Job Description:

Job Title: Head Concierge
Location: Kensington, London
Salary: £34,000–£36,500 per annum, depending on experience and qualifications
Working Hours:

• 40 hours per week, worked over five days, predominantly Monday to Friday, 9:00am–5:30pm.
• Occasional early and late shifts may be required to accommodate operational needs and ensure visibility across the different shifts, including the night team. These will be arranged in advance as part of a monthly rota.
• The role will also involve occasional rotational Duty Manager shifts, shared with the other departmental Team Leaders. Time off in lieu will be provided for these shifts.

Our client is seeking an experienced, polished and service-driven Head Concierge to lead the Front Desk Team at one of London's most prestigious ultra-luxury residential developments.

The development comprises circa 100 exclusive apartments and offers residents a five-star, hotel-style living experience, with amenities including a 24-hour concierge service, valet parking, a large indoor swimming pool, spa facilities, a private gym, sauna and steam room.

This is an excellent opportunity for an experienced hospitality or concierge professional with strong leadership skills and a passion for delivering an exceptional resident experience.

Head Concierge – Key Responsibilities

• Lead, supervise and manage the Front Desk Team, overseeing the day-to-day operation of the concierge and Front of House services.
• Set and maintain exceptional five-star service standards, ensuring a consistently polished, professional and attentive approach across the team.
• Lead by example, maintaining a visible presence at the Front Desk and ensuring the team consistently upholds the presentation, conduct and service standards expected within an ultra-prime residential environment.
• Manage staff rotas, shift patterns, daily coverage and handovers, ensuring the Front of House operation is appropriately resourced at all times.
• Monitor team performance, providing guidance, support and constructive feedback to ensure responsibilities are carried out effectively and service standards are maintained.
• Train, develop and motivate team members, encouraging a proactive, service-driven culture and taking responsibility for addressing any areas where standards fall short.
• Ensure all resident and guest enquiries, requests and operational matters are handled efficiently, professionally and with appropriate attention to detail.
• Oversee daily administrative and operational tasks, ensuring outstanding matters are followed up and communicated effectively.
• Work closely with the General Manager and other departmental Team Leaders to coordinate operational requirements and support the smooth running of the development.
• Maintain regular engagement with the night team, ensuring consistent communication, effective handovers and continuity of service standards across all shifts.
• Identify opportunities to improve team performance, operational efficiency and the overall resident experience.

Candidate Requirements

• Previous experience in a Head Concierge, Concierge Manager, Senior Concierge or similar leadership role, ideally within an ultra-luxury residential development or five-star hotel.
• Proven experience managing and leading a Front of House or concierge team, ideally with responsibility for four or more team members.
• Experience managing staff rotas, shift coverage, handovers and day-to-day team operations.
• Strong understanding of ultra-prime hospitality, with the ability to maintain the highest standards of service and professionalism.
• Impeccable personal presentation, with a polished, confident and approachable manner.
• Strong leadership skills, with the ability to motivate, develop and manage a team, lead by example and address performance issues where necessary.
• Excellent communication and interpersonal skills, with the ability to engage professionally with residents, guests and colleagues.
• Strong organisational and problem-solving skills, with a proactive, hands-on approach and the ability to manage competing priorities.
• A genuine passion for luxury hospitality, with the enthusiasm and commitment to take ownership of the role and uphold the development's standards.
• Flexibility to work occasional early and late shifts, rotational Duty Manager shifts and adjusted hours to maintain engagement with the night team.
• Eligibility to work in the UK

Remuneration and Benefits

• Annual salary of £34,000–£36,500, depending on experience and qualifications.
• 5.6 weeks' annual leave, inclusive of bank holidays.
• Salary paid monthly in arrears via bank transfer.
• A salary review may be considered following successful completion of a minimum six-month probationary period.

This is an opportunity to take a leadership position within an exclusive, ultra-luxury residential development in Kensington, overseeing a Front Desk Team and delivering an exceptional five-star resident experience.