Montcalm Collection
Concierge
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BRAND INTRODUCTION
At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.
Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story and within everyone, our team creates unforgettable experiences for our guests.
While our walls speak of history, it’s our people, their ambition and their creativity that shapes our future.
Join us and become part of a culture that celebrates individuality, nurtures potential and upholds the very highest standards of the art of hospitality.
SCOPE & GENERAL PURPOSE
The Concierge plays a central role in elevating the guest experience by providing expert recommendations, personalized assistance, and seamless coordination of services both inside and outside the hotel. From arranging transport and theatre tickets to securing restaurant reservations and curating bespoke London experiences, the Concierge ensures that every guest enjoys a memorable and effortless stay.
As a brand ambassador, the Concierge embodies Montcalm Collection’s luxury ethos, combining local expertise, discretion, and impeccable service standards to exceed guest expectations.
LEADERSHIP COMPETENCIES
Guest Engagement & Service Excellence
- Anticipates guest needs, delivering tailored solutions with discretion.
- Creates memorable moments by offering thoughtful, personalized service.
- Handles enquiries and requests promptly and professionally.
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Local Knowledge & Expertise
- Maintains up-to-date knowledge of London’s attractions, dining, shopping, and cultural events.
- Builds relationships with trusted partners, suppliers, and venues.
- Provides insider recommendations to enhance guest experiences.
Operational Effectiveness
- Coordinates transport, reservations, and special arrangements.
- Works closely with Front Office and other departments to ensure smooth guest journeys.
- Manages luggage assistance, deliveries, and guest requests efficiently.
Communication & Collaboration
- Acts as the link between guests, hotel departments, and external partners.
- Maintains clear and accurate records of guest requests and arrangements.
- Represents the hotel with confidence and professionalism.
Problem Solving & Flexibility
- Responds calmly to unexpected challenges or last-minute guest requests.
- Thinks creatively to provide solutions in line with luxury hospitality standards.
- Remains adaptable to evolving guest expectations.
KEY RESPONSIBILITIES
- Welcome and assist guests with personalized, luxury service.
- Provide expert advice on attractions, dining, shopping, and cultural experiences.
- Secure reservations, tickets, and arrangements tailored to guest preferences.
- Coordinate transport services, including taxis, private cars, and airport transfers.
- Assist with luggage, deliveries, and guest parcels when required.
- Be knowledgeable on in-house facilities and services and promote them in a proactive manner.
- Maintain strong relationships with local partners and suppliers.
- Anticipate and resolve guest concerns with professionalism and discretion.
- Collaborate with Front Office and Guest Experience teams to ensure seamless service.
- Uphold the highest standards of confidentiality, guest care, and brand representation.
- Ensure that the Lobby and Public Areas are always kept clean and tidy.
- Answer and manage incoming calls and emails, ensuring all communication is handled professionally and efficiently.
- Maintain guest interaction to gather feedback and enhance their experience.
- Assist Luggage Porters and Guest Service Executives with their duties as required.
- Assist management with any tasks to ensure the seamlessness of the service or operations.
- Respond to emergency situations calmly and efficiently, following hotel protocols.
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Skills & Qualifications
- Friendly and approachable attitude with a genuine passion for hospitality.
- Ability to work under pressure and handle challenging situations with grace.
- Prior experience as a Concierge or Guest Relations role in a luxury hotel.
- Strong knowledge of London’s dining, entertainment, and cultural scene.
- Proficiency in Opera PMS or equivalent hotel systems.
- Excellent communication skills, both written and spoken.
- Fluency in English essential; additional languages an advantage.
- High level of professionalism, discretion, and integrity.
WORKING CONDITIONS
- Full-time position with flexibility for weekends and evenings.
- Direct guest-facing role in hotel lobby and public spaces.
- Extended periods of standing, walking.
- Must be able to lift up to 30kg (guest luggage assistance).
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