Concierge, Newcastle upon Tyne

Job Title: Concierge

Department: Front Office

Reporting to: Guest Relations Manager / Front Office Manager

Role Overview

As Concierge at Hotel Gotham – Newcastle, you are the embodiment of refined hospitality and the go-to expert for all guest enquiries, needs, and requests. With an exceptional knowledge of the local area and a network of trusted contacts, you will provide tailored recommendations, secure high-demand reservations, and deliver world-class service that enhances every guest’s stay.

You are more than an information point—you are a trusted advisor, a problem solver, and a key contributor to the overall luxury experience of the hotel. Your role is integral to the guest journey and is carried out with precision, discretion, and warmth.

Key Responsibilities Guest Experience & Personal Service

• Offer a warm and elegant welcome to all guests, ensuring they feel recognised and valued throughout their stay.
• Anticipate guest needs and proactively offer assistance with itinerary planning, dining, entertainment, shopping, and transport.
• Valet Parking a Guests car on their arrival and returning it to them on the departure of their stay.
• Make arrangements for restaurant bookings, theatre tickets, private tours, personal shoppers, spa appointments, special celebrations, and more.
• Handle special requests, including those of VIPs, repeat guests, and celebrities, with the highest level of discretion and confidentiality.
• Provide an unforgettable “Gotham” experience by exceeding guest expectations in every interaction.

Operational Excellence

• Maintain up-to-date knowledge of all hotel services, facilities, promotions, and operating hours.
• Liaise with other departments (housekeeping, F&B, guest relations) to coordinate and fulfil guest needs efficiently.
• Maintain a Concierge desk that is professional, inviting, and equipped with relevant collateral and information.
• Record all guest requests and preferences accurately within the Property Management System and CRM tools.

Local Knowledge & Networking

• Remain informed on local attractions, cultural events, transport options, retail offerings, and city highlights.
• Build and maintain strong relationships with trusted local vendors, restaurants, drivers, and experience providers.
• Stay updated on trends and news affecting guest experiences, including closures, new openings, and exclusive opportunities.
• Support the hotel’s image as a local tastemaker and cultural insider.

Administration & Communication

• Ensure all guest requests and bookings are confirmed in writing and tracked appropriately.
• Assist with parcel handling, luggage storage, and courier services as needed.
• Maintain a detailed log of guest interactions, arrangements, and follow-up actions for quality control.
• Support pre-arrival planning and communication with incoming guests, ensuring all preferences are arranged in advance.

CORE COMPETENCIES & PERFORMANCE INDICATORS

• Delivers intuitive, personalised service with discretion and attention to detail.
• Maintains expert-level local knowledge and a global mindset.
• Responds to guest enquiries efficiently and professionally.
• Supports positive guest feedback and repeat business through excellence in service.
• Builds strong partnerships with reputable external providers and local contacts.
• Acts with discretion, integrity, and professionalism at all times.

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