Assistant Chief Concierge

The Savoy, A Fairmont Managed Hotel

Location: GB - London

10/11/16 17:30
Job Details
Assistant Chief Concierge

To maintain the highest standards of customer service within the Concierge department, maintaining a level of knowledge about The Savoy, Fairmont and London in general.

To provide an unprecedented service to our guests, to deputise in the absence of the Head Concierge.


The Savoy, a Fairmont Managed Hotel, is one of the world's most iconic hotels. A renowned leader in the hospitality industry, The Savoy has a reputation for outstanding service and excellence. Originally built in 1889, the hotel has a rich history and has played host to royalty, world leaders and legends of the stage and screen. Today, colleagues pride themselves on being innovative and inspirational, delivering the very best in five star luxury. Passionate about developing and promoting talent, The Savoy offers unwavering support and recognition to colleagues, as well as having a very competitive benefits plan.

Summary of Responsibilities:

1. In the absence of the Head Concierge, to be fully responsible for all aspects within the Concierge department.

2. To assist the Head Concierge with training and development of all Concierge colleagues.

3. To ensure the Savoy standards are implemented to the highest level and staffs are aware of their roles.

4. To take responsibility and maintain the company float if provided, during and at the end of each shift.

5. To ensure the Concierge department is adequately staffed at all times and duty rosters are prepared with adequate time ahead of schedule.

6. To project an impeccable appearance and ensure the neat and tidy appearance of the entire Concierge department.

7. To ensure prompt delivery and collection of all guest luggage.

8. To be responsible for the efficient and prompt handling and delivery of all messages, facsimiles mail and parcels within the hotel. To also keep records of delivery and collection of these items.

9. To be familiar with all guests’ services and information they may require. To assist guests in confirming airline tickets, making restaurant, theatre, tours, spa and travel reservations. Whilst always promoting the hotel services first.

10. To promote the Savoy chauffeur service and always use the selected cars first before considering outside companies.

11. To ensure the correct and safe handling and storage of all guests property, including ensuring that records are being kept by the Luggage Porter relevant to the above.

12. To be familiar with all hotel policies and ensure all staff are regularly advised of all changes and additions.

13. To maintain in the “GoConcierge” all the restaurants, theatre and London attractions are up to date and being regularly updated.

14. To be familiar with London restaurants, , theatre, gallery, culture and night club scene and informing the department of relevant developments.

15. To be familiar with all the courier companies and their charges.

16. To be familiar with all daily events and functions within the hotel, and liaise with the Front Office Manager ensuring the entire department has been briefed.

17. To attend the daily management meeting in the Head Concierge's absence.

18. To ensure desk, front hall, hotel entrances and baggage area are kept clean and tidy at all times.

19. To pay attention to VIP, long-standing guests and regular guests and add anything specific in the “GoConcierge” profile, while informing front office of any requirements that can be added into their guest history.

20. To liaise with the Head Concierge, Front Office Management to foresee future VIP arrivals and departures.

21. To ensure all Concierge equipment is accounted for and is in good working order.

22. To attend regular departmental meetings as required.

23. To ensure smooth operation of the car service, and to ensure that all arriving and departing guests are met by airport representatives, as well as the driver coordinating with the Hotel prior to arrival.

24. To assist the Head Concierge to regularly appraise and encourage development of the entire Concierge department and to ensure regular training sessions are carried out to maintain the highest standard.

25. To project and maintain the image of the highest standards, within and outside the hotel at all times.

26. To advise the Front Office Management or the Hotel Manager of all guests comments.

27. To record all incidents or service failures and ensure they are fully investigated. Making sure these are fully documented and reported on Royal Service system.

28. To track valet parking revenue on a monthly basis.

29. To comply with any other reasonable request.


* Previous experience in luxury hotel

* Golden Key Concierge