Concierge

"The world is yours with Meliá"

Joining Meliá Hotels International is to embark on a journey without borders, where your potential to grow, lead and inspire has no limits. It's knowing that the world is yours - that you can elevate your career across countless destinations, all while being part of one warm, supportive, and passionate family.

Concierge

Department: Guest Experience
Location: ME London
Reports to: Head Concierge
Package: £14.76 per hour + Service Charge approx £4K per year
Working Pattern: 4 days on / 4 days off

What's in it for you?

• Global career opportunities across more than 350 hotels
• Hotel discounts for you, your friends & family across the globe
• Generous hotel service charge
• Life Assurance x3 Salary
• Health cash plan & discounted dental & optical cover
• Company pension scheme
• Loyalty rewards & refer a friend bonus (£500)
• 29 days' holiday including bank holidays
• Access to Meliá's global e learning platform for personal & professional development
• High street savings through Perks at Work
• Meals on duty

Mission

As Concierge, you will act as an expert prescriber and authentic ambassador of the destination, responsible for receiving and managing guest requests while delivering personalised services and unique experiences.

You will play a key role in ensuring guest satisfaction by tailoring recommendations, anticipating needs and exceeding expectations. Through your strong service orientation and excellent knowledge of the destination, you will contribute to delivering exceptional guest experiences and supporting the hotel's reputation for service excellence.

Key Responsibilities Operational Excellence

• Deliver destination experiences aligned with the hotel's strategy, offering guests personalised services and products based on their preferences.
• Manage all guest requests efficiently, ensuring timely responses and applying upselling and cross selling techniques to maximise additional hotel revenue.
• Personalise each guest's stay by anticipating needs and ensuring an exceptional customer experience that exceeds expectations.
• Manage guest incidents and requests in line with established service protocols and procedures.
• Ensure full compliance with departmental attributes, service standards, and operational manuals.
• Utilise guest experience management tools effectively and remain aware of Voice of the Customer results, supporting defined improvement plans.
• Maintain and support the Sensory Architecture defined for the concierge and guest experience areas.
• Verify material orders according to product guidelines, ensuring efficient use of resources and cost optimisation.

What we're looking for

• Training in Tourism, Social Sciences, Public Relations or a related field
• Minimum 2 years' experience in a similar concierge or hospitality role
• Excellent knowledge of the destination and local experiences
• Strong service orientation with a passion for delivering personalised guest experiences
• Ability to work collaboratively as part of a team
• Excellent communication and interpersonal skills
• Strong organisation, planning and problem solving abilities
• Proactive mindset with attention to detail and innovation
• Proficiency in Microsoft Office 365 and hotel management systems
• Advanced English required; additional languages are an advantage

Because belonging to the great Meliá family is being VIP

Our Commitment to Diversity & Inclusion

We are proud to be an equal opportunity employer. We celebrate diversity and strive to create an inclusive and accessible environment for all. At Meliá, we believe our differences make us stronger and help drive innovation. We are also committed to sustainability, building a responsible present and a better future.