Job Summary
We are seeking an energetic, proactive and highly organised Multi Site Head Concierge to lead our guest services across multiple locations. Reporting directly to the Operations Manager, you will oversee the delivery of exceptional concierge experiences, ensuring seamless service, guest satisfaction and operational excellence across all sites.
This is a hands-on role requiring flexibility, initiative and a willingness to support the wider business wherever needed. In addition to managing concierge operations, you will coordinate inter-site laundry transfers, identify opportunities to grow the business through local partnerships and referrals, and ensure our properties consistently deliver an outstanding guest experience.
Your leadership will inspire teams to provide personalised support that elevates our guests' experience at every touchpoint. If you thrive in a fast-paced environment and have a genuine passion for hospitality, we'd love to hear from you.
Responsibilities
- Report directly to the Operations Manager, providing regular updates on operational performance and guest satisfaction.
- Lead and coordinate concierge operations across multiple sites, ensuring consistent service standards and exceptional guest experiences.
- Oversee guest check-in and check-out processes, reservations and special requests with professionalism and attention to detail.
- Act as the primary point of contact for guest enquiries, ensuring effective and timely communication.
- Maintain high standards of hospitality by resolving guest issues promptly and proactively exceeding expectations.
- Coordinate and undertake laundry runs between sites, ensuring linen and laundry requirements are met efficiently to support smooth day-to-day operations.
- Monitor property presentation and identify maintenance or housekeeping issues, ensuring they are reported and followed through to completion.
- Collaborate with housekeeping, maintenance, security and other operational teams to optimise the guest experience.
- Implement effective time management strategies to balance priorities across multiple locations.
- Identify and develop new business opportunities by building relationships with local businesses, corporate clients, relocation agents and tourism partners to increase occupancy and revenue.
- Promote the company's accommodation and services, encouraging repeat bookings and positive guest reviews.
- Support operational improvements by identifying opportunities to enhance efficiency, guest satisfaction and service delivery.
Requirements
- Proven experience in hotel, serviced accommodation or hospitality management, ideally with concierge or guest services experience.
- Strong leadership skills with experience managing teams across multiple sites.
- Excellent customer service and hospitality skills with a passion for creating memorable guest experiences.
- Professional telephone manner and excellent written and verbal communication skills.
- Strong organisational and time management skills, with the ability to prioritise competing demands.
- Ability to work independently and make informed decisions in a fast-paced environment.
- Knowledge of hospitality systems, reservation platforms and guest engagement best practices.
- Commercial awareness with the ability to identify and develop new business opportunities.
- A flexible, hands-on approach with a willingness to travel regularly between sites.
Must Have
- Full UK driving licence.
- Own vehicle (or ability to travel regularly between sites).
- Flexibility to work weekends and bank holidays as required.
- A positive, proactive attitude and commitment to delivering exceptional customer service.
Join us if you are passionate about hospitality, enjoy leading from the front, and want to play a key role in delivering outstanding guest experiences while helping to grow our business.
Pay: £28,000.00-£31,000.00 per year
Benefits:
Work Location: In person
