The Concierge role offers the opportunity to become the primary point of contact for guests throughout their stay, delivering intuitive, discreet and highly personalised service within a luxury boutique hospitality environment.
The Concierge is responsible for creating memorable guest experiences, providing local knowledge and assistance, supporting arrivals and departures, and ensuring guests receive an exceptional standard of care from the moment they arrive until departure.
As Eleven Royal Terrace has been designed as a luxury private residence rather than a traditional hotel, the Concierge plays a key role in delivering a highly personalised and residential guest experience.
Key Responsibilities
Guest Arrival & Departure
- Welcome guests in a warm, professional and engaging manner.
- Manage guest check-ins and check-outs efficiently and discreetly.
- Escort guests to their rooms and introduce the property's facilities and services.
- Assist guests with luggage and personal belongings during arrival and departure.
- Coordinate guest transportation, taxis and transfers where required.
- Provide support with valet parking arrangements and directions.
Concierge Services
- Act as the central point of contact for guest enquiries and requests.
- Provide recommendations and reservations for restaurants, attractions, events and experiences.
- Coordinate special guest requests, celebrations and bespoke experiences.
- Assist with ticket bookings, transportation planning and local arrangements.
- Maintain excellent knowledge of Edinburgh and surrounding attractions.
- Anticipate guest needs and proactively identify opportunities to enhance their stay.
Guest Experience
- Build rapport with guests and develop a detailed understanding of preferences and requirements.
- Handle guest concerns and feedback promptly and professionally.
- Deliver service that reflects privacy, exclusivity and luxury.
- Support VIP guest arrivals and special events.
- Maintain detailed communication with operational departments to ensure seamless service delivery.
Front of House Operations
- Maintain the presentation and professionalism of the reception and public areas.
- Monitor guest arrivals and departures throughout the day.
- Support lounge, breakfast and guest service operations during peak periods.
- Assist with room inspections and guest requests where required.
- Ensure guest information and records are maintained accurately and confidentially.
Health, Safety & Compliance
- Actively uphold all Health & Safety standards across the property.
- Support a culture where Health & Safety is a shared responsibility.
- Ensure safe manual handling practices are followed at all times.
- Proactively identify and report maintenance, safety or compliance issues.
- Support emergency procedures and guest welfare requirements as required.
Physical Requirements of the Role
Eleven Royal Terrace is a historic townhouse property and does not have guest or service lifts.
The Concierge position is a physically active role requiring:
- Frequent use of stairs throughout the working day.
- Carrying and transporting guest luggage between floors.
- Escorting guests throughout the property.
- Standing and walking for extended periods.
- Assisting with deliveries and guest-related items where required.
Applicants should be comfortable working within a multi-level building and undertaking the physical elements associated with luxury guest service.
Required Experience
- Previous concierge, front office, guest service or hospitality experience preferred.
- Experience within a luxury hotel, boutique property, private members club or premium hospitality environment would be advantageous.
- Strong local knowledge of Edinburgh desirable.
- Experience delivering personalised guest service.
Skills and Attributes
- Warm, engaging and naturally guest focused.
- Exceptional communication and interpersonal skills.
- Professional, polished and well-presented.
- Highly organised with strong attention to detail.
- Able to remain calm under pressure.
- Confident in handling guest requests and solving problems.
- Physically fit and comfortable working in a multi-level property.
- Reliable, flexible and professional at all times.
Indicative Working Pattern
Full-time or part-time positions available.
The role operates on a rota basis, including mornings, evenings, weekends and public holidays, aligned to guest arrival and departure patterns and business requirements.
What Makes This Role Different
Eleven Royal Terrace has been designed more akin to a luxury private residence than a traditional hotel.
The successful candidate must understand how to create:
- A sense of exclusivity and privacy
- Residential luxury
- Calm sophistication
- Intuitive service
- Memorable emotional connection
This is an opportunity to join a genuinely unique luxury boutique property at launch stage and help shape the culture, standards and reputation of the property from inception.
Pay: From £27,000.00 per year
Benefits:
Work Location: In person
