Location: Fulham Pier, Stevenage Road, London.
Reporting to: Spa Manager
Job description:
The Head of Concierge is responsible for leading and elevating the guest journey across the Spa, ensuring a seamless, highly personalised, and commercially driven experience from arrival through to departure.
As a senior ambassador of the brand, this role oversees the Concierge team, sets the standard for service excellence, and ensures operational fluidity across all floors. The Head of Concierge plays a critical role in driving revenue, optimising scheduling, and embedding a culture of intuitive, anticipatory service aligned with Spas luxury positioning.
This is both a hands-on operational role and a leadership position, balancing floor presence with team development, performance management, and cross-department coordination.
Key Responsibilities:
The Head of Concierge is responsible for setting and upholding the gold standard for guest experience across the Spa, acting as the ultimate host within the space. Leading from the floor during peak times, the role ensures seamless arrival, orientation and departure experiences, while personally managing VIPs, high-profile members and complex guest journeys. They embed a culture of personalisation and anticipatory service across the Concierge team, continuously refining the end-to-end guest journey across all wellness touchpoints including spa, fitness, medical, recovery and rooftop experiences.
The role leads the recruitment, onboarding and development of the Concierge team, ensuring alignment with the Spa’s service standards and cultural values. This includes conducting daily briefings, managing rotas and performance reviews, and acting as the first point of escalation for guest feedback and service recovery. The Head of Concierge plays a key role in mentoring team members, identifying future leaders and ensuring consistent grooming, presentation and behavioural standards are upheld at all times.
Operationally, the Head of Concierge oversees all concierge-led functions, including check-in and check-out processes, scheduling across wellness services and internal communications. They ensure seamless coordination between spa therapists, fitness teams, medical partners and F&B, maintaining operational flow across all floors and troubleshooting in real time to deliver a frictionless member experience.
The role contributes directly to commercial performance by supporting membership conversion, treatment and retail upselling, and identifying opportunities to enhance the overall guest experience. Through close monitoring of booking patterns and guest behaviour, the Head of Concierge works alongside the Spa Manager to optimise occupancy, increase yield and support reporting on revenue performance, guest trends and conversion rates.
The Head of Concierge is also responsible for overseeing diary management and booking systems, ensuring therapist utilisation, studio capacity and medical room efficiency are maximised. Strategic scheduling practices are implemented to support peak demand, with a strong focus on accuracy and consistency across all platforms.
In addition, the role ensures that all guest-facing areas under concierge control are maintained to the highest standard, including reception and waiting spaces. Working closely with Spa Attendants and housekeeping, the Head of Concierge ensures environments are immaculate, fully stocked and aligned with the Spa’s brand standards at all times.
A strong understanding of wellness and product offering is essential, with the Head of Concierge maintaining expert knowledge across treatments, membership tiers and biohacking technologies. They ensure the team can confidently guide and educate guests, acting as key storytellers of the Spa’s philosophy and experience.
Finally, the Head of Concierge oversees administrative and compliance responsibilities, ensuring operational and financial accuracy, robust reporting and data management, and adherence to GDPR, confidentiality standards and internal SO.
Skills & Experience:
- Experience within a wellness, longevity, or biohacking environment
- Pre-opening experience
- Experience working with high-profile or VIP clientele
- Exceptional communication and interpersonal skills
- Strong commercial awareness and revenue-driving mindset
- High level of organisation and operational control
- Confident with booking and POS systems
- Ability to multitask and problem-solve under pressure
Personal Profile:
- Natural leader with a hands-on, visible presence
- Highly intuitive and emotionally intelligent
- Impeccable attention to detail
- Calm, composed, and solution-oriented
- Passionate about wellness and luxury service
Health and Safety:
As confident custodians, all staff must adhere to Fulham Pier’s Health and Safety policy as well as comply with all role specific health and safety requirements. In addition, all staff have the responsibility to report any breach or potential breach in health & safety to a member of the health and safety team or senior manager.
Safeguarding:
Fulham Pier acknowledges that everyone has a responsibility for the wellbeing and safety of children, young people and adults at risk who are visiting Fulham Pier. As part of Fulham Pier’s commitment to providing a safe environment for children and adults at risk, we operate a Safer Recruitment Policy which all candidates must comply with. In addition, we require all staff who work with or interact with children or adults at risk to comply with our Safeguarding Children and Safeguarding Adults Policies.
Equality, diversity & inclusion:
We are committed to supporting an environment where all staff have a personal responsibility to uphold Fulham Pier’s Equal Opportunities Policy by treating fellow employees, prospective employees, casual workers, prospective casual workers, and customers fairly and impartially.
To Apply:
Please send your CV along with a cover letter to sparecruitment@fulhampier.com