Concierge/Luggage Porter

BRAND INTRODUCTION

At
Montcalm Collection, we believe that timeless style and genuine hospitality are
more than just values, they’re a way of life. Our people are the heart of our
hotels: passionate individuals working together as a team, united by an
unwavering commitment to providing first-class personal service.

Our collection spans some of London’s most storied
buildings, from elegant Georgian townhouses and an 18th-century brewery to a
historic head office and a contemporary architectural landmark. Each hotel has
its own unique story and within everyone, our team creates unforgettable
experiences for our guests.

While our walls speak of history, it’s our people,
their ambition and their creativity that shapes our future.

Join us and become part of a culture that celebrates
individuality, nurtures potential and upholds the very highest standards of the
art of hospitality.

SCOPE & GENERAL PURPOSE

The role is responsible for
delivering a warm, professional, and seamless guest experience from arrival to
departure. Acting as a key ambassador of the hotel, the position focuses on
welcoming guests, handling and storing luggage with care, and providing
knowledgeable assistance on hotel services and local attractions. The role
requires close coordination with front house and housekeeping, teams to ensure
smooth guest journeys, while consistently upholding luxury service standards,
safety procedures, and a high level of professionalism. The successful
individual will demonstrate exceptional customer service, attention to detail,
and a genuine passion for hospitality, ensuring every guest interaction exceeds
expectations.

LEADERSHIP COMPETENCIES

1. Guest
Engagement & Service Excellence

·
Anticipates guest needs, delivering tailored
solutions with discretion.

·
Creates memorable moments by offering
thoughtful, personalised service.

·
Handles enquiries and requests promptly and
professionally.

2. Local
Knowledge & Expertise

·
Maintains up-to-date knowledge of London’s
attractions, dining, shopping, and cultural events.

·
Builds relationships with trusted partners,
suppliers, and venues.

·
Provides insider recommendations to enhance
guest experiences.

3. Operational
Effectiveness

·
Coordinates transport, reservations, and
special arrangements.

·
Works closely with Front Office and other
departments to ensure smooth guest journeys.

·
Manages luggage assistance, deliveries, and
guest requests efficiently.

4. Communication
& Collaboration

·
Acts as the link between guests, hotel
departments, and external partners.

·
Maintains clear and accurate records of guest
requests and arrangements.

·
Represents the hotel with confidence and
professionalism.

5. Problem
Solving & Flexibility

·
Responds calmly to unexpected challenges or
last-minute guest requests.

·
Thinks creatively to provide solutions in line
with luxury hospitality standards.

·
Remains adaptable to evolving guest
expectations.

KEY
RESPONSIBILIES

·
Greet guests warmly upon arrival and assist
with the unloading of luggage from and to vehicles.

·
Escort guests to their rooms while providing
information about the hotel’s amenities and services.

·
Handle guest luggage with care and ensure it is
delivered promptly to the correct rooms.

·
Tag and store luggage securely in the
designated area, ensuring proper labelling for easy retrieval.

·
Assist guests with storing luggage before
check-in or after check-out.

·
Support guests with all inquiries and requests,
ensuring that each interaction exceeds expectations. Offer warm, personalized
service tailored to individual guest preferences.

·
Coordinate with other departments
(housekeeping, front desk) to ensure luggage is delivered or picked up
efficiently.

·
Be knowledgeable of in-house facilities and
services and promote them in proactive manner.

·
Provide guests with detailed information on
local attractions, dining, shopping, entertainment, and cultural experiences.
Stay informed about the latest events and activities in the area.

·
Assist guests with booking transportation,
arranging local tours, or other concierge services.

·
Respond to guest inquiries and requests
promptly and courteously.

·
Communicate effectively with the front desk and
other departments to manage guest arrivals and departures smoothly.

·
Report any guest preferences, special requests,
or issues to the Head Concierge or relevant department.

·
Uphold the hotel’s standards of service
excellence and professionalism in all interactions.

·
Answer and manage incoming calls and emails
ensuring all communication is handled professionally and efficiently.

·
Ensure that the hotel lobby, entrance, and
luggage storage areas are clean, organized, and presentable always.

·
Assist the Management in any tasks introduced
to enhance the guest journey or the positively impact the business.

·
Adhere to health and safety regulations and
security procedures in luggage handling.

·
Respond to emergency situations calmly and
efficiently, following hotel protocols.

This
job description sets out the main responsibilities related to the role at
Montcalm Collection. It is not intended to be exhaustive, and duties may be
varied from time to time as required by management to meet the needs of the
business.

SKILLS &
QUALIFICATIONS

·
Minimum of 1 year of experience in a similar
role is desired.

·
Excellent communication and interpersonal
skills.

·
Exceptional customer service orientation with a
commitment to exceeding guest expectations.

·
High attention to detail and commitment to a
luxury quality service,

·
A friendly and approachable attitude with a
genuine passion for hospitality.

·
Impeccable grooming and presentation standards

·
Ability to work under pressure and handle
challenging situations with grace.

·
Flexibility to adapt to changing guest needs
and preferences.

·
Problem-solving skills with a focus on guest
satisfaction.

·
Strong organisational skills and multitasking
abilities.

·
Exceptional customer service skills with a
passion for delivering a luxury guest experience.

·
High level of professionalism, discretion and
integrity.

·
Fluency in multiple languages is a plus.

WORKING
CONDITIONS

·
Full-time position with flexibility for
weekends and evenings.

·
Direct guest-facing role in hotel lobby and
public spaces.

·
Extended periods of standing, walking.

·
Must be able to lift to 30kg (guest luggage
assistance).