Head Concierge

ABOUT US

University Arms is a 192-bedroom design-led Hotel situated in the heart of Cambridge United Kingdom. Overlooking Parkers Piece is the Hotels quintessentially British Restaurant and Bar Parkers Tavern Library Lounge and beautiful 272 square metre wood panelled Ballroom.

Opened in 1834 as a Coaching Inn University Arms is Cambridges oldest Hotel. For 180 years the Hotel was added to updated and modernised in line with the age; however it was the reopening in 2018 after a four-year 80m full renovation that really positioned the Hotel. It is now Cambridges go to destination alluring visitors with the promise of a sense of modern luxury.

WHAT WILL YOU BE DOING

The Head Concierge is responsible for overseeing all aspects of Concierge and Guest Relations operations in line with hotel standards. They establish and uphold a concierge service philosophy that guides and supports the team in delivering exceptional service. The role includes developing and maintaining personalised guest recognition and service practices for all visitors. By ensuring that all departments are informed of guest needs and preferences prior to arrival the Head Concierge helps create a unique memorable and highly personalised guest experience.

THE DUTIES

• Deliver professional personalised concierge and guest relations services in line with Marriott brand standards and service culture.
• Ensure consistent delivery of Marriotts guest experience standards across all Front of House touchpoints.
• Anticipate guest needs and resolve concerns promptly efficiently and discreetly.
• Oversee VIP arrivals departures and special arrangements to ensure exceptional experiences.
• Maintain in-depth knowledge of local attractions events dining and transportation options and build strong relationships with local vendors tour operators restaurants and transportation providers.
• Lead supervise and develop the Concierge and Guest Relations teams through effective coaching and performance management.
• Ensure all team members are trained and compliant with Marriott brand standards policies and service values.
• Prepare and manage duty rosters in line with business and operational requirements.
• Participate in the Managers shift pattern and lead the Front Office Team as required.
• Handle escalated guest issues and make operational decisions in the absence of senior management.
• Maintain accurate records of guest requests incidents and follow-ups.
• Coordinate closely with all operational departments to ensure seamless service delivery.
• Ensure compliance with hotel policies service standards and safety procedures.
• Support the development of team members through coaching mentoring and skills-building initiatives.
• Support employee engagement by assisting with recruitment onboarding and training and by escalating employee satisfaction matters to management and Human Resources as appropriate.
• Direct Reports - Concierge Team & Guest Relations Agents

WHAT ARE WE LOOKING FOR IN YOU

• Previous experience in Concierge Guest Services or related professional area.
• Minimum 12 years in a supervisory or management role
• Excellent attention to detail and commitment to high standards
• Effective communication and organisational skills
• Ability to work flexible hours including weekends and holidays
• Organised hands-on and able to work under pressure
• Thrive in a fast-paced environment and lead by example

THE PERKS

As well as the opportunity to work with a fantastic team in an exceptional property the position comes with:

• Competitive salary
• Free meals on duty
• Team Member Incentives
• Team Member Parties
• Room and F&B discounts across the Marriott portfolio

RIGHT TO WORK:

In line with the requirements of UK immigration legislation all applicants must be eligible to live and work in the UK. Documentary evidence of eligibility to work will be required from candidates as part of the recruitment process.