Head Concierge

About the role

The Head Concierge leads the concierge team at Mount Nelson, delivering luxury hospitality experiences to guests. You will coordinate with multiple hotel departments to ensure personalised, prompt, and flawless service, while fostering strong relationships with local venues and service providers.

Key responsibilities

• Oversee daily operations of the Concierge department, including porters and doormen.
• Maintain up‑to‑date knowledge of events, restaurants, theatres and other attractions in Cape Town.
• Develop and nurture relationships with restaurants, tour operators, airlines and other leisure partners.
• Manage luggage storage, labeling and the arrival/departure luggage room.
• Identify training needs, create training plans and conduct regular sessions for the team.
• Monitor team performance, ensuring guest greetings, luggage handling, rooming, directory postings and transfer arrangements are executed flawlessly.
• Reconcile concierge‑related charges such as limousines, car rentals, flowers and tours.
• Plan and promote educational sessions to keep staff informed about hotel and local services.
• Create and manage the concierge roster.

Required profile

• Minimum 2‑3 years of experience in a similar concierge or hospitality leadership role.
• Hotel Management diploma or degree is advantageous.
• Excellent customer‑service orientation with strong communication and organisational abilities.
• In‑depth knowledge of Cape Town and surrounding areas.

Required skills

• Computer literacy – MS Word
• Opera property management system

What we offer

• Competitive basic salary and benefits package.
• Loyalty and recognition rewards programmes.
• Employee assistance and wellness programmes.
• Opportunities for professional development within a globally recognised luxury brand.