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Treehouse Concierge Chewton Glen Hotel & Spa, New Forest, New Milton, Hampshire, BH25 6QS

Aim of the role

To plan, organise and to look after all TH guest-related tasks and procedures. To run the back and front operations in the Treehouse smoothly and with a personal touch in order to ensure a personal luxury experience for all our Treehouse guests.


Front of House

  • To take pride in being the first line of address for all Treehouse guests during their stay.
  • To be confident in organising special requests for all Treehouse guests.
  • To check-in Treehouse guests together with Treehouse Receptionist and to organise their luggage transfers with a porter. To grant early check-ins wherever possible.
  • Focusing on teamwork assist the Treehouse Receptionist with check-outs and the organisation of luggage transfer. To grant late check-outs wherever possible.
  • To take ownership and organise Pick-Ups, dinner reservations and special requests for the Treehouse guests.
  • To take pride in provide first-class professional service for our Treehouse guests.

Back of House / Preparations

  • To check all electronic devices in the rooms before arrival.
  • To take pride keep all the Treehouse area clean, tidy and appealing for guests. To be in close contact with Maintenance and Gardeners in order to keep the whole area fully functional and well maintained.
  • To be intuitive and decorate the Treehouses and Treehouse Buggies seasonally if needed (Christmas, Halloween, Easter, etc.)
  • To create a detailed TH guest list of the guests in house with special requests (diets etc.) which is given to Room Service as a support for their operations.
  • To be confident in ensuring that staff levels are at all times appropriate (organisation of rotas with TH Receptionist, TH Concierges and also with TH Housemen)
  • To take ownership and carry full responsibility for everything that involves the Treehouses, to act proactively and to ensure that every guest journey runs smoothly and to the guests’ desires.
  • To ensure that the Duty Manager and Front of House Manager are informed about the TH guests and their journeys.

Skills and Knowledge required

  • To have a warm, respectful, friendly, helpful manner to guests and to all staff.
  • To be passionate and take pride in having intimate knowledge of the geography of the Treehouses and knowledge of all technical switches and all fuse boxes, boilers, showers, baths, Delonghi coffee machines, TVs, internet, Sky Box, PlayStation 3, dishwasher, wood burner, Crave units, Rauk Audio Systems, telephones, hot tubs, air-conditioning units underneath the Treehouses & potential power cut back-up plans.
  • To be confident in completing fire training and fire drill practices for the Treehouses.
  • To have the knowledge of the location of Housekeeping items and keys to stores of same i.e. fibre pillows, shaving and dental kits, irons and ironing boards, blankets, water bottles, fan heater, fan cooler, bed boards etc, in order to assist the TH Housekeeping Team.
  • To have the knowledge of food & beverage menus essential.
  • To assist F&B room service teams with special dining requirements.
  • To have the knowledge of Concierge Services locally.
  • To be confident and able to use the Opera and credit card system to check out departures.
  • To be able to drive TH Buggies.
  • To be confident and able to clean and fill hot tubs in order to support housekeeping team when necessary.
  • To take ownership and be able to work without supervision and to find bespoke solution for each requirement that concerns the Treehouses.

Present Routine of Duties

  • To get handover from Opera, the reception team and the Duty Manager about all TH guests, and to ensure that there is appropriate staffing for the TH.
  • To update the guest list.
  • To attend the morning meeting.
  • To check the main concierge hut store, to ensure that par stock levels are correct.
  • To check the buggies to ensure that they are well maintained and have fully charged batteries.
  • To liaise with Maintenance & Housekeeping regarding potential issues or necessary repair works, understand teamwork.
  • To take pride go to the Treehouses and ensure on site that the stay-over rooms are appropriately serviced and to show integrity that guests are not disturbed in their routine.
  • To take ownership and ensure that all hot tubs from departure rooms are cleaned in time so that the rooms can be turned around for the arrivals from 3.00pm – the activity of refilling the hot tubs needs to begin by 1pm at the very latest, for it to be ready for arrival guests.
  • To take ownership and ensure that evening turndown service is done at appropriate times, and dinner times are taken into consideration.
  • To be respectful and using your integrity, try and meet all TH guests daily for personal interaction and to ensure all requests are being fulfilled.
  • To prepare everything for special requests & check every single arrival room once returned by housekeeping.
  • To ensure that special requests for hampers / treatments / F&B etc are communicated with the appropriate departments via email
  • To be respectful and proactive with telephone contact to guests (assuming we do not already know what time they are arriving), so that you are able to plan the arrival journey efficiently.
  • To check-in guests on arrival. Assist with check-outs if & when necessary.
  • To issue the TH guest list with all special requirements and to ensure that this knowledge is shared with all concerned staff in any department.
  • To assisting with the main house wherever possible if all Treehouse related activities have been exhausted understanding teamwork and flexibility.
  • To check future reservations in Opera, with a view to working ahead.
  • To complete at the end of the shift, the hand back over to Opera, Room service, the reception team, the Duty Manager and to Maintenance Team.
  • All staff should be confident in understanding and executing the company’s policies and procedures with respect to privacy, confidentiality and data protection.

Chewton Glen Hotel & Spa
New Forest, New Milton, Hampshire, BH25 6QS

  • Job Ref ILH1109
  • Branch Chewton Glen Hotel & Spa
  • Location New Forest, Hampshire
  • Salary/Benefits Competitive Salary, Service Charge and Company Benefits
  • Contract type Permanent
  • Hours Full Time
  • Hours per week 48
  • Posted date 30/11/2018
  • Closing date 01/01/2019

A true English original, Chewton Glen is a privately owned luxury country house hotel & spa located in the heart of the tranquil New Forest countryside and just minutes from the coast.

Just two hours from London it is a perfect place to escape to.

With a 9 hole golf course, tennis courts, endless country and coastal walks as well as an award winning spa, gym and large outdoor pool there is something for everyone.

Iconic Hotel offer the following benefits to employees

Meals on duty
Staff stays
Friends & Family rate
25% Discount on F&B
Discount on Spa treatments
Team Events
Refer a Friend scheme