Lifestyle Concierge (Nights) - ESCAPADE 5-STAR LIFESTYLE HOTEL OPENING LOCATED AT SILVERSTONE! Start Date: 13th May 2024 or As Soon As Possible We are looking for an outstanding Lifestyle Concierge (Nights) to take control of this outstanding new project at Escapade Silverstone, the newest Lifestyle Hotel in the region. As this site is rural you must be a driver or have access to a car. There is no public transport nearby. What You Get:» Free tickets to all Silverstone Motorsport events, including the Formula 1 British Grand Prix » Discounts for you, friends and Family on drive and track experiences » Private Medical Healthcare included » The chance to work in the ultimate lifestyle hotel What We Need » Experience in a 4-star or 5-star hotel is desirable but not required. » A strong, yet positive guest service style » Attention to detail and a commitment to quality. » Organized and able to work within the team or on their own » Strong interpersonal skills » A good command of the English language. Additional languages are advantageous » Has an immaculate level of personal grooming, exudes style and sophistication » Full clean UK driving licence LIFESTYLE CONCIERGE REPORTING TO GUEST EXPERIENCE MANAGER DEPARTMENT ROOMS HOURS 40 HOURS PER WEEK (Nights) ESCAPADE SILVERSTONE Escapade Silverstone is not just a place, it's a passion. Born from a love of motorsport, we are a next-generation lifestyle experience, dedicated to celebrating the iconic heritage of Silverstone and the thrill of British and international racing. With modern trackside short-term accommodation and a performance-ledclubhouse to enjoy up-close viewing of top-level racing, dining, and wellness, we have created a space which seamlessly merges hospitality and motorsport in an original way, right on the edge of the Silverstone racetrack. JOB PURPOSE Our guests will be united by a passion for unique and engaging experiences and as such the Lifestyle Concierge will provide a high-touch, tailored service. They are their “Go-To” for what is new or next at Escapade Silverstone, and the local area. Whether they are helping get access to the track, tickets, VIP events or exclusive happenings within our community, they can always make meaningful and lifelong memories for our guests. They provide personalised support and take care of tasks that can consume valuable time and effort for busy individuals. Finding bold, creative, and unique products and services, they are to be a key point of contact for theguests and owners and should not be afraid to challenge the status quo to achieve excellence. KEY RESPONSIBILITIES To create and implement a best-in-class and award-winning guest experience through: » Guest Assistance: Greet guests upon arrival, assist with arrival and departure procedures, address guest inquiries and requests, and resolve complaints promptly and professionally. » Guest Relations: Build strong relationships with guests, ensuring their needs are met and preferences are remembered for future visits. Foster a friendly and inviting atmosphere to accelerate a positive guest experience. Understand guests’ needs and provide them with personalised solutions by suggesting activities and facilities provided by Escapade, Silverstone. » Personalised Recommendations: Offer personalised recommendations for track events, additional bookable circuit offers, places to visit inthe area, and other points of interest based on guests' preferences. Organize immersive surprises and amenities for guests celebrating birthdays, anniversaries, or other significant occasions based on personalised touches. » Reservations and Bookings: Arrange reservations for dining, transportation, spa treatments, and other services requested by guests. Coordinate with external service providers, when needed, to ensure seamless arrangements. » Problem-solving: Handle unexpected situations and challenges that may arise during a guest's stay. Offer suitable solutions and assistance to ensure guest satisfaction. » Communication and Coordination: Liaise with various departments, including housekeeping, front desk, restaurant, and security, to ensure smooth operations and seamless guest experiences. » Upselling and Promotions: Promote hotel services, amenities, and packages to enhance revenue generation. Suggest upgrades, additional services, or special promotions to meet guest needs and increase guest satisfaction. » Knowledge of Local Area: Stay updated on local events, festivals, exhibitions, and other happenings to provide guests with accurate and relevant information. Maintain a comprehensive database of local attractions, services, and contacts. » Technology Utilisation: Utilise hotel management systems, reservation software, and various digital tools to streamline guest requests, track preferences, and enhance service delivery. » Sustainability: To promote, implant and act with the sustainability initiatives as directed by Escapade, Silverstone The above is a high-level summary of duties and is not meant to be a comprehensive description of the role. Additional ad-hoc responsibilities will arise which will be considered to form a reasonable part of therole and role requirements may be subject to change from time to time. PERFORMANCE RESPONSIBILITIES Our vision drives us, we live by our brand pillars, and we’re motivated to achieve industry-leading and award-winning results. Our vision - To become a world leader in redefining lifestyle living, setting new standards in motorsport-inspired hospitality and immersive leisure Our brand pillars – A modern architectural masterpiece, Escapade Silverstone provides incomparable views of up to nine of the circuit’s famous corners. We’re not just a place to stay, we’re the new lifestyle destination for everyone. Blending the thrill of world-class motorsport and the tranquillity of its British countryside setting with contemporary living and Best-of-British dining – we’re the definitive choice for racing enthusiasts, culinary connoisseurs, experience seekers, discerning families,and corporate pioneers looking for an immersive, high-end escape. Values - Rooted in a passion for motorsport, a dedication to precision, and a commitment to responsible and inclusive hospitality. We push boundaries, embrace the unexpected, and create unforgettable moments. We value sustainabilityand community, and aim for a positive impact on both our natural environment and the people we serve. We’re the Silverstone Standard, part of the Silverstone family, performance is in our blood, we embody our brand values and guests know they’re in safe hands. Performance will be checked against the following: • Guest and Owner Reputation • Detailed objectives will be set through the Personal Development Review (PDR) process Our team of Lifestyle Concierge conveys the Escapade Silverstone experience. You will be part of a team that shares common interests with our owners and guests,and we aren’t afraid to pursue our passions. When guests stay with us, we want them to be able to focus on what they enjoy – and our hosts must ensure each guest’s stay is as effortless as possible. You will use your experience to generate and protect revenues, to implement procedures and controls to monitor costs and will be able to deliver a P&L which is on budget. KEY RELATIONSHIPS» Residence Owners » Escapade Silverstone Guests » Escapade Silverstone Management and Staff » Silverstone Senior Management Team KNOWLEDGE, SKILLS, AND QUALIFICATIONS » Experience in a 4-star or 5-star hotel or any other lifestyle/ distinctive brand is desirable » A strong, yet positive guest service style » Organized and ability to work within the team or on their own » Strong interpersonal skills » A good command of the English language. Additional languages are advantageous » Maintains impeccable personal grooming and hygiene standards while radiating an aura of elegance and refinement » Competent in using IT systems and software including Microsoft Office » Full clean UK driving licence is