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 MayfairNestled 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 values in every guest interaction — thoughtful, conscious, and nature-inspired service.
- Educate guests about the hotel’s sustainable practices, architecture, and environmental initiatives.
Qualifications & Skills:
- Minimum 3–5 years of luxury hospitality experience in a concierge or guest relations role; London market experience preferred.
- Membership with Les Clefs d’Or is highly desirable (or actively working towards it).
- Exceptional knowledge of London, particularly the Mayfair area, and luxury travel services.
- Outstanding verbal and written communication skills; additional languages are a plus.
- Calm, composed, and professional demeanor under pressure.
- Tech-savvy, with proficiency in hotel PMS (Opera), concierge platforms (ALICE, Salesforce, etc.), and Microsoft Office Suite.
- Strong interpersonal skills with the ability to build genuine rapport with VIP guests and high-profile clientele.
- Demonstrated commitment to sustainability, wellness, and the 1 Hotels ethos.
Why Choose Us?
Our culture is caring and thoughtful, and we deliver good-natured, informed service, perfectly executed to evoke a sense of fulfilment and well-being. As part of our team, you can look forward to a variety of activities and perks that support your passion for hospitality and nature:
- A “Designed by Nature” work environment
- Free healthy & nutritious meals on duty
- 24-hour Employee Assistance Program
- Flu vaccinations vouchers
- Eye care contributions
- Social events throughout the year
- Wedding and Baby gifts
- Travel season ticket loan
- Complimentary Spa Massage & Reflexology treatment
- West End Club - discounts in local shops, hotels, bars and restaurants
- Spa, Food & Beverage discounts ranging from 30% - 50%
- Guest experience stay - enjoy an overnight stay and experience our restaurant and bars
- Opportunities to be involved in charity and community events
- All Starwood Hotels discounted employee/friends and family room rates
- Enhanced Holiday Benefit
- Team Member Recognition program - Earn rewards and pay it forward, while doing all the good you can!
- SH University - Offers eligible team members a chance to grow and flourish from obtaining professional development and courses/certifications through our exclusive online learning educational platform
- Career Advancement: Were growing rapidly and with growth comes advancement opportunities (around the globe)!
- Team Member Recognition program - Earn rewards and pay it forward, while doing all the good you can
Terms & Conditions apply to all benefits.
About us...
As a mission-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.
Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.