Head Concierge

We are looking for an experienced, passionate and personable Head Concierge to join the Front of House team at Southampton Harbour Hotel & Spa. As Head Concierge, you will play a key role in delivering the exceptional five-star guest experience our hotel is known for. You will lead the Concierge team, ensuring every guest receives a warm, professional and personalised welcome from the moment they arrive, while also anticipating their needs throughout their stay.

Located in Ocean Village, Southampton Harbour Hotel is a busy luxury hotel with a strong leisure, corporate and cruise market. This is a fantastic opportunity for someone who thrives in a fast-paced environment and enjoys creating memorable experiences for guests.

Key Responsibilities

Lead, motivate and develop the Concierge team, ensuring consistently high standards of service. Take ownership of the guest journey from arrival through to departure, ensuring every interaction reflects our five-star standards. Welcome guests personally and ensure they receive a warm, professional and personalised experience.

Coordinate luggage arrivals, departures, storage and deliveries, ensuring belongings are handled with care and efficiency. Assist guests with taxis, transfers, local recommendations, restaurant reservations, tickets, experiences and other requests. Maintain an excellent knowledge of Southampton, the New Forest and surrounding areas, including restaurants, attractions, transport links and local experiences.

Work closely with Reception, Housekeeping, Food & Beverage, Spa and Management teams to ensure seamless communication and service. Take ownership of VIP, repeat and special occasion arrivals, ensuring appropriate arrangements are in place before the guest arrives. Support the team during busy arrival and departure periods, including cruise days and peak weekends.

Assist with guest transportation and cruise transfers, ensuring arrangements are communicated clearly and efficiently. Monitor and maintain Concierge equipment, luggage areas and Front of House presentation to the highest standard. Handle guest feedback and service recovery confidently and professionally, escalating matters to the appropriate manager when required.

Ensure all guest requests and important information are accurately recorded and communicated between departments. Support the Front of House Management team with the smooth running of the department and wider hotel operations. Lead by example, demonstrating exceptional communication, presentation and professionalism at all times.

Ensure all hotel standards, procedures and health & safety requirements are followed.

About You

We are looking for someone who is naturally warm, confident and service-focused, with a genuine passion for hospitality. You will ideally have: Previous experience within a Concierge, Guest Relations, Front Office or luxury hospitality environment. Previous supervisory or leadership experience. A genuine passion for delivering exceptional guest experiences.

Excellent knowledge of Southampton and the surrounding area, or a willingness to develop this quickly. Strong communication and interpersonal skills. The ability to remain calm, organised and professional in a busy environment. Excellent attention to detail and the ability to anticipate guest needs. Confidence dealing with VIPs, high-profile guests and challenging situations.

Strong organisational skills and the ability to prioritise multiple requests effectively. A professional appearance and excellent personal presentation. A flexible approach to working hours, including weekends, evenings and busy periods. A full UK driving licence is required.