Senior Concierge

About the Role
As our Senior Concierge, you will be responsible for the supervision of the daily operational activities and staffing of the Visitor Centre and Train Station to assure a seamless operations of the visitor centre and the train station. You will also perform concierge duties with the team and ensure that the excellent standards of service and hospitality is delivered to the guests.

Key Responsibilities

The key responsibilities of this role will include some or all the following.

Operations of the Visitor Centre

• Organise the team rota to ensure that there are suitable levels of staffing in the visitor centre and train station throughout the trading hours

• Identify and implement improvements on services and processes to improve efficiency and guest experience

• Inspect the surrounding environment daily to ensure it is functional, clean and pleasant for guests

• Support the Company’s promotion activities, e.g. VIP promotions and redemptions, group promotions and other tourist related offers, and be able to promote this to guests

• Proactively build relationships with Village Brands, driving appropriate and relevant footfall

• Responsible for administrative procedures including security of monies and control of stock ensuring that all sales record are accurately reported to the business

• Ensure that all duties carried out within the team comply with the Company’s and our partners’, e.g. Chiltern, health and safety procedures

• Manage and produce regular reports as requested, including sales, footfall, coach tours, etc. and compile ad hoc requests as and when required

• Work with visitor centres in other villages to exchange best practice initiatives

• Involved in project work and own certain work streams as defined by the Guest Experience team

• Provide administrative support for the team as required

Concierge Duties

• Understand, take personal accountability for and proactively live the Value Retail Vision for ‘world class’ Hospitality & Service

• Welcome guests at key touch-points within the Village or at pre-designated, high footfall locations outside

• Anticipate, interpret and respond to the expressed and unexpressed needs of visiting guests in an effortless and efficient manner

• Promote all functions within the Visitor Centre relating to tourist information and the retail offer

• Promote and cross-sell all added services associated with the Village, e.g. baggage drop, valet parking, etc.

• Provide information about all Brands and the unique offer/promotions within the Village

• Plan, improve and implement hospitality initiatives within the Visitor Centre

• Proactively provide feedback and suggestions on the delivery of Hospitality or our services, which will enhance the guest experience and further raise our performance above their expectations

• Be familiar with all Village operational policies & procedures, communicating these to guests when appropriate

• Assist and advise guests with a wider tourism and hospitality offer, such as booking live entertainment, sightseeing tours, cinema tickets and restaurants, making reservations on their behalf and arranging refreshments for them

• Own and resolve customer complaint in a professional and reassuring manner

• Engage with our CRM programme and achieve sign ups to our data base

About You

We are looking for an individual who can display the following experience and skills:

• Proven track record of exemplary success in a Host, Premium Customer/Guest Services or Tourism role within a luxury environment, which could include Concierge, Tourism, events/PR or the Retail setting

• Experience in leading a small team is advantageous

• Computer literate and high proficiency in Microsoft Office

• Sound understanding of tourism, leisure, and retail sectors

• Intuitive understanding of the importance of excellence in guest experience/hospitality

• Sound understanding on the international luxury customer and their cultural norms & values

• Ability to demonstrate exceptional level of service with a high level of cultural sensitivity to customers with various background and culture

• Well-presented and well groomed, adhering to the grooming standards

• Excellent interpersonal skills, in particular in dealing with international guests, with impact & influence

• Able to work well with all levels across the business

• Ability to prioritise and adapt to changes effectively

• Fluent in English and local Village language, any other language would be beneficial