Head Concierge – The Randolph Hotel by Graduate Hotels

Nov 01 2022

Package: £30,000 + bonus + tips + incentives (£40,000 O.T.E)

Department:  Reception / Front Office

Reports Into: Front of House Manager


The Randolph by Graduate Hotels are looking for a Head Concierge to join their team. The role would suit someone who has led a team and worked in a customer facing management position. Hospitality professionals are preferred but we would consider those from other industries.

The hotel opened in Summer 2021 following a multi-million-pound refurbishment, returning the hotel back to its glory as a Victorian Hotel Icon. This renovation takes in all the best parts of the local area, paying homage to the university’s innovators and alumni.

The Randolph have a diverse team of experience makers and storytellers. As a Graduate Hotels team member, you are the local insider shaping guest experiences. Their goal is to make every guest feel like a local even if it’s their first time in town. In order to help you deliver on that goal, the hotel encourages team members to embody the same mindset as guests through Graduate experiences and encouraged community exploration.

As Head Concierge your main duties and responsibilities will include;

· Oversee the Concierge desk and create an environment where guest service is paramount.

· Create a world class arrival experience.

· Build and maintain relationships with local restaurants, bars, clubs, theatres, music venues, etc., that may be used by our guests.

· Consistently strive to increase guest satisfaction in relation to TripAdvisor/Booking.com/Google and general guest feedback. This will be a key KPI for the role.

· Promote in-house resources and outlets (Wellness Centre / Alice Brasserie / Drawing Room).

· Support the front desk – one team where everyone helps everyone

· Facilitate the Front Desk team to be knowledgeable with all relevant aspects of Oxford (including City events, transport, new openings, restaurant/theatre recommendations, sightseeing)

· Ensure correct reporting procedures for any guest-related incident, accident, complaint, request, are in place.

· Knowledge of all arrivals/departures and ensure guest name used at all times.

· Fully conversant with current hotel availability situation at any given time, and also future availability.

· Complete knowledge of all hotel features and services including Food & Beverage outlets (menu, price range, promotions, and opening hours), wellness (menu, opening hours), etc.

· Fully conversant with all hotel room types, numbers, layout, locations, rates.

· Fully conversant with special packages, short & long-term promotions (hotel, outlets, spa), and pass on to Sales Department any possible leads which could develop into future business.

· Form part of the fire team and assist in any emergencies which may arise.

· Ensure all necessary supplies are available for Concierge in order to work efficiently, and oversee ordering and completion of Purchase Orders in line with hotel policies and procedures.

· Maintain the ethos, brand integrity and operational standards to ensure Concierge areas (front and back of house) are well maintained.

· Respond to all issues/feedback raised in internal and external reports and liaise with FOM & Hotel Management as appropriate.

· Authorize and sign paid outs.

· Be fully involved in the preparation of the departmental and hotel budgets (including amenity costs and car park revenue), as well as any other financial reports if requested.

· Ensure Concierge fully conversant with hotel credit policy as it relates to: cash payments, credit card payments, account to company, voucher payment, and third party payment.

· Liaise and co-ordinate with Accounts department and FOM for any special billing requests and procedures.

· Meet and welcome regular and VIP guests

· Ensure guest privacy and security, respecting confidential information.

· Ensure all guest special requests are followed through and administrated.

· Ensure thorough handovers at each shift change including opportunities to wow guests and service recovery issues, as appropriate.

In return they offer;

· The opportunity of joining an exciting new adventure.

· £30,000 + bonus + tips + incentives (£40,000 O.T.E)

· Free Gym Access

· Flexible working hours

· Full Opera training

· Meals on duty in our new canteen

· Ongoing career development

· Showers & changing rooms.

· Two annual staff parties

· Company Discount

· Secure parking for mopeds, scooters and bicycles

The Randolph by Graduate Hotels are looking for someone who has:

· Customer service focus

· Proven management experience

· A minimum of two years in a similar role

· Valid Driver’s License with acceptable driving record

· Outgoing personality

· Ability to communicate effectively both verbally and in writing

· Team player