierge Department in good and clean condition.
• Co-ordinate closely with the Front Office to keep an open communication.
• Ensure proper efficient use of the garage and its facilities.

Financial

• Assist in the preparation of the departmental business plan, and to review financial results on a monthly basis.
• Ensure newspapers and other guest supplies are ordered in accordance with guest requirements and occupancy levels.
• Help negotiate contracts for the Concierge Department by setting proper guidelines for implementation and control.
• Ensure that all services delivered to guests are appropriately charged in a timely manner and these charges are reconciled on a weekly/monthly basis in accordance with hotel policies.

Administration

• Complete all monthly payroll aspects on time and in accordance with HR requirements through Fourth Hospitality, including; timesheets, rotas, absence, holidays, lieu days overtime etc.
• Ensure time and attendance is correctly tracked for each colleague and logged accurately on the rota each week
• Conduct colleague probationary reviews and appraisals
• Ensure that all departmental reports and correspondence are completed punctually and accurately, and submitted to the relevant management
• Ensure the departmental SOPs and Policies and systems are kept up to date at all times, both on a local and generic global level

The successful candidate will have the following experience and skills:

• Previous experience as a Head Concierge for a minimum of 3 years within a luxury 5 star environment is desirable
• Excellent level of English
• Excellent communicator and able to connect with all levels in the business with the ability to motivate your colleagues.
• Effective organisational skills; able to prioritise tasks and self-manage a workload
• Excellent personal presentation with a warm and welcoming personality.
• Friendly, approachable and professional
• Have a strong eye for detail

At Jumeirah, we are committed to encouraging and developing our colleagues in world class environments. We value diversity and provide equal opportunities, employing over 14,000 colleagues from over 140 different countries including locations in Asia Pacific, CIS, Central Asia, Western and Eastern Europe, South America, Africa and the Middle East.

We want you to do well from the beginning, so we’ll give you every chance to impress during the recruitment process. We promise our colleagues a warm welcome and will help you feel part of our Jumeirah family from day one. You can rely on us to support you as you settle into your journey with us and make Jumeirah ‘Your Place to Shine’.

In return we offer:

• 50% Food and Beverage discounts across Jumeirah Hotels and Resorts globally
• Preferential room rates across Jumeirah Hotels and Resorts globally
• Free meals on duty
• Dry cleaning of uniforms / office attire
• Extra day of holiday for significant birthdays
• Interest free season ticket loan
• Recognition and Social calendar
• Company Pension Scheme
• Excellent training and development opportunities
• Internal transfer and promotion opportunities

If you have passion and ambition that sets you apart from your peers, if you can deliver true craftsmanship and quality with charm and flair then join us in creating the best team in the business.