Concierge

Job Description

Under the general guidance of the Director of Rooms, the Concierge is responsible for delivering personalized, high-quality service to guests by anticipating and fulfilling their needs, preferences, and special requests. The Concierge acts as the primary resource for guests seeking information about the hotel, local attractions, dining, entertainment, transportation, and other services. This role requires exceptional communication skills, local knowledge, and the ability to create memorable guest experiences by providing professional, courteous, and efficient assistance throughout their stay.

YOUR KEY RESPONSIBILITIES:

• Lead and manage the concierge department to ensure outstanding guest service and smooth day-to-day operations.
• Maintain highest levels of guest service and ensure consistency with Delano Brand Standards.
• Oversee scheduling, training, and performance management of the concierge staff.
• Provide knowledgeable recommendations on local dining, entertainment, cultural events, and tourist attractions
• Maintain and regularly update a comprehensive directory of trusted local vendors, service providers, and attractions
• Record guest preferences, special occasions, and feedback to personalize future stays and improve service quality
• Collaborate with other departments to coordinate guest services and ensure efficient problem resolution process.
• Monitor guest feedback and implement service improvement strategies.
• Ensure full compliance with health, safety, and hotel policies and procedures.
• Drive team member engagement and team development through regular training and coaching.
• Mentor, coach and guide staff on working successfully in a team atmosphere.
• Ensure all necessary reports and forms are completed daily.
• Create a network of contacts to access unique experiences for guests (out of hour access to sights, exclusive invites to exhibitions etc.)
• Cover for the door and bell colleagues when needed
• Be familiar with all hotel services and functions
• Any other reasonable duties as assigned by the supervisor or manager.
• We recognize we are in the hospitality industry and that may require us to provide lateral service. 
• We will on occasion call for each individual in the team to, on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service.

Qualifications

• High school Diploma or equivalent education required. Bachelor’s Degree preferred
• Minimum 5 years in the role, with progressive growth, preferably in an upscale or luxury lifestyle brand hotel
• Strong knowledge of hotel operations and solid knowledge of concierge protocol and experience working with  high profile guests.
• Strong knowledge of property management systems such as Opera, KnowCross.
• Strong verbal and written communication skills in English
• Must be able to stand or walk a minimum eight-hour shift.
• Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.
• Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.
• Working knowledge of local labour laws, occupational safety and health, wage and hour issues, and labor relations. Working knowledge of basic safety, security, data protection and emergency procedures in a hotel setting
• Additional language ability preferred.
• All team members must maintain a neat, clean and well-groomed appearance. Specific department  uniform guidelines and/or required articles of clothing will be explained to you by your supervisor.

What’s in it for you…

• The opportunity to launch a visionary hospitality brand in London and shape its culinary identity.
• Join a fast-growing international group focused on building a global hospitality brand.
• A creative, ambitious environment where innovation and excellence are encouraged.
• Be part of a passionate team building a strong portfolio of hospitality concepts.
• A competitive package with strong development opportunities.
• At Delano London, innovation, excellence and guest-centricity are core. The culture is collaborative and inspiring, with values rooted in authenticity, sophistication and redefining luxury hospitality

Additional Information

Why Delano London?

Be part of the team bringing an iconic brand into its next chapter. At Delano London, personality counts, ideas are welcomed and everyone plays a part in creating something memorable. We work hard, make it fun and look out for one another, with opportunities to learn, grow and build meaningful relationships across Delano, Ennismore and Accor.

Alongside a supportive and creative team culture, you’ll have access to a range of colleague benefits, hotel stays and experiences across the wider group, and the opportunity to work within a global community of distinctive lifestyle and hospitality brands.