Senior Concierge

At Sofitel London St James, we redefine luxury by treating a stay as more than just a temporary pause—it's an opportunity for guests to fall in love with a unique blend of refined luxury and playful indulgence. Our commitment to excellence transcends the ordinary, and we invite you to join a team that specialises in transforming stays into enchanting tales. We take immense pride in creating a playfully elegant and meaningful experience for both our guests and ourselves.

Our commitment to fostering a workplace culture that values diversity, encourages professional growth, and recognises individual contributions ensures that each team member feels appreciated and empowered in their role. Apply now to embark on a career that transcends expectations and celebrates the art of hospitality.

Under the general direction of the Head Concierge, the Senior Concierge plays a key leadership role within the Concierge Department. In the absence of the Head Concierge and Assistant Head Concierge, the Senior Concierge assumes full responsibility for overseeing daily Concierge operations, ensuring seamless service delivery and maintaining the highest luxury hospitality standards. As a senior member of the Concierge team, this position acts as a role model, mentor, and service ambassador, consistently delivering exceptional, personalized guest experiences while ensuring compliance with all legal requirements, hotel policies, and Sofitel brand standards.

• Acts as a primary point of contact for VIPs, repeat guests, and high-profile clientele, ensuring anticipatory, discreet, and bespoke service at all times.
• Responds to a wide variety of guest requests by accurately assessing individual preferences and expectations, adding expert recommendations and personalized touches to exceed guest satisfaction while adhering to Sofitel standards.
• Handles complex, sensitive, or escalated guest requests and service recovery situations with professionalism and diplomacy.
• Maintains expert knowledge of London’s luxury offerings, including fine dining, cultural events, exclusive experiences, shopping, and bespoke services.
• Stays continuously informed of new restaurant openings, events, and trends, proactively sharing insights and recommendations with the Concierge team.

• Reports directly to and maintains close communication with the Head Concierge and Assistant Head Concierge on all matters impacting guest satisfaction, departmental performance, and daily operations.
• Oversees the smooth day-to-day operation of the Concierge Desk, ensuring service continuity during peak periods, shift changes, and management absences.
• Assists guests with theatre, airline, rail, and event tickets, as well as restaurant, tour, and bespoke reservations, ensuring accuracy and attention to detail.
• Ensures the proper handling, receipt, storage, and shipment of guest luggage and lost property, maintaining strict security and documentation procedures.
• Coordinates transportation services, parking arrangements, and external service providers in accordance with Sofitel guidelines and guest expectations.
• Oversees guest services including mail, parcels, messages, and external errands, ensuring timely execution and follow-up.

• Provides daily functional supervision, guidance, and mentoring to Concierge Department team members.
• Acts as a coach and role model, reinforcing luxury service standards, professional presentation, and brand values.
• Conducts spot checks on service delivery, appearance, and work practices, addressing gaps promptly and constructively.
• Supports the Head Concierge in monitoring performance, identifying training needs, and fostering a high-performing, motivated team.
• Ensures the Concierge team consistently follows all Sofitel policies, procedures, and Standard Operating Procedures (SOPs).

• Works closely with Front Office, Guest Relations, Housekeeping, Security, and other hotel departments to ensure a seamless guest experience.
• Remains fully aware of daily hotel activities, VIP arrivals, special events, and group…