Job Ref: MAR1456
Branch: Mar Hall Golf Spa Resort
Location: Mar Hall Golf Spa Resort, Bishopton
Salary/Benefits: Competitive Salary including company benefits.
Contract type: Permanent
Hours: Full Time
Shift pattern: A mix of early, mid and late shifts. Evening and weekend availability required.
Hours per week: 40
Posted date: 26/07/2026
Closing date: 06/09/2026
ROLE OVERVIEW
JA Mar Hall is continuing an exciting journey as one of Scotland’s premier luxury resorts. Following an extensive refurbishment and with further investment planned, we are focused on continually elevating our guest experience whilst progressing towards Forbes Travel Guide standards.
The Head Concierge is a key leadership role within the wider Front Office team and is responsible for leading the Concierge operation, ensuring every guest receives an exceptional five star arrival, departure and throughout stay experience.
Reporting directly to the Front Office Manager, you will lead the Concierge team, creating a culture of genuine hospitality, professionalism and personalised service. You will ensure every interaction reflects warmth, efficiency and attention to detail, whilst inspiring your team to consistently exceed guest expectations.
This is a highly operational role requiring an experienced hospitality professional who enjoys being visible within the resort, building relationships with guests and supporting colleagues across all departments. You will take ownership of the Concierge operation, proactively anticipating guest needs whilst responding confidently to requests, creating memorable experiences that showcase both JA Mar Hall and the very best of Scotland.
Working as part of the wider Front Office leadership team, you will collaborate closely with Reception, Guest Experience Hosts, Housekeeping, Food Beverage, Golf, Spa and all operational departments to deliver a seamless luxury guest journey.
KEY RESPONSIBILITIES
Concierge Leadership
- Lead the day to day operation of the Concierge department, ensuring exceptional service is consistently delivered.
- Manage, coach and develop the Concierge team through visible leadership, daily coaching and regular feedback.
- Create a positive team culture focused on professionalism, accountability and exceptional guest care.
- Ensure the Concierge team consistently delivers a five star arrival, departure and guest request experience.
- Lead by example, maintaining a visible presence within the hotel lobby and guest arrival areas.
- Support recruitment, induction, training and ongoing development of Concierge colleagues.
Guest Experience
- Deliver warm, personalised welcomes and memorable departures for every guest.
- Anticipate guest needs and proactively create memorable experiences throughout each stay.
- Respond confidently and efficiently to guest requests, ensuring every enquiry is handled with professionalism and attention to detail.
- Organise bespoke itineraries, transportation, restaurant reservations, local experiences, golf, spa bookings and special occasions.
- Support VIP arrivals, celebrations and personalised guest experiences across the resort.
- Take ownership of guest concerns, ensuring timely resolution and service recovery where required.
- Build meaningful relationships with returning guests, recognising preferences and anticipating future requirements.
Local Knowledge Destination Expertise
- Act as a knowledgeable ambassador for both JA Mar Hall and Scotland.
- Maintain an excellent understanding of Scotland’s leading visitor attractions, luxury experiences, historical sites, cultural destinations, restaurants, transport options and seasonal events.
- Develop strong relationships with trusted local partners and suppliers to create exceptional bespoke experiences for guests.
- Provide confident recommendations tailored to individual guest interests, ensuring every stay is personalised and memorable.
- Continually develop local knowledge to remain informed of new attractions, events and luxury experiences.
Service Culture Standards
- Champion the JA Resorts Hotels service philosophy through positive leadership and leading by example.
- Support the Front Office Manager in embedding a culture of genuine hospitality, daily coaching and continuous improvement.
- Deliver daily team briefings and energisers, ensuring colleagues are engaged, motivated and prepared for service.
- Develop, implement and continuously review Concierge Standard Operating Procedures.
- Support the hotel’s progression towards Forbes Travel Guide standards by embedding luxury service behaviours throughout the Concierge operation.
- Monitor guest feedback and identify opportunities to continually enhance the Concierge experience.
Collaboration Communication
- Work collaboratively with Reception, Guest Experience Hosts, Housekeeping, Food Beverage, Spa, Golf, Maintenance and all operational departments to ensure a seamless guest journey.
- Communicate guest preferences, VIP requirements and special requests clearly and effectively across departments.
