Chief Concierge

Description

• Conduct training sessions on local knowledge, service standards, hotel operations and best practices.
• Maintain and up-to-date database of events, dining venues, and service contacts; ensure accurate guest information tracking through the property management system for future stays.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Maintain and communicate accurate, up-to-date information on all hotel venues.
• Prepare and distribute daily briefings to the hotel team regarding daily arrivals, special events, and VIP guests.
• Resolve challenges with grace, discretion, and empathy.
• Partner with department leaders to elevate guest engagement, promote signature experiences, and support revenue-generating opportunities though personalized recommendations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Handle special requests and unique situations with professionalism and efficiency.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Coordinate closely with operations departments to ensure seamless, discreet, and customized experiences for high-profile and repeat guests.
• Cultivate and sustain privileged relationships with high-end service providers, private drivers, art galleries, luxury retailers, and entertainment venues, to provide guests with preferred access and treatment.
• Demonstrate full command of the hotel's emergency procedures and ensure the hotel team is trained to respond promptly, calmly, and effectively in any situation.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Anticipate guest needs and design bespoke itineraries, securing access to exclusive restaurants, private tours, cultural events, and one-of-a-kind local experiences.
• Attend all hotel required meetings and trainings.
• Provide detailed maps, directions, and curated local insights with precision and personalization, tailoring guidance to each guest's preferences and itineary.
• Maintain a warm and friendly demeanor at all times.
• Personally extend warm, personalized welcome calls or notes to VIP and special-status guests.

Requirements

• Ability to stand during entire shift.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Must have a valid driver's license for the applicable state.
• Must be able to show initiative, including anticipating guest or operational needs.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to cross-train in other hotel related areas.
• Must have extensive knowledge of the area and be able to give directions clearly.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• High School diploma or equivalent and/or at least four (4) years of progressive experience in a luxury hotel or a related field required.

Benefits

• Flexible and long hours sometimes required.

Training + Development

Interview process

Visa Sponsorship

Security clearance