Head Concierge, The Savoy Hotel

Job Title: Head Concierge
Department: Concierge                             

Inspired and Supported by: Front of House Manager

Your purpose will be: To lead, inspire and elevate The Savoy’s Concierge team, delivering an exceptional, anticipatory and highly personalised service reflective of our Forbes Five-Star standards. You will ensure every guest interaction embodies the prestige, heritage and excellence of The Savoy, while fostering strong, collaborative relationships across all hotel departments and with key external partners.

You will be accountable for:

· Leading and overseeing the Concierge, Doorman and Porter operations on a day-to-day basis, ensuring the highest luxury service standards are consistently upheld.

· Driving Forbes Five-Star and LQA excellence, embedding quality assurance, I-auditing, and continuous improvement across the department.

· Acting as a key member of the Front of House leadership team, contributing strategically to operational and commercial objectives.

· Working closely with the Front of House Manager and Director of Rooms to ensure a seamless and elevated guest journey from pre-arrival to post-departure.

· Proactively reviewing daily arrivals, including VIPs, celebrities and repeat guests, ensuring all preferences, amenities and special arrangements are flawlessly executed.

· Building and maintaining an exceptional global network of luxury Concierges, partners and destination specialists to secure exclusive access and bespoke experiences for our guests.

· Identifying and delivering anticipatory, value-enhancing services that elevate the guest experience and maximise revenue opportunities.

· Overseeing departmental scheduling, payroll planning, holiday allocation and effective workforce management.

· Leading recruitment, on boarding, training and succession planning within the Concierge team, in partnership with the departmental trainer.

· Driving performance management, productivity and structured development plans including regular coaching conversations, training pathways and appraisals.

· Establishing and maintaining a structured, continually updated knowledge database covering all guest enquiries and destination intelligence.

· Overseeing all departmental financial procedures, invoicing, supplier relationships and credit compliance in line with hotel policies.

· Managing guest concerns with discretion, urgency and the highest level of professionalism, ensuring resolution and preventing recurrence.

· Facilitating seamless interdepartmental collaboration to exceed guest expectations at every touchpoint.

· Marketing and promoting The Savoy’s Concierge services internally and externally to reinforce brand positioning and guest engagement.

· Conducting continuous research of London’s cultural, dining and luxury landscape, ensuring the team remains the leading authority on The West End and beyond.

· Undertaking any additional responsibilities as required by senior leadership in support of hotel operations.