Head Concierge

We are looking for an experienced, passionate and personable Head Concierge to join the Front of House team at Southampton Harbour Hotel & Spa. As Head Concierge, you will play a key role in delivering the exceptional five-star guest experience our hotel is known for. You will lead the Concierge team, ensuring every guest receives a warm, professional and personalised welcome from the moment they arrive, while also anticipating their needs throughout their stay. Located in Ocean Village, Southampton Harbour Hotel is a busy luxury hotel with a strong leisure, corporate and cruise market. This is a fantastic opportunity for someone who thrives in a fast-paced environment and enjoys creating memorable experiences for guests.,

• Lead, motivate and develop the Concierge team, ensuring consistently high standards of service.
• Take ownership of the guest journey from arrival through to departure, ensuring every interaction reflects our five-star standards.
• Welcome guests personally and ensure they receive a warm, professional and personalised experience.
• Coordinate luggage arrivals, departures, storage and deliveries, ensuring belongings are handled with care and efficiency.
• Assist guests with taxis, transfers, local recommendations, restaurant reservations, tickets, experiences and other requests.
• Maintain an excellent knowledge of Southampton, the New Forest and surrounding areas, including restaurants, attractions, transport links and local experiences.
• Work closely with Reception, Housekeeping, Food & Beverage, Spa and Management teams to ensure seamless communication and service.
• Take ownership of VIP, repeat and special occasion arrivals, ensuring appropriate arrangements are in place before the guest arrives.
• Support the team during busy arrival and departure periods, including cruise days and peak weekends.
• Assist with guest transportation and cruise transfers, ensuring arrangements are communicated clearly and efficiently.
• Monitor and maintain Concierge equipment, luggage areas and Front of House presentation to the highest standard.
• Handle guest feedback and service recovery confidently and professionally, escalating matters to the appropriate manager when required.
• Ensure all guest requests and important information are accurately recorded and communicated between departments.
• Support the Front of House Management team with the smooth running of the department and wider hotel operations.
• Lead by example, demonstrating exceptional communication, presentation and professionalism at all times.
• Ensure all hotel standards, procedures and health & safety requirements are followed.
  
  We are looking for someone who is naturally warm, confident and service-focused, with a genuine passion for hospitality.
You will ideally have:
• Previous experience within a Concierge, Guest Relations, Front Office or luxury hospitality environment.
• Previous supervisory or leadership experience.
• A genuine passion for delivering exceptional guest experiences.
• Excellent knowledge of Southampton and the surrounding area, or a willingness to develop this quickly.
• Strong communication and interpersonal skills.
• The ability to remain calm, organised and professional in a busy environment.
• Excellent attention to detail and the ability to anticipate guest needs.
• Confidence dealing with VIPs, high-profile guests and challenging situations.
• Strong organisational skills and the ability to prioritise multiple requests effectively.
• A professional appearance and excellent personal presentation.
• A flexible approach to working hours, including weekends, evenings and busy periods.
• A full UK driving licence is required.