Senior Concierge

Grow with us... Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us. About 1 Hotel Mayfair Nestled in the heart of one of London’s most prestigious neighbourhoods, 1 Hotel Mayfair blends sustainable luxury with a deep commitment to nature. Designed with purpose, our hotel is a serene, biophilic retreat where our guests enjoy world-class service, meaningful experiences, and a refined connection to the natural world. As a member of our team, you are not just offering a service — you are crafting unforgettable moments. Job Summary As a Senior Concierge, you will be a key ambassador for 1 Hotel Mayfair, delivering bespoke and memorable guest experiences that reflect our eco-luxury brand values. You will be responsible for anticipating and fulfilling the needs of our discerning guests with warmth, professionalism, and impeccable attention to detail. You will work closely with the Chief Concierge and other departments to ensure that every aspect of the guest journey is seamless, elevated, and unforgettable. Key Responsibilities Key Responsibilities:  Guest Experience & Service Excellence Greet guests with warmth and genuine hospitality, acting as a welcoming and knowledgeable first point of contact. Provide tailored recommendations and make arrangements for dining, transportation, theatre, shopping, tours, wellness, and local attractions. Maintain up-to-date knowledge of all hotel offerings and local events in Mayfair and the greater London area. Handle guest requests, special occasions, and last-minute changes with professionalism, grace, and discretion. Deliver a “surprise and delight” service style, anticipating guest needs before they are expressed. Leadership & Team Support Mentor and support junior Concierge and Bell/Door teams in delivering elevated, consistent guest service. Take a lead role during high-traffic periods or in the absence of the Chief Concierge. Ensure daily shift briefings, concierge logs, and guest notes are maintained and effectively communicated across shifts. Support training and development of new team members. Operational Excellence Coordinate with Front Office, Housekeeping, F&B, and other departments to ensure seamless communication and service. Manage and track guest requests and reservations using the hotel’s systems (e.g., Opera, ALICE, Salesforce). Maintain supplier/vendor relationships to ensure access to premium services and exclusive offerings. Handle guest complaints with poise, finding resolutions that exceed expectations while protecting the hotel’s reputation. Sustainability & Brand Alignment Promote and support 1 Hotel’s sustainability mission by recommending eco-conscious experiences and vendors. Reflect the brand’s…