Assistant Chief Concierge

The Setai; Miami Beach (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

The Setai Miami Beach is seeking an Assistant Chief Concierge to support the Chief Concierge in delivering exceptional, personalized guest experiences in a Forbes Five-Star luxury environment. You will supervise, coach, and assist the concierge team while maintaining a hands-on approach to guest service and a deep knowledge of local dining, entertainment, and experiences.

Role requires strong leadership, superb communication, and the ability to anticipate guest needs with discretion.

Qualifications

• Minimum of three years of Concierge or Guest Services experience in a luxury hotel environment preferred.
• Previous supervisory or leadership experience strongly preferred.
• Experience in a Forbes Five-Star, AAA Five Diamond, or comparable luxury hospitality environment highly desirable.
• Strong knowledge of Miami Beach and Miami restaurants, attractions, entertainment, and luxury service providers.
• Excellent interpersonal, communication, and organizational skills.
• Strong problem-solving abilities and sound judgment when handling guest requests.
• Ability to multitask, prioritize, and remain composed in a fast-paced environment.
• Proficiency in hotel property management systems and Microsoft Office applications.
• Fluency in English required; additional languages are highly desirable.
• Les Clefs d'Or membership or active involvement in professional concierge organizations is a plus.

Responsibilities

• Provide exceptional, personalized concierge services to hotel guests, ensuring a seamless and memorable experience.
• Anticipate guest needs and preferences, proactively offering recommendations and personalized arrangements.
• Coordinate restaurant reservations, transportation, entertainment, excursions, shopping experiences, and special requests.
• Assist VIP guests, repeat guests, and high-profile clientele with discretion and professionalism.
• Handle complex guest requests and service recovery situations promptly and effectively.
• Maintain extensive knowledge of Miami Beach and Miami restaurants, attractions, entertainment, and luxury experiences.
• Follow up on guest requests to ensure satisfaction and successful completion.
• Assist the Chief Concierge in overseeing daily Concierge operations and ensuring consistent service standards.
• Supervise and provide guidance to Concierge team members during assigned shifts.
• Assume departmental leadership responsibilities in the absence of the Chief Concierge.
• Assist with employee scheduling, shift assignments, and operational coverage.
• Support the training, coaching, and professional development of Concierge team members.
• Monitor team performance and provide constructive feedback to maintain service excellence.
• Ensure accurate communication and documentation of guest requests, preferences, and arrangements.
• Promote teamwork, accountability, and a positive working environment.
• Coordinate personalized arrangements for VIP arrivals, special occasions, and high-profile guests.
• Work closely with Front Office, Guest Relations, Housekeeping, Food & Beverage, Security, and other departments to ensure seamless guest experiences.
• Maintain accurate guest profiles and preferences in hotel systems.
• Communicate special arrangements and important guest information to relevant departments.
• Demonstrate cultural awareness and sensitivity when assisting international guests.
• Establish and maintain professional relationships with restaurants, transportation providers, entertainment venues, and luxury service partners.
• Ensure recommended vendors consistently meet the quality and service expectations of The Setai.
• Stay informed about local events, exclusive experiences, and new offerings throughout Miami.
• Coordinate external services and confirm arrangements to ensure accuracy and reliability.
• Consistently demonstrate and reinforce Forbes Travel Guide service standards.
• Ensure all guest interactions reflect The Setai commitment to luxury, personalized service, and attention to detail.
• Participate in departmental training, quality assurance initiatives, and service improvement programs.
• Identify opportunities to enhance operational efficiency and guest satisfaction.
• Maintain the highest standards of confidentiality, professional appearance, and conduct.

Skills

Guest service excellence

Team leadership

Communication skills

Discretion

Problem solving

Multitasking

English fluency

Tools

Hotel PMS

Microsoft Office

Job description

Assistant Chief Concierge

Department: Rooms Division – Concierge
Reports To: Chief Concierge

Position Summary

The Assistant Chief Concierge is responsible for supporting the Chief Concierge in the daily operations of the Concierge Department, ensuring the delivery of exceptional, personalized guest experiences consistent with The Setai luxury service standards and Forbes Five-Star expectations.

