Receptionist

We are seeking an exceptional Head Concierge to lead our concierge and guest experience function within one of Liverpool's most prestigious luxury hotels.

Key Responsibilities

• Lead the Concierge and Porterage team to deliver an exceptional, intuitive and personalised guest experience from arrival to departure.
• Act as the ultimate local expert for Liverpool, providing curated recommendations, reservations and insider knowledge tailored to each guest.
• Oversee VIP guest arrivals, special occasions and high profile stays with meticulous attention to detail.
• Manage guest requests efficiently, ensuring seamless coordination across Front Office, Housekeeping, Food & Beverage and external partners.
• Build strong relationships with local attractions, restaurants, authorised transport providers and luxury service partners to enhance the guest journey.
• Anticipate guest needs and proactively create memorable "above and beyond" experiences.
• Lead rota planning, training and performance development within the concierge team.
• Ensure smooth arrival and departure experiences, including valet coordination, luggage handling and lobby operations.
• Handle guest feedback and service recovery with professionalism, empathy and urgency.
• Support Front Office leadership in maintaining exceptional service standards and operational efficiency.
• Champion brand standards and embody the MGallery philosophy of meaningful, story driven hospitality.

Qualifications

• Proven experience in a luxury hotel concierge or Front Office leadership role.
• Strong knowledge of Liverpool's hospitality, cultural and entertainment scene (or proven ability to build it quickly).
• Exceptional communication and interpersonal skills with a natural flair for guest engagement and team motivation to deliver the same standards of hospitality.
• A confident leader with experience managing and inspiring frontline service teams.
• Highly organised, calm under pressure and able to multitask in a fast paced environment.
• A proactive problem solver with a "can do" attitude and strong attention to detail.
• Passionate about delivering personalised, memorable guest experiences at the highest level.
• Committed to excellence and aligned with the values of luxury hospitality.

Benefits

• Member of Accor and RBH groups with full benefits, including the ALL Heartists programme and RBH company benefits such as an extra day's holiday for your birthday and a pension scheme.
• Municipal Hotel benefits: friends and family rates, discounts, free meals on duty, gratuities, discounted local parking and social events.
• Access to preferential rates in hotels and exclusive discounts with a wide range of partners.

To learn more about our full benefits package, click here to watch our RBH employee benefits video.