Wallacea Living, Head Concierge

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Job Summary

As Head Concierge you will be the face and heartbeat of the customer experience at Wallacea Living. In this highly visible, service-led role, you will lead the front-of-house experience with warmth, discretion, and efficiency, ensuring every owner, guest, and visitor feels welcomed, known, and cared for.

You will set and uphold the standard for hospitality across the village, offering intuitive, personalised service that reflects the Wallacea Living commitment to effortless, luxury living. From managing arrivals and coordinating daily services to overseeing security and lifestyle requests, your attention to detail and sense of ownership will shape the everyday experience of our high net worth owners.

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Resident Experience & Lifestyle Service

• Act as the primary point of contact for owners, addressing their needs, preferences, and concerns with professionalism, discretion, and attentive care.

• Coordinate lifestyle requests such as transportation, personal shopping, private appointments, housekeeping, and guest bookings.

• Anticipate owner needs and proactively suggest services and experiences that enhance daily life.

 

Front-of-House Operations

• Lead the concierge desk and reception area, ensuring it reflects the standards of a luxury hotel – welcoming, immaculate, and efficient.

• Answer phones, make restaurant bookings and deal with face to face queries.

• Handle general office duties i.e. order stationary

• Liaise with other departments (kitchen, housekeeping, maintenance, wellbeing) to ensure seamless service delivery.

• Process restaurant and bar bills, weekly banking and handle owner billing queries.

• Manage owner complaints and service recovery, track and follow up issues to resolution.

• Concierge team rota planning. 

 

Team Leadership

• Recruit, train, and manage a concierge and reception team who embody the Wallacea Living ethos: attentive, discreet, and service-oriented.

• Conduct regular one-to-one meetings and formal performance reviews to provide feedback, recognise achievements, and address areas for improvement in a constructive and supportive manner.

• Provide daily direction, support, and scheduling to ensure adequate coverage and consistency in service delivery.

• Ensure team members are well-versed in owner preferences, service protocols, and emergency procedures.

• Play an active role in planning and delivering events by working collaboratively across the Wallacea Living team

 

Security, Safety & Communication

• Maintain oversight of community access and visitor protocols to ensure owner safety and privacy.

• Respond calmly and efficiently to incidents or emergencies, coordinating with relevant teams as needed.

• Maintain accurate logs of services, visitor activity, and incidents, ensuring strong communication across all teams.

 

Community & Brand Representation

• Represent Wallacea Living with polished communication and confident interpersonal skills at all times.

• Build strong, positive relationships with owners and their families, fostering a community of trust and hospitality.

• Act as a brand ambassador, ensuring that all interactions reflect the quality and values of the Wallacea Living brand.

 

Skills and Experience Required:

To be successful in this role, the Head Concierge will possess the following:

Attributes

• Genuine passion for service and an intuitive understanding of high-net-worth expectations.

• Impeccable personal presentation and communication skills.

• Discreet, reliable, and emotionally intelligent with the ability to handle sensitive situations gracefully.

• Proactive problem-solver with a calm and polished demeanour under pressure.

• Highly organised, adaptable, and comfortable in a dynamic, resident-led environment

 

Experience

• Experience in a similar concierge or guest-facing leadership role within luxury hospitality, private residences, premium retirement living, or five-star hotels.

• Background in delivering tailored, lifestyle-driven service for high net worth individuals or clientele.

• Team leadership experience with the ability to train and inspire excellence in others.

 

Qualifications

• No formal qualifications required; however, customer service and hospitality certifications are advantageous.

• Familiarity with concierge software, CRM systems, and Microsoft Office suite preferred.

• First Aid or emergency response training desirable (training provided if not already held).

• Emotionally intelligent, warm, and comfortable engaging with older residents and high net worth individuals.

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Application process and timetable:

Closing date for applications: 29/08/2025

Location - Community - Marylebone

Department - Operations

Job Title - Head Concierge

Salary - Competitive

Experience - Management

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​About Wallacea Living

Wallacea Living is a developer and operator of Integrated Retirement Communities (IRCs); purpose-built residences designed to meet the unique needs of people over 65. These communities provide not only comfortable homes but also access to an inspiring lifestyle that combines hospitality, social opportunities with like-minded neighbour's, and quality care services as needed. Each Wallacea Living property is sold as a "home for life," offering residents the stability and support needed to live independently and comfortably for the rest of their lives.

 We’re dedicated to creating real communities that foster meaningful connections, joy, and purpose in later life. If you’re inspired by the opportunity to support and engage with people in ways that make a lasting difference, we welcome you to be part of our mission.

For more information about Wallacea Living, please visit our website on www.wallacealiving.com