Assistant Chief Concierge

Life at 1 Hotels is based on a simple idea: the world is beautiful, and we want to keep it that way, especially when it comes to our guest experience. To do this we need thoughtful, inspiring team members who value collaboration, excellent service and respect for nature.

Our Assistant Chief Concierge is the guardian of the arrival and departure experience – the first and last touchpoint of our guests' journey. This role focuses on the seamless management of the hotel driveway, ensuring each guest arrival and farewell is warm, heartfelt and gracefully executed. They ensure the flow of vehicles, luggage assistance, and guest greetings are orchestrated with precision, efficiency and genuine hospitality.

They will support the Chief Concierge in maintaining the highest standards of service excellence, coordination and teamwork across all guest touchpoints.

One more thing: at 1 Hotels, we believe in creating positive, healthy work environments. You'll help foster one that celebrates teamwork, accountability, and good-natured service every day.

Guest Arrival & Departure Experience

• Drive the management of the hotel driveway to ensure smooth, safe, and efficient traffic flow at all times.

• Ensure all vehicles are promptly greeted, parked, or directed courteously, and guests are assisted without delay.

• Oversee and ensure luggage assistance for every arrival and departure, with attention to care, accuracy, and timeliness.

• Maintain a visible presence in the driveway during peak arrival and departure periods, leading by example.

• Deliver a consistently warm, authentic, and seamless guest experience from Driveway to check-in, and from check-out to farewell.

• Anticipate guest needs, preferences, and special requests to ensure personalized and memorable service.

Leadership & Team Coordination

• Support the Chief Concierge in leading, training, and mentoring the Concierge team.

• Coordinate daily briefings to ensure all team members are informed of Redwood arrivals, group movements, and special requirements.

• Monitor and manage staff performance, grooming, and professionalism in alignment with 1 Hotels brand standards.

• Collaborate closely with Front Office, Reservations, F&B, Banquets, and Guest Experience teams to ensure cohesive service delivery.

• Foster a culture of proactive communication, accountability, and "owning the moment" for every guest interaction.

• Champion empowerment and drive initiative to delivery that little extra every single time.

Concierge & Guest Services

• Support the Chief Concierge in curating and maintaining up-to-date local knowledge of the city's attractions, events, dining, and culture.

• Assist in fulfilling guest requests for transportation, tickets, dining reservations, and special arrangements.

• Communicate important guest preferences and updates to the wider hotel team to ensure seamless service delivery.

• Step into the Chief Concierge role in their absence, ensuring service standards and operations are maintained without compromising the management of the driveway.

Administration & Continuous Improvement

• Assist in scheduling and rostering to ensure sufficient staffing coverage in all guest service areas.

• Monitor guest feedback related to arrivals, departures, and concierge services; identify opportunities for improvement.

• Participate in departmental meetings and contribute ideas for innovation and operational excellence.

• Ensure all procedures align with hotel policies, safety standards, and sustainability practices.

Key Qualifications and Skills

• Previous experience in a luxury hotel environment, ideally in a Concierge or Guest Services leadership role.

• Strong understanding of driveway and front-of-house logistics, with proven ability to manage multiple priorities calmly and effectively.

• Exceptional interpersonal and communication skills, with a genuine passion for people and hospitality.

• Demonstrated ability to lead and motivate a diverse team in a high-paced, service-driven environment.

• Professional demeanor, polished appearance, and an innate sense of hospitality.

• Flexibility to work within a 365/24/7 operational environment.

About us:

Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfilment and well-being. As a part of our team, you can look forward to activities and benefits such as:

• 'Designed by Nature' work environment.
• Regular Health & Wellness events.
• Birthday and Volunteer leave.
• Uniforms provided and laundered.
• Team Member Recognition programs.
• 50% off all Food & Beverage outlets
• Great team member and friends & family rates for hotel stays.
• Fun social calendar and department outings