Night Concierge

As a Night Concierge at Hotel Café Royal, you will be an integral part of a new generation of Guest Services professionals, embodying the essence of 21st-century hospitality. You will take immense pride in being the ultimate source of knowledge for our cherished guests and colleagues, delivering exceptional and anticipatory service.

With the keys to Londons most exclusive venues and events, you will connect our guests to the best the city has to offer. Your role is to ensure guests receive not only the information they request but also the guidance they didnt yet realize they needed, creating memorable experiences and ensuring their stay exceeds expectations.

This position involves 12-hour shifts on a "4 days on, 4 days off" rotation from 8:00 PM to 8:00 AM, including weekends and holidays.

Key Responsibilities:

• Welcome and assist guests with warmth and professionalism, setting the tone for a remarkable stay.
• Provide expert recommendations for exclusive venues, events, restaurants, and cultural experiences in London.
• Anticipate guest needs by offering personalized services and preemptive solutions.
• Coordinate and arrange transportation, dinner reservations, theatre tickets, and bespoke experiences tailored to individual preferences.
• Act as a trusted resource and guide, delivering accurate, up-to-date information with enthusiasm.
• Handle guest requests efficiently and accurately, ensuring seamless communication with other departments.
• Maintain and manage the nightly concierge log, recording guest interactions, feedback, and any special requests.
• Support the Night Manager with administrative tasks and operational duties as required.
• Monitor the lobby and entrance areas, ensuring a secure and welcoming environment throughout the night.
• Address and resolve guest concerns or complaints promptly, ensuring guest satisfaction.
• Stay informed about upcoming events and city highlights to proactively share recommendations with guests.
• Provide detailed handovers to the day concierge team, ensuring continuity of guest service.

Your Profile:

• Previous experience in a similar concierge or guest service role, ideally within a luxury hotel environment.
• Being a member of Les Clefs dOr (Golden Keys) would highly desirable.
• Exceptional knowledge of Londons attractions, nightlife, and cultural scene.
• Excellent communication and interpersonal skills, with fluency in spoken and written English.
• Familiarity with hotel systems such as Opera, Microsoft Office, and HotSOS is desirable.
• Ability to remain calm and professional under pressure, particularly during overnight hours.
• Passionate about hospitality and delivering unparalleled guest experiences.
• Charismatic, confident, and approachable, with a natural ability to engage guests.
• Meticulously organized and detail-oriented, with a proactive mindset.
• Highly discreet and trustworthy, capable of handling confidential information.

The Benefits:

• Competitive Salary for upto £32,000 per annum including service charge
• Access to heavily discounted friends and family rooms rates across the Set Hotels
• Two complimentary rooms nights per year in London, Paris or Amsterdam (after 1 year of employment)
• Up to 50% colleagues discount in all our food and beverage outlets
• Colleague wellness sessions in our Akasha spa each month including osteopath, podiatrist, yoga and fitness classes (as well as staff discounts on spa treatments)
• Regular social events, including our infamous Summer Party (August) and Black-Tie Annual Awards dinner (January)
• Christmas celebrations, including colleague lunch, childrens party and Christmas gift
• Automatic membership of the companys life assurance scheme from day one
• Generous discounts on retail and dining in Central London through the West End Club app
• Mental health support including Employee Assistance Programme (EAP) and mental health champions in all departments
• A variety of external benefits including gym discounts and free eye tests
• Cycle to work scheme and season ticket loan
• A wide range of both internal and external training and development programmes to support all of our colleagues career progression
• The usual bits and bobs such as free meals on duty, uniform laundry, pension & holiday

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