Director of Concierge

Overview

Director of Concierge

Position Summary:

The Director of Concierge plays a vital role in curating unforgettable moments for our guests by leading the Concierge team with passion, innovation, and an unwavering commitment to excellence.This leadership role oversees the daily operations of the Concierge desk, develops exclusive guest offerings aligned with company culture and fosters strong relationships with internal departments and the local community to elevate every aspect of the guest journey.

Key Responsibilities:

• Lead, train, and inspire a team of Concierges.
• Establish service standards and hold team accountable to the highest levels of personalized service.
• Promote a culture of elegance and refinement aligned with company’s philosophy.
• Anticipate, interpret, and fulfill guest needs with discretion and creativity.
• Curate personalized itineraries, exclusive experiences, and insider access to the city’s cultural, culinary, and entertainment scenes.
• Handle VIPs, long-stay guests, and repeat visitors with elevated care and discretion.
• Build and maintain elite partnerships with restaurants, galleries, theaters, retailers, private clubs, transportation providers, and key city stakeholders.
• Represent the company at local and international concierge networks, such as Les Clefs d’Or (preferred).
• Oversee Concierge software, guest request logs, amenity tracking, and follow-up processes.
• Ensure all team members are well-versed in safety, security, and emergency response procedures.
• Work closely with Front Office, Housekeeping, Sales, Events, and F&B to ensure seamless service delivery.
• Support special projects, guest recognition programs, and pre-arrival planning for high-profile stays.
• Analyze guest feedback, identify trends, and implement service enhancements.
• Contribute to internal cultural audits and employee engagement efforts related to service excellence.

Qualifications:

• Minimum 5 years of luxury experience, with at least 2 years in a Concierge leadership role.
• Proven experience managing teams in a high-touch, detail-oriented environment.
• Exceptional knowledge of dining, arts, fashion, and event scenes.
• Membership in Les Clefs d’Or strongly preferred.
• Strong written and verbal communication skills; fluency in English required (additional languages a plus).
• Poise, discretion, and the ability to handle confidential matters professionally.
• Proficiency in concierge systems and guest communication platforms.

Personal Attributes:

• Naturally warm and gracious demeanor with a refined sense of hospitality.
• Emotionally intelligent and composed under pressure.
• A genuine curiosity and love for culture, travel, and human connection.
• A polished ambassador for brand and values.