Montcalm Royal London House
United by timeless style and peerless service, Montcalm Collection is London’s compendium of luxury hotels. Housed in elegant Georgian townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped skyscraper, each hotel reveals a different chapter in the city’s story. The hotels in the collection include a historic brewery, reimagined as a vibrant modern hotel: Montcalm Brewery. A property with a bold new perspective at Montcalm East, part of Marriott’s Autograph Collection. And a duo of mindful hotels which set a slower pace: Inhabit, Southwick Street and Inhabit, Queen’s Gardens, both part of Design Hotels.
A coveted retreat in the heart of the city Montcalm Royal London House revitalizes a mid-century gem near Liverpool Street. Combining classic charm with modern flair, its tech-equipped rooms overlook Finsbury Square. A serene urban spa and rooftop eatery boasting skyline vistas add to its allure.
Why Join Montcalm Collection
- Competitive salary that reflects your talent, contribution, and potential.
- Generous holiday allowance, starting at 28 days (including bank holidays) and increasing with service—supporting your life beyond work.
- Paid birthday leave, so you can celebrate your special day your way.
- We celebrate life’s milestones with you, offering generous gifts and financial support for special occasions such as weddings and the arrival of a new baby.
- Comprehensive wellbeing support, including free access to our Employee Assistance Programme provided by Hospitality Action, offering confidential support, wellbeing resources, and free legal advice.
- Tailored wellbeing experiences, from yoga sessions and life coaching to wellbeing workshops designed to support both mind and body.
- Cashback healthcare plan, covering dental, optical, physiotherapy, and alternative treatments—helping you stay at your best.
- Cycle to Work scheme, supporting a healthier and more sustainable lifestyle.
- Preferential gym membership rates, helping you maintain your health and vitality.
- Continuous learning and development opportunities, from hands-on training to leadership masterclasses—empowering your career growth.
- Paid volunteering day, giving you the opportunity to support a charity close to your heart.
- Employee referral programme, rewarding you for bringing great talent into our teams.
- Complimentary meals on duty in our team restaurant.
- Exclusive room rate discounts across the Montcalm Collection.
- International hotel discounts through Marriott Bonvoy, giving you access to exceptional global experiences.
- City-wide discounts and perks, with savings across retail, entertainment, essential services, fashion, and more.
- Recognition programmes, including vouchers and curated rewards that celebrate excellence and individuality.
- Elegant annual celebrations and social events, bringing our teams together to connect and celebrate in style.
Overview
The Head Concierge leads the concierge team in delivering exceptional, personalised service to guests, ensuring every request is handled with discretion, efficiency, and flair. This role is central to curating memorable experiences, acting as both a trusted advisor and brand ambassador.
Responsible for overseeing guest services such as transportation, reservations, and local recommendations, the Head Concierge maintains extensive knowledge of London’s cultural, dining, and entertainment scene, while building strong partnerships with external providers. The role also plays a key part in coaching and mentoring the concierge team to embody Montcalm Collection’s luxury service ethos.
Key Responsibilities
- Lead and supervise the concierge, doormen, and porter team to deliver excellent service.
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Provide personalised assistance with reservations, travel, entertainment, and cultural recommendations.
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Build and maintain relationships with trusted local partners and vendors.
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Ensure all VIPs and repeat guests receive tailored recognition and services.
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Oversee luggage handling, transport arrangements, and guest arrivals/departures.
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Oversee the daily operations of the concierge desk, ensuring adequate staffing level.
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Be present on the Lobby in the operational peak times.
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Maintain accurate guest preferences and histories in PMS.
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Train and develop concierge staff to uphold luxury service standards.
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Conduct regular performance reviews, provide feedback and foster professional growth within the team.
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Resolve guest concerns with professionalism and discretion.
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Collaborate with other departments to ensure a cohesive and elevated guest experience throughout the hotel.
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Maintain knowledge of rooms and their location, services and facilities of the hotels.
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Be knowledgeable about places, outlets and attractions are in the area and educate team accordingly.
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Have knowledge of daily house count, arrivals/departures, VIP’s, groups to be ready when service is required.
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Uphold safety, security, integrity and confidentiality at all times.
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Contribute to maintaining the hotel’s reputation for excellence.
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Follow company procedures, i.e GDPR, Health & Safety.
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Take active part in Fire Evacuation.
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Support the Director of Operations and General Manager with any tasks as required.
This job description sets out the main responsibilities related to the role at Montcalm Collection. It is not intended to be exhaustive, and duties may be varied from time to time as required by management to meet the needs of the business.
Skills & Qualifications
- Degree or diploma in Hospitality Management (or equivalent experience).
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Previous experience in a senior concierge role within luxury hospitality.
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Strong knowledge of London’s dining, cultural, and entertainment scene.
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Membership in Les Clefs d’Or aka The Golden Keys (preferred but not essential).
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Proficiency in Opera PMS or similar hotel systems.
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Fluent English required; additional languages are highly desirable.
Working Condition
- Full-time position with flexibility for weekends and bank holidays.
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Direct engagement with guests in lobby and public areas.
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Standing for extended periods may be required.
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Occasional late hours to accommodate guest needs.
Eligibility
Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.
Equal Opportunity Employer
At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice.
Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.
Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role.
Please note that we do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for these roles without prior agreement per role in writing from our Head of Human Resources, will be considered the property of the company and will not be subject to agency fees.
