Head Concierge

Overview

THE EXCITING OPPORTUNITY

We opened the first 5
* Hotel in Liverpool;
The Municipal Hotel & Spa MGallery in May 2023 and have reset the clock within this historic building, bringing it back to life. Our Heartists® aspire to create memorable, heartfelt moments for all life enjoyers to experience unique stories from the past but also to immerse themselves into our hospitality, creating their own astonishing tales of MGallery magical moments. We boast 179 stunning bedrooms set in a remarkable and inspiring landmark of the city.

Time is of essence and at the heart of The Municipal’s story. The iconic clock tower and bells giving the tempo to a timeless melody. Various restaurants, bars and a state-of-the-art spa sanctuary experience, will offer everyone the place to have the time of their lives, pause the clock and embark upon their own magical journey with MGallery.

A DAY IN THE LIFE OF A HEAD CONCIERGE AT THE 5 ★ MUNICIPAL HOTEL & SPA MGALLERY

We are seeking an exceptional Head Concierge to lead our concierge and guest experience function within one of Liverpool’s most prestigious luxury hotels.

This is a pivotal leadership role for a service-driven professional with outstanding local knowledge, refined communication skills, and a passion for delivering seamless, personalised guest journeys. You will be the face of the hotel experience, ensuring every arrival, stay and departure is handled with warmth, precision and true 5★ excellence.

Reporting to the Front Office Management and Senior Leadership Team, you will take full ownership of the Concierge operation and act as a key ambassador for both the hotel, your team and the city of Liverpool

• Leading the Concierge and Porterage team to deliver an exceptional, intuitive and personalised guest experience from arrival to departure
• Acting as the ultimate local expert for Liverpool, providing curated recommendations, reservations and insider knowledge tailored to each guest
• Overseeing VIP guest arrivals, special occasions and high-profile stays with meticulous attention to detail
• Managing guest requests efficiently, ensuring seamless coordination across Front Office, Housekeeping, Food & Beverage and external partners
• Building strong relationships with local attractions, restaurants, authorised transport providers and luxury service partners to enhance the guest journey
• Anticipating guest needs and proactively creating memorable “above and beyond” experiences
• Leading rota planning, training and performance development within the concierge team
• Ensuring smooth arrival and departure experiences, including valet coordination, luggage handling and lobby operations
• Handling guest feedback and service recovery with professionalism, empathy and urgency
• Supporting Front Office leadership in maintaining exceptional service standards and operational efficiency
• Championing brand standards and embodying the MGallery philosophy of meaningful, story-driven hospitality.

• Proven experience in a luxury hotel concierge or Front Office leadership role
• Strong knowledge of Liverpool’s hospitality, cultural and entertainment scene (or proven ability to build it quickly)
• Exceptional communication and interpersonal skills with a natural flair for guest engagement and team motivation to deliver the same standards of hospitality
• A confident leader with experience managing and inspiring frontline service teams
• Highly organised, calm under pressure and able to multitask in a fast-paced environment
• A proactive problem-solver with a “can do” attitude and strong attention to detail
• Passionate about delivering personalised, memorable guest experiences at the highest level
• Committed to excellence and aligned with the values of luxury hospitality

When you become one of our Heartists®, you will also be a member of the Accor and RBH group with all the benefits that brings. The ALL Heartists® program is the benefits programme dedicated to Accor Heartists®. It provides employees with the opportunity to enjoy memorable experiences throughout the year, thanks to preferential rates in hotels and exclusive discounts with a wide range of partners.

The RBH…