Head Concierge

Location: On-site in Knutsford, Cheshire, North-West England (not remote)

Fairmont Cheshire, The Mere is one of the North West’s most distinguished luxury destinations. Nestled in the heart of the Cheshire countryside and surrounded by a championship golf course, the resort combines Fairmont’s world-renowned elegance with the warmth and character of its local heritage. Renowned for exceptional service and attention to detail, Fairmont Cheshire, The Mere offers guests an indulgent escape featuring world-class spa experiences, exceptional dining, and outstanding leisure facilities. Whether visiting for relaxation, celebration, or business, Fairmont Cheshire, The Mere is dedicated to creating unforgettable moments and delivering the very best in 5-star luxury hospitality.

Your purpose will be:

Fairmont Cheshire, The Mere is seeking a Head Concierge to lead our front‑of‑house guest experience and ensure the highest standards of luxury service. This role oversees the daily operation of the Concierge team, ensuring seamless communication, exceptional guest support, and a polished lobby environment. The Head Concierge is responsible for recruiting and developing colleagues, maintaining service standards, coordinating VIP arrivals, and ensuring the safe, efficient handling of all guest enquiries and deliveries. Through strong leadership, operational awareness and a commitment to Fairmont values, this role supports a welcoming, knowledgeable and service‑driven atmosphere at the heart of the hotel.

Responsibilities:

• Lead the Concierge team, including recruitment, training, and performance management
• Ensure exceptional service standards, maintaining a GAP analysis score of no less than 90%
• Oversee departmental rosters, ensuring adequate staffing and effective communication with Night Manager
• Manage guest services, including prompt handling of messages, parcels, and courier services
• Maintain comprehensive knowledge of hotel facilities, local area, and VIP guests
• Coordinate with Reception/Front Office and Airport Services for seamless VIP arrivals and departures
• Oversee maintenance of Concierge equipment and purchasing requirements
• Conduct regular departmental meetings and maintain cooperative relations with other departments
• Ensure compliance with Health and Safety legislation and attend relevant training courses
• Maintain cleanliness and presentation of the Concierge desk, Hotel entrance, and Lobby
• Develop and implement innovative guest service initiatives to enhance the overall guest experiencehttps://careers.accor.com/global/en/job/head-concierge-in-fairmont-cheshire-knutsford-united-kingdom-jid-81596