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).