Senior Concierge

Senior Concierge

Location: Rockliffe, Darlington

Salary: £28,870 per annum

Hours: Fulltime – 40 hours per week including weekend

Reporting to : Front of House Manager

Responsible for : Concierge Team and Receptionists

Job Purpose:

The Senior Concierge at Rockliffe Hall is an integral member of the Guest Service Team, working closely with the House Manager and Reception Manager ensuring a smooth and seamless service is provided to all guests. The role involves making decisions in the best interest of the department and supporting duties outlined below:

Key responsibilities of the Senior Concierge:

• Monitor scheduling of rotas to ensure business demands are met and ensuring team member breaks are taken
• To carry out regular on-the-job training and monitor performance to ensure the agreed standards are being met
• To hold regular job chats and performance appraisals with the team, identifying areas for development and training needs
• To ensure good inter-departmental working relationships and communications
• Participate willingly in organised training sessions within the hotel and own department
• Meeting and greeting all guests to the hotel in a friendly, approachable and professional manner
• To assist guests with their luggage
• To provide a seamless valet service; parking and retrieving guests’ vehicles when required
• Dealing with any guest requests and requirements positively and efficiently, this may include hiring transport, recommending restaurants, arranging flights and booking theatre tickets
• Have a thorough knowledge of the hotel’s facilities, services, special events and promotions
• Be familiar with the local area, amenities and giving directions as required
• Ensuring guest messages and faxes are delivered promptly
• Ensuring the Concierge Team always meet and exceed guest expectations
• Ensure the Porters Lodge is kept tidy and clean
• Ensure that any potential and actual hazards are reported immediately
• Understand and comply with the company’s fire evacuation procedure
• Work in safe manner that does not harm or injure self or others
• Maintain own working area in line with ‘clean desk policy’, keeping materials clean, tidy and in good shape and reports any defective materials and equipment to the manager
• Maintain the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct

About Us:

Set within a 375-acre estate on the banks of the River Tees, Rockliffe is a five-star resort that blends heritage, luxury and natural beauty. Located in the quiet village of Hurworth, in the heart of the Tees Valley and close to the borders of County Durham and North Yorkshire, it offers a peaceful countryside setting with exceptional facilities.

Surrounded by sweeping views and beautifully kept gardens, the resort features elegant bedrooms and a sense of quiet luxury, shaped by a warm northern spirit. Guests can enjoy an award-winning spa, play on the longest golf course in the UK and experience both elevated and relaxed dining offerings, all within a restored eighteenth century estate designed for both relaxation and indulgence

Why join?

To be part of an exceptional Front of House Team within a prestige hospitality environment during an exciting period of transformation and growth.

Benefits:

• A Day in the Life of a Guest Stay (Overnight Stay within the First 6 Months)
• Pension Scheme (Aegon)
• Hospitality Rewards Scheme
• Life Assurance (Legal & General)
• Selected Discounts Across the Resort
• Enhanced Annual Leave for Long Service
• Annual Leave – 20 Days plus Bank Holidays
• Employee Assistance Programme (Hospitality Action)
• Staff Meals
• Uniform Laundry Service

“Our success is dependent on every single individual in our team”