As a Head Concierge you will manage a team of 13 in day to day operations and to support the Front Office Manager ensuring members requirements and expectations are fulfilled to the highest possible standard. Be the first “stop shop” for information on the Club, its services and rules, as well as an insider’s knowledge on best travel, restaurant, shopping, entertainment, etc.

The Role

Service Quality

• Oversee the department Concierge, Hall Porter and Cloakroom to effectively manage and motivate the team to maintain high levels of service in accordance with the Clubs standards and member expectations
• Maintaining exceptional service standards anticipating the member needs
• Supply members and guests with information regarding amenities, services, room features, and local areas of interest and activities
• Ensure members queries and bookings are dealt with efficiently following the Club’s standard of excellence with a can do approach to accommodate all requests
• Be fully aligned with the Pall Mall clubhouse dress code and ensure team are also fully trained accordingly.  Know Woodcote Parks dress code to be able to advise members
• Ensure all members/guests comply with the dress code on arrival, prior to visiting any outlets

Resource Planning/ People Management

• Ensure individual team members are trained, coached and mentored to demonstrate the Club values and behaviours
• Assist with all training manuals to ensure the Club’s standards of excellence are maintained throughout the member’s experience
• Rota management and organisation of sickness and absence cover, identifying team training requirements, maintaining staff discipline, handling complaints professionally and effectively ensuring that the arrival experience is meticulously organised, with areas always clean and tidy

Service Delivery/ Operations

• Deal with member queries and complaints professionally and efficient manner ensuring positive outcome, exceeding expectations
• Provide tickets and/or reservations for theatres, restaurant, or other form of entertainment as well as flight tickets and transportation
• Within the team ensure detailed knowledge of the clubhouse, its rules (especially dress code) and facilities are clearly understood in order to guide, and answer member queries
• Ensure secure systems and procedures are in place to provide luggage assistance to all arriving and departing members and guests, that all have all their own luggage and belongings

To cover Duty Manger shifts

Health and Safety/ Compliance

• Train and coach all staff to ensure the team is fully compliant with H&S legal requirements
• Encourage each team member to be responsible for H&S throughout the Club and ensure any hazard are identified and dealt with and/or reported accordingly
• Be fully conversant with the fire policy and fire panel and what actions to take in case of activation

Key Data

Qualifications & Training

Essential

• Good understanding of Opera PMS
• Customer service including Telephone techniques
• Effective Management
• Driving licence

Desirable

• First Aider certificate (can be obtained once employed)

Knowledge

Essential

• At least 2 years in a similar position or as a deputy Concierge in a luxury environment
• Knowledge of London

Skills and Abilities

Essential

• Excellent communicator
• Excellent command of English language
• Able to empathize with a diverse range of people
• Excellent attention to detail
• Problem solver

Personal Qualities

Essential

• Team player
• Integrity and discretion
• Positive with “can do” approach
• Approachable and willingness to help

Values

• Heritage
• Excellence
• Accountability
• Respect
• Trust

Core Behaviours

• Focused
• Passionate
• Team Player
• Integrity
• Responsible