Location
London

Hours
Full time, minimum eight-hour shifts with the ability to stand or walk throughout the shift

Salary
Negotiable

About the Role
Opening in late 2026, Delano London brings the spirit and celebrated heritage of the iconic Delano Miami Beach to London, reimagined for a new generation. Set overlooking Kensington Gardens, the hotel will feature 67 rooms and suites, Lana Lusa, the legendary Rose Bar and Rose Lounge, alongside The Source wellness offering. Delano is a place where personality, creativity and genuine connection come together. We value curiosity, individuality and a sense of fun, creating an environment where our people can be themselves while delivering thoughtful, intuitive and genuinely warm hospitality.

Delano London is part of Ennismore, a global collective of entrepreneurial, founder-built brands rooted in creativity, culture and community, and a joint venture with Accor. Joining Delano London means being part of something from the very beginning. It is an opportunity to help shape the next chapter of an iconic brand, work alongside an ambitious and creative team and play a part in creating a hotel that feels distinctly Delano from day one.

Under the general guidance of the Director of Rooms, the Concierge is responsible for delivering personalized, high-quality service to guests by anticipating and fulfilling their needs, preferences, and special requests. The Concierge acts as the primary resource for guests seeking information about the hotel, local attractions, dining, entertainment, transportation, and other services. This role requires exceptional communication skills, local knowledge, and the ability to create memorable guest experiences by providing professional, courteous, and efficient assistance throughout their stay.

Your Key Responsibilities:
- Lead and manage the concierge department to ensure outstanding guest service and smooth day-to-day operations
- Maintain highest levels of guest service and ensure consistency with Delano Brand Standards
- Oversee scheduling, training, and performance management of the concierge staff
- Provide knowledgeable recommendations on local dining, entertainment, cultural events, and tourist attractions
- Maintain and regularly update a comprehensive directory of trusted local vendors, service providers, and attractions
- Record guest preferences, special occasions, and feedback to personalize future stays and improve service quality
- Collaborate with other departments to coordinate guest services and ensure efficient problem resolution
- Monitor guest feedback and implement service improvement strategies
- Ensure full compliance with health, safety, and hotel policies and procedures
- Drive team member engagement and development through regular training and coaching
- Mentor, coach and guide staff on working successfully in a team atmosphere
- Ensure all necessary reports and forms are completed daily
- Create a network of contacts to access unique experiences for guests (out of hour access to sights, exclusive invites to exhibitions etc.)
- Cover for the door and bell colleagues when needed
- Be familiar with all hotel services and functions
- Perform any other reasonable duties as assigned by the supervisor or manager

We recognize we are in the hospitality industry and that may require us to provide lateral service. On occasion, each team member may be called to perform various related tasks as needed in the spirit of providing exceptional guest service.

Experience
Minimum 5 years in the role, with progressive growth, preferably in an upscale or luxury lifestyle brand hotel. Strong knowledge of hotel operations and concierge protocol. Experience working with high profile guests. Proficient with property management systems such as Opera and KnowCross.

About you
Exceptional verbal and written communication skills in English. Ability to stand or walk for a minimum eight-hour shift. Observant, quick to respond to various situations while multitasking and handling stressful situations. Physically able to twist, tow (push or pull), reach, bend, climb and carry objects as necessary. Working knowledge of local labour laws, occupational safety and health, wage and hour issues, and labor relations. Familiarity with basic safety, security, data protection and emergency procedures in a hotel setting. Additional language skills are preferred. Maintain a neat, clean and well-groomed appearance. Adhere to specific department uniform guidelines as explained by your supervisor.

Qualifications
High School Diploma or equivalent education required. Bachelor’s Degree preferred.