Head Concierge

Let your passion for discovery become a career. Explore, discover, share and inspire at St Pancras Renaissance Hotel

Position Summary

At St. Pancras, the Head Concierge leads the hotels’ team of Concierges and Luggage Porters to ensure a five-star luxury lifestyle service in all areas are received by the hotels guests. Oversees the Concierge operations to ensure the team take and confirm reservations and cancellations for guest requests for internal and external services. Supplies guests with information regarding property amenities, services, room features, and local areas of interest and activities. Responds to guest requests for special arrangements or services (e.g., spa services, transportation, religious services, babysitting, financial services, business centre services, interpretation services, reservations, dry cleaning, entertainment/sporting events, shopping) by making arrangements or identifying appropriate providers. Manages the Renaissance Brand’s Navigator program ensuring all standards in this are met.

You’ll need to know your stuff:

• Develop specific goals and plans to prioritize, organize, and accomplish work.
• Establish relationships with local attractions, restaurants and other businesses to enhance guests’ experiences.
• Ensure repeat and VIP guests are receiving appropriate service and ensure their requests are carried out.
• Provide warm welcome and anticipation of guest needs throughout their stay.
• Ensure Concierge team effectively handles guest requests and adheres to all hotel policies, procedures and standards while striving towards total guest satisfaction.

Required skills and knowledge:

• Ability to work collaboratively with hotel service team in providing exceptional customer service
• Extensive knowledge of local area, local attractions, entertainment and landmarks
• Effective decision-making skills
• Strong problem-solving skills
• Financial management skills e.g., ability to understand P&L statements, budgets, forecasting and scheduling
• Ability to effectively manage labour productivity
• Strong communication skills (verbal, listening, writing)
• Strong organization skills
• Ability to use standard software applications and hotel systems
• Effective conflict management skills
• Effective change management skills
• Strong customer and ambassador relation skills
• Knowledge of overall hotel operations as they affect department

Perks you deserve:

• Free St Pancras Experience including plus one.
• Free Access to the Gym and spa.
• Free meals at work
• Free uniform & dry-cleaning service.
• Free enrolment of BenefitHub to unlimited deals of retailers and more.
• Discount of 50% in any of the St Pancras outlets.
• Marriott Discount Card enabling to benefits from hotel room, gift shops and F&B across 130 countries.
• Travel Loan.
• 23 days holiday increasing with service.
• Annual Performance Review pay.
• Cycle to work scheme.
• Pension & Life Assurance.
• Employee Assistant Program.
• Comprehensive Training and Development program.
• Awards and recognition celebrations and many more….

Do you want to be part of a team of talented people, passionate about creating extraordinary experiences in London’s most iconic hotel? Then we look forward to receiving your application 

 Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.