Head Concierge

Middle Eight

Salary: £40,000 per annum plus service charge
Job Type: Permanent
Hours: Full-time
Town: London

Middle Eight is a new, 180 room lifestyle luxury hotel with purpose in Covent Garden. We’re a relaxed, welcoming, city hotel that offers more than just a room for the night - we offer a holistic experience that changes throughout the day; spaces that not only reflect our local communities, they are part of the fabric of the community, they draw people in and inspire a feeling of belonging.

We’re proud of our heritage and surroundings for a very good reason. The hotel stands on the location of Kingsway Hall. Until recently, this address was home to one of the country’s foremost recording venues. The hotel reflects the performance culture of Covent Garden and adds to it through performance spaces of its own.

We are looking for an experienced, service-driven, and highly knowledgeable Head Concierge to lead our concierge team in delivering outstanding guest experiences. As a key ambassador for our hotel, you will provide expert recommendations, ensure seamless guest services, and lead a team dedicated to anticipating and exceeding guest expectations.

What we offer

• £40,000 per annum plus service charge 
• Permanent, full-time contract (40hrs per week) 

Benefits

• Hotel discounts across all Axiom Hospitality hotels – colleague rates and up to 50% discount on F&B;
• 28 days holiday, including bank holidays, increasing yearly to 33 days;
• Discounts across retail, restaurants, events and more through our benefits & rewards portal;
• Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
• Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
• Yearly complimentary Axiom Xcape stayover after one year of service;
• A growing team with great training, progression, and promotion opportunities;
• Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
• Free meals while on shift;
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

Your role: 

We are passionate about creating memorable stays for our guests. As Head Concierge, you will be responsible for overseeing all concierge services, providing personalized assistance, and ensuring our guests have an exceptional experience from arrival to departure.

Responsibilities will include but are not limited to:

• Leading the concierge team to deliver a seamless and exceptional guest experience
• Providing expert advice and recommendations on local attractions, dining, and events
• Assisting guests with transportation, reservations, and special requests
• Developing strong relationships with local businesses, tour providers, and service partners to enhance guest offerings
• Managing guest inquiries and ensuring prompt, personalized service
• Coordinating luggage assistance, deliveries, and other front-of-house support services
• Training and mentoring the concierge team to uphold the highest service standards

The ideal person for this role will be enthusiastic about change, focused on details and trusting

The core skills and experience required to succeed:

• Previous experience in a concierge or guest services leadership role within a luxury or upscale hotel
• Strong knowledge of local attractions, dining, and entertainment options
• Exceptional customer service skills with a warm and professional demeanor
• Ability to multitask and handle guest requests efficiently and effectively
• Strong leadership skills with the ability to inspire and manage a team
• Fluent in English; additional language skills are a plus
• Passionate about creating exceptional guest experiences

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Having these core skills will put you one step further to joining Axiom Hospitality and Middle Eight.

Opportunities for all

At Axiom Hospitality, we thrive on differences and believe it is critical to our success as a fast-growing hospitality company with global aspirations. We are proud to be an equal-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels’ impact on the environment through internationally recognised eco-label certification.

Our hotels strive to be active members of their local communities by giving back where they can. Supporting local charities is important to our teams, from volunteering at soup kitchens to collecting donations and fundraising. Our hotels aim to leave a positive impact on their neighbourhoods. At Axiom Hospitality, we are working closely with our stakeholders to support our social impact commitment. Caring about people extends outside our business and is part of our DNA.