About the role                                                                   

As our Senior Concierge, you will be responsible for the supervision of the daily operational activities and staffing of the Concierge Spaces – including Concierge Services, Village Kiosk and Train Station to assure a seamless operation. 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 Concierge Services, Kiosk and Train Station

• Organise the team rota to ensure that there are suitable levels of staffing in all areas 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 commercial moments 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, gift cards, F&B vouchers etc. and compile ad hoc requests as and when required
• Work with concierge 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 Concierge Services relating to tourist information and the retail offer
• Promote and cross-sell all added services associated with the Village, e.g. luggage drop, reserved parking and Hand Free Shopping
• Provide information about all Brands and the unique offer/promotions within the Village
• Plan, improve and implement hospitality initiatives within the team
• 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
• Own and resolve guest complaints in a professional and reassuring manner
• Engage with our CRM programme and achieve sign ups to our data base
• Encourage the team to sign our guests up to Membership

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, Hotels, 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, any other language would be beneficial, in particular Chinese and Arabic