New Destination Concierge Consultant

Job Introduction

What is the role?

The NEW Destination Concierge Consultant plays a key role in delivering a seamless, elevated client journey by combining Front of House reception responsibilities with concierge-level service. This role acts as a central point of contact for clients, partners and internal teams, ensuring exceptional service delivery, operational excellence, and personalised experiences in line with Selfridges Values.

You will:

Client Experience:

• Deliver a warm, genuine welcome to all clients and guests, including VSP, VVSPs and PS clientele and support high-profile and special occasion visits
• Manage client check ins at Personal Shopping and act as a knowledgeable and proactive point of contact for client enquiries, both in person and remotely

Inbox and Enquiry Management

• Manage and respond to shared inbox enquiries and phone calls in a timely manner
• Handle high volume correspondence during peak trading periods, newsletter launches and events

Appointments, Booking and Standards

• Coordinate Personal Shopping room bookings and appointment calendars as well as manage walk in requests, initial consultations and referrals
• Ensure suite standards are maintained and that any defects or issues are reported to management and resolved promptly
• Support in reservations for the F and B areas collaborating effectively with the operator so the journey for our guests is seamless

Concierge and Partnership Support

• Manage client shopping requests, referrals from hotel concierges and other external partners and any other ad hoc requests with professionalism
• Support partnership initiatives with internal or external brands

Operational and Administrative Support

• Provide operational and administrative support including, coordinating same-day delivery services, dispatch queries and client collections
• Manage product requests, alterations, courier services and shopping deliveries
• Maintaining trackers and completing opening and closing checklists
• Support the delivery of end of day and weekly reporting

Events Support

• Support the events team with administrative tasks such as guest confirmations and communications
• Provide on the day support, such as managing guest flow, to ensure a smooth and premium client experiences
• Be flexible to work shifts aligned with NEW Destination opening hours, and on occasion available to stay until the destination closes, such as to support with events in the space.

How you’ll do it…you will be:

• Warm and approachable, with strong interpersonal skills and a focus on building and growing relationships
• Excellent verbal and written communication and stakeholder management skills, with a collaborative and engaging approach.
• Professional and discrete, with a proven experience working in a customer-facing environment with high-net-worth clients
• Highly organised, efficient, and detail orientated with strong administrative skills
• Adaptable and resourceful, with strong multi-tasking and prioritisation skills
• Proactive and customer focused, looking for ways to elevate the client experience and ensure they receive exceptional customer service

This guide represents a summary of the role, however all team members are expected to be flexible in the work they undertake and department location, which may change from time to time, according to the needs of the business.

Selfridges