- Support operational planning for arrivals, departures, weddings, events and resort activities.
- Build strong working relationships across the hotel, promoting teamwork and exceptional communication.
Commercial Awareness
- Promote resort facilities, dining experiences, spa treatments, golf experiences and local attractions where appropriate to enhance both the guest experience and commercial performance.
- Identify opportunities to personalise guest experiences whilst supporting wider resort revenue objectives.
- Maintain excellent knowledge of resort offerings and confidently promote experiences that add value to each guest stay.
Health, Safety Compliance
- Ensure Concierge operations comply with company policies, health and safety legislation and GDPR requirements.
- Promote safe working practices throughout the Concierge operation.
- Maintain the highest standards of presentation, professionalism and guest confidentiality at all times.
WHAT WE ARE LOOKING FOR
About You:
- Previous experience within a Concierge leadership role or senior Concierge position within a four or five star luxury hotel or resort.
- Experience leading, developing and motivating guest facing teams.
- A genuine passion for luxury hospitality and delivering exceptional personalised guest experiences.
- Extensive knowledge of Scotland, including key tourist attractions, luxury experiences, transport networks, cultural destinations and visitor recommendations.
- Excellent organisational and communication skills with the ability to manage multiple priorities.
- Strong problem solving ability with a calm and professional approach.
- Knowledge of Forbes Travel Guide standards would be advantageous but is not essential.
- Experience working within a luxury hospitality environment is essential.
Personal Attributes
- Warm, engaging and naturally guest focused.
- Professional with exceptional personal presentation.
- A visible leader who enjoys coaching and developing others.
- Highly organised with exceptional attention to detail.
- Confident, proactive and solutions focused.
- A natural relationship builder with a passion for creating memorable guest experiences.
- Proud to represent both JA Mar Hall and Scotland as a luxury destination.
What Success Looks Like
- A Concierge team consistently delivering exceptional five star arrival, departure and guest request experiences.
- Outstanding guest satisfaction and positive feedback relating to Concierge services.
- A highly engaged Concierge team that demonstrates professionalism, confidence and genuine hospitality.
- Exceptional collaboration across the wider Front Office team and all operational departments.
- Guests receiving personalised recommendations and memorable Scottish experiences that enhance their stay.
- A Concierge operation that supports JA Mar Hall’s journey towards Forbes Travel Guide standards whilst delivering authentic luxury hospitality every day.
WHY JOIN US
Company Benefits:
At JA Mar Hall, you’ll find more than a job - you’ll build a career within a global hospitality family. We offer a range of additional benefits featuring:
- Complimentary luxury leisure club membership.
- Discounted leisure club membership for your friends family.
- 50% discount on Spa treatments for yourself, and your friends family.
- Generous Golf day discounts for you, friends, and family.
- 50% discount on food for you +3 guests, and 25% off beverages available across the resort dining outlets.
- Discounted colleague overnight stays for JA Mar Hall and JA The Bruntsfield, Edinburgh.
- Friends family hotel rates at JA Mar Hall and JA The Bruntsfield, Edinburgh.
- Exclusive access to Wisdom, our confidential wellbeing support programme including access to medical, mental health, financial and counselling advice and support, for you or your family.
- Access to exclusive £100 room rates across the PoB Hotels collection.
- Free on-site parking at JA Mar Hall.
- Recommend-a-Friend bonus scheme.
About Us
JA Mar Hall Golf Spa Resort is a peaceful countryside retreat and soulful escape, your haven of Scottish charm, spa indulgence, and championship golf. Recently, Mar Hall proudly joined the JA Resorts Hotels portfolio, a heritage hospitality brand with properties across Dubai, the Maldives, Seychelles, and Scotland. This exciting new chapter brings global expertise and fresh vision to our estate, while staying true to the warmth and authenticity that guests have always cherished.
As part of JA Resorts Hotels, our team is now connected to a wider international family, offering new opportunities for growth, innovation, and career development. Together, we are shaping a future where Scottish heritage meets world-class hospitality.
We will look to grow your aspirations and help you achieve your ambitions within the hospitality industry; from the golf course to the kitchen we have the opportunity for you. We believe that people make the business; they make the difference and define our guest’s experiences. If you’re passionate about hospitality we would like to hear from you.
