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Head Concierge
We are looking for an experienced, passionate and personable Head Concierge to join the Front of House team at Southampton Harbour Hotel & Spa.
As Head Concierge, you will play a key role in delivering the exceptional five-star guest experience our hotel is known for. You will lead the Concierge team, ensuring every guest receives a warm, professional and personalised welcome from the moment they arrive, while also anticipating their needs throughout their stay.
Located in Ocean Village, Southampton Harbour Hotel is a busy luxury hotel with a strong leisure, corporate and cruise market. This is a fantastic opportunity for someone who thrives in a fast-paced environment and enjoys creating memorable experiences for guests.
Key Responsibilities
- Lead, motivate and develop the Concierge team, ensuring consistently high standards of service.
- Take ownership of the guest journey from arrival through to departure, ensuring every interaction reflects our five-star standards.
- Welcome guests personally and ensure they receive a warm, professional and personalised experience.
- Coordinate luggage arrivals, departures, storage and deliveries, ensuring belongings are handled with care and efficiency.
- Assist guests with taxis, transfers, local recommendations, restaurant reservations, tickets, experiences and other requests.
- Maintain an excellent knowledge of Southampton, the New Forest and surrounding areas, including restaurants, attractions, transport links and local experiences.
- Work closely with Reception, Housekeeping, Food & Beverage, Spa and Management teams to ensure seamless communication and service.
- Take ownership of VIP, repeat and special occasion arrivals, ensuring appropriate arrangements are in place before the guest arrives.
- Support the team during busy arrival and departure periods, including cruise days and peak weekends.
- Assist with guest transportation and cruise transfers, ensuring arrangements are communicated clearly and efficiently.
- Monitor and maintain Concierge equipment, luggage areas and Front of House presentation to the highest standard.
- Handle guest feedback and service recovery confidently and professionally, escalating matters to the appropriate manager when required.
- Ensure all guest requests and important information are accurately recorded and communicated between departments.
- Support the Front of House Management team with the smooth running of the department and wider hotel operations.
- Lead by example, demonstrating exceptional communication, presentation and professionalism at all times.
- Ensure all hotel standards, procedures and health & safety requirements are followed.
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About You
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We are looking for someone who is naturally warm, confident and service-focused, with a genuine passion for hospitality.
You will ideally have:
- Previous experience within a Concierge, Guest Relations, Front Office or luxury hospitality environment.
- Previous supervisory or leadership experience.
- A genuine passion for delivering exceptional guest experiences.
- Excellent knowledge of Southampton and the surrounding area, or a willingness to develop this quickly.
- Strong communication and interpersonal skills.
- The ability to remain calm, organised and professional in a busy environment.
- Excellent attention to detail and the ability to anticipate guest needs.
- Confidence dealing with VIPs, high-profile guests and challenging situations.
- Strong organisational skills and the ability to prioritise multiple requests effectively.
- A professional appearance and excellent personal presentation.
- A flexible approach to working hours, including weekends, evenings and busy periods.
- A full UK driving licence is required.
For Harbour Hotels privacy notice, click here. For Harri’s privacy notice click here.
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