Concierge

As Concierge at Hotel Gotham - Newcastle, you are the embodiment of refined hospitality and the go-to expert for all guest enquiries, needs, and requests. With an exceptional knowledge of the local area and a network of trusted contacts, you will provide tailored recommendations, secure high-demand reservations, and deliver world-class service that enhances every guest's stay. You are more than an information point-you are a trusted advisor, a problem solver, and a key contributor to the overall luxury experience of the hotel. Your role is integral to the guest journey and is carried out with precision, discretion, and warmth., Guest Experience & Personal Service

• Offer a warm and elegant welcome to all guests, ensuring they feel recognised and valued throughout their stay.
• Anticipate guest needs and proactively offer assistance with itinerary planning, dining, entertainment, shopping, and transport.
• Make arrangements for restaurant bookings, theatre tickets, private tours, personal shoppers, spa appointments, special celebrations, and more.
• Handle special requests, including those of VIPs, repeat guests, and celebrities, with the highest level of discretion and confidentiality.
• Provide an unforgettable "Gotham" experience by exceeding guest expectations in every interaction.
Operational Excellence
• Maintain up-to-date knowledge of all hotel services, facilities, promotions, and operating hours.
• Liaise with other departments (housekeeping, F&B, guest relations) to coordinate and fulfil guest needs efficiently.
• Maintain a Concierge desk that is professional, inviting, and equipped with relevant collateral and information.
• Record all guest requests and preferences accurately within the Property Management System and CRM tools.
Local Knowledge & Networking
• Remain informed on local attractions, cultural events, transport options, retail offerings, and city highlights.
• Build and maintain strong relationships with trusted local vendors, restaurants, drivers, and experience providers.
• Stay updated on trends and news affecting guest experiences, including closures, new openings, and exclusive opportunities.
• Support the hotel's image as a local tastemaker and cultural insider.
Administration & Communication
• Ensure all guest requests and bookings are confirmed in writing and tracked appropriately.
• Assist with parcel handling, luggage storage, and courier services as needed.
• Maintain a detailed log of guest interactions, arrangements, and follow-up actions for quality control.
• Support pre-arrival planning and communication with incoming guests, ensuring all preferences are arranged in advance.
CORE COMPETENCIES & PERFORMANCE INDICATORS
• Delivers intuitive, personalised service with discretion and attention to detail.
• Maintains expert-level local knowledge and a global mindset.
• Responds to guest enquiries efficiently and professionally.
• Supports positive guest feedback and repeat business through excellence in service.
• Builds strong partnerships with reputable external providers and local contacts.
• Acts with discretion, integrity, and professionalism at all times.
  
  Hotel Gotham - Newcastle The Old Fire Station, Pilgrim Street, Newcastle Upon Tyne, Tyne and Wear, NE1 6SE