Luxury Concierge Lead & Guest Experience Champion (Madrid)

Four Seasons Hotel; Madrid; On-site; EUR 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Training and development

Employee travel program

Dry cleaning for uniforms

40 days vacation (30 natural + 20 bank

Birthday day off

Private health insurance

Employee meals

Job summary

Four Seasons Hotel Madrid is seeking a passionate Assistant Chief Concierge to lead the Concierge and Guest Services team. Reporting to the Front Office Manager, you will supervise daily operations, ensure timely follow-up on guest requests, and align responses with guest needs to maximize satisfaction.

You will coordinate VIP arrivals, manage guest itineraries and reservations, and build strong relationships with local partners.

Qualifications

• Minimum 2 years of leadership or supervisory experience in Concierge operations within a luxury hotel, resort, or similar environment.
• Experience in Madrid and strong knowledge of the city and supplier network is highly desirable.
• Degree or Diploma in Hospitality Management, Hotel Management, Tourism, or related field preferred.
• Proven ability to lead teams and deliver exceptional luxury guest experiences.
• Strong knowledge of luxury travel expectations and destination-driven guest experiences.
• Excellent communication, relationship-building, and problem-solving skills.
• Fluent English and Spanish required. Additional languages are advantageous.
• Les Clefs d'Or membership or equivalent recognition is advantageous.

Responsibilities

• Lead the daily operations of the Concierge and Guest Services team, ensuring exceptional guest experiences.
• Oversee guest itineraries, activity bookings, restaurant reservations, transportation arrangements, and special requests with accuracy and attention to detail.
• Provide expert destination knowledge and personalized recommendations that enhance each guest's stay.
• Coordinate VIP arrivals, owner stays, long-stay guests, and special celebrations, ensuring flawless execution.
• Build and maintain relationships with restaurants, guides, transportation providers, luxury retailers, and local partners.
• Collaborate with Front Office, Housekeeping, Spa, F&B, and other departments for seamless service.
• Drive guest recognition, service recovery, and continual improvement initiatives.
• Assist with scheduling, inventory, reporting, and operational planning.
• Train, coach, and develop Concierge team members in line with Four Seasons standards.
• Support hotel activities, seasonal initiatives, and guest experience projects.

Skills

Leadership

Guest service

Communication

English

Spanish

Education

Hospitality management degree

Job description

Four Seasons Hotel Madrid is seeking a passionate Assistant Chief Concierge to lead the Concierge and Guest Services team. Reporting to the Front Office Manager, you will supervise daily operations, ensure timely follow-up on guest requests, and align responses with guest needs to maximize satisfaction.

You will coordinate VIP arrivals, manage guest itineraries and reservations, and build strong relationships with local partners.