Head Concierge, The Savoy Hotel - London, England

Company Description · The Savoy · is one of the world's most iconic hotels. We are the original British luxury hotel, opened in 1889, and have a reputation for outstanding service excellence. We blend our rich history with innovation, and have played host to royalty, world leader ...

Job description

Company Description
The Savoy
is one of the world's most iconic hotels. We are the original British luxury hotel, opened in 1889, and have a reputation for outstanding service excellence. We blend our rich history with innovation, and have played host to royalty, world leaders, and legends of the stage and screen. Today, we pride ourselves on creating special memories for our guests by delivering the very best in five-star luxury hospitality.

Our award-winning, colleague-centric culture truly differentiates us in the luxury hospitality marketplace. We offer competitive salaries and benefits, along with outstanding career development opportunities globally within Fairmont.

• Top Ten (Big Organisations) – Sunday Times Best Places to Work 2025

• HR in Hospitality Awards 2025:

• Excellence in Employee Experience

• HR Team of the Year

• HR Leader of the Year – awarded to our Director of People & Culture, Sally Webster

• Institute of Hospitality Awards 2025

• Talent Development Team of the Year

Job Description
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.

Qualifications
What you will need to do in this role?

• Minimum 3-5 years' experience in a similar or equivalent Concierge role within a Five-Star luxury hotel.
• Proven experience operating within Forbes Five-Star or equivalent ultra-luxury standards.
• Exceptional knowledge of London, particularly The West End, fine dining, entertainment, retail and exclusive experiences.
• Outstanding communication skills, both written and verbal, with the ability to engage confidently at executive and VIP level.
• A charismatic, polished and highly professional presence aligned with The Savoy brand.
• Strong commercial awareness with a track record of driving revenue and enhancing guest value.
• Excellent organisational and leadership skills, with the ability to inspire high-performing teams.
• Proficiency in Opera PMS, Alice and relevant hotel systems.
• Absolute discretion, cultural sensitivity and a guest-first mindset.

Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.
Additional Information

• Competitive salary, pension, and life assurance
• 31–33 days of holiday (including public holidays)
• Cashback for wellbeing/healthcare expenses & Perkbox

• Exclusive discounts:

• Savoy, Fairmont, Raffles, and Accor hotels (friends & family rates included)

• 50% off at American & Beaufort Bars, Afternoon Tea, spa, florist, and select Gordon Ramsay restaurants

• 20% off at other Gordon Ramsay restaurants and Restaurant 1890

• Free stay at The Savoy after probation

• Colleague restaurant, interfaith prayer room and wellness room
• Laundry services for all colleagues
• Gym access, cycle-to-work scheme and Virgin Active membership discount
• Season ticket loan for commuting
• Employee assistance program
• Optician reimbursements, and local discounts for F&B and retail