This position plays an essential role in supervising, coaching, and supporting the Concierge team while maintaining a hands-on approach to guest service. The Assistant Chief Concierge anticipates guest needs, coordinates exclusive experiences, and ensures that all guest requests are handled with professionalism, efficiency, discretion, and attention to detail.

Guest Experience and Personalized Service

• Provide exceptional, personalized concierge services to hotel guests, ensuring a seamless and memorable experience.

• Anticipate guest needs and preferences, proactively offering recommendations and personalized arrangements.

• Coordinate restaurant reservations, transportation, entertainment, excursions, shopping experiences, and special requests.

• Assist VIP guests, repeat guests, and high-profile clientele with discretion and professionalism.

• Handle complex guest requests and service recovery situations promptly and effectively.

• Maintain extensive knowledge of Miami Beach and Miami restaurants, attractions, entertainment, and luxury experiences.

• Follow up on guest requests to ensure satisfaction and successful completion.

Leadership and Department Operations

• Assist the Chief Concierge in overseeing daily Concierge operations and ensuring consistent service standards.

• Supervise and provide guidance to Concierge team members during assigned shifts.

• Assume departmental leadership responsibilities in the absence of the Chief Concierge.

• Assist with employee scheduling, shift assignments, and operational coverage.

• Support the training, coaching, and professional development of Concierge team members.

• Monitor team performance and provide constructive feedback to maintain service excellence.

• Ensure accurate communication and documentation of guest requests, preferences, and arrangements.

• Promote teamwork, accountability, and a positive working environment.

VIP Services and Interdepartmental Coordination

• Coordinate personalized arrangements for VIP arrivals, special occasions, and high-profile guests.

• Work closely with Front Office, Guest Relations, Housekeeping, Food & Beverage, Security, and other departments to ensure seamless guest experiences.

• Maintain accurate guest profiles and preferences in hotel systems.

• Communicate special arrangements and important guest information to relevant departments.

• Demonstrate cultural awareness and sensitivity when assisting international guests.

Vendor Relations and Local Partnerships

• Establish and maintain professional relationships with restaurants, transportation providers, entertainment venues, and luxury service partners.

• Ensure recommended vendors consistently meet the quality and service expectations of The Setai.

• Stay informed about local events, exclusive experiences, and new offerings throughout Miami.

• Coordinate external services and confirm arrangements to ensure accuracy and reliability.

Forbes Five-Star Standards and Quality Assurance

• Consistently demonstrate and reinforce Forbes Travel Guide service standards.

• Ensure all guest interactions reflect The Setai commitment to luxury, personalized service, and attention to detail.

• Participate in departmental training, quality assurance initiatives, and service improvement programs.

• Identify opportunities to enhance operational efficiency and guest satisfaction.

• Maintain the highest standards of confidentiality, professional appearance, and conduct.

Qualifications and Experience

• Minimum of three years of Concierge or Guest Services experience in a luxury hotel environment preferred.

• Previous supervisory or leadership experience strongly preferred.

• Experience in a Forbes Five-Star, AAA Five Diamond, or comparable luxury hospitality environment highly desirable.

• Strong knowledge of Miami Beach and Miami restaurants, attractions, entertainment, and luxury service providers.

• Excellent interpersonal, communication, and organizational skills.

• Strong problem-solving abilities and sound judgment when handling guest requests.

• Ability to multitask, prioritize, and remain composed in a fast-paced environment.

• Proficiency in hotel property management systems and Microsoft Office applications.

• Fluency in English required; additional languages are highly desirable.

• Les Clefs d'Or membership or active involvement in professional concierge organizations is a plus.

Key Competencies

• Exceptional Guest Service

• Leadership and Team Development

• Anticipatory and Personalized Service

• Problem-Solving and Decision-Making

• Attention to Detail

• Professionalism and Discretion

• Communication and Collaboration

• Adaptability and Flexibility

• Cultural Awareness

• Commitment to Service Excellence

Physical Requirements and Work Environment

• Ability to stand and walk for extended periods.

• Ability to work flexible schedules, including weekends, holidays, and evenings.

• Ability to perform effectively in a fast-paced luxury hotel environment.

• Ability to perform the essential functions of the position with or without reasonable accommodation.

This is a management position
This is a full time position