Assistant Chief Concierge

B.-F.-Saul-Hospitality-Group-; Washington (District of Columbia); On-site; USD 51,300 - 62,700; Full time

Job summary

The Hay-Adams in Washington, D.C. seeks an Assistant Chief Concierge to uphold Forbes Five-Star standards and deliver personalized guest experiences with exceptional service.

The role leads the Bell and Door teams, coordinates with Doorman for car services, and maintains a visible lobby presence while inspiring staff.

Candidates should have 3+ years of luxury hotel experience, strong English communication, and Les Clefs d’Or membership is preferred.

Qualifications

• Minimum of 3 years of luxury hospitality experience, with Concierge experience required.
• Extensive knowledge of Washington, D.C. includes fine dining, entertainment, cultural institutions, luxury retail, transportation, diplomatic events, and local attractions.
• Active Les Clefs d’Or membership preferred.
• Exceptional interpersonal, communication, organizational, and leadership skills.
• Ability to stand and walk for extended periods in a luxury environment.
• Excellent English communication skills.
• Proficient in computer systems and mobile technology.

Responsibilities

• Anticipate guest requests, preferences and needs through proactive communication across departments.
• Proactively deliver unexpected service, creating moments of delight.
• Create customized and one-of-a-kind guest experiences, itineraries, reservations, and exclusive access opportunities.
• Maintain a highly visible presence in the lobby and public areas to engage with guests and oversee service execution while leading, inspiring, and developing the Bell and Door teams through coaching, mentorship, and performance management.
• Oversee all daily operations of Bell Services and Door Services such as directing the bell person to deliver guest amenities, guest luggage coordination and guest room orientation.
• Monitor guest feedback, service recovery opportunities, and quality trends to identify areas for improvement.
• Represent The Hay-Adams within the Washington hospitality community and cultivate strategic partnerships that enhance guest experiences.
• Identify new opportunities to expand destination offerings and exclusive guest benefits.
• Coordinate with the Doorman for house car inspections, scheduled car services and inspection of car services to ensure they are presentable for our guests.
• Perform any other reasonable duties as required and directed.

Skills

Interpersonal skills

Communication skills

Organizational skills

Leadership skills

Education

Les Clefs d’Or membership (preferred)

Job description

Steeped in rich history and surrounded by the most iconic institutions of our nation, The Hay-Adams is the downtown Washington, D.C. hotel for discerning guests. Enveloped by views of the White House, St. John’s Church, and the scenic Lafayette Park, the 5-star accommodations at The Hay-Adams are the embodiment of refined residence. Marked by Washington, D.C.’s most accommodating amenities and dedicated services, The Hay-Adams is the boutique hotel of choice for the modern luxury traveler. The Hay-Adams offers an exceptional guest experience that goes beyond a good night’s sleep.

Position Scope

The Assistant Chief Concierge serves as an ambassador of The Hay-Adams and is responsible for curating exceptional, personalized, and memorable experiences for every guest. The Assistant Chief Concierge establishes the highest standards of luxury hospitality while ensuring flawless execution of Forbes Travel Guide Five Star and Leading Quality Assurance standards.

Essential Duties and Responsibilities

• Anticipate guest requests, preferences and needs through proactive communication across departments.
• Proactively deliver unexpected service, creating moments of delight.
• Create customized and one-of-a-kind guest experiences, itineraries, reservations, and exclusive access opportunities that exceed guest expectations.
• Ensure all guest interactions reflect the standards and service philosophy of Forbes Travel Five Star Guide and Leading Quality Assurance.
• Oversee Concierge to ensure daily tasks are being completed such as pre-arrival contact, car services being inspected, bookings being made by following the Forbes standards.
• Maintain a highly visible presence in the lobby and public areas to engage with guests and oversee service execution while leading, inspiring, and developing the Bell and Door teams through coaching, mentorship, and performance management.
• Oversee all daily operations of Bell Services and Door Services such as directing the bell person to deliver guest amenities, guest luggage coordination and guest room orientation.
• Monitor guest feedback, service recovery opportunities, and quality trends to identify areas for improvement.
• Represent The Hay-Adams within the Washington hospitality community and cultivate strategic partnerships that enhance guest experiences.
• Identify new opportunities to expand destination offerings and exclusive guest benefits.
• Coordinate with the Doorman for house car inspections, scheduled car services and inspection of car services to ensure they are presentable for our guests.
• Perform any other reasonable duties as required and directed.

Qualifications

Minimum of3 years of luxury hospitality experience, with Concierge experience required

Extensive knowledge of Washington, D.C. includes fine dining, entertainment, cultural institutions, luxury retail, transportation, diplomatic events, and local attractions.

Active membership in Les Clefs d’Or is strongly preferred and highly desirable.

Exceptional interpersonal, communication, organizational, and leadership skills.

Ability to maintain composure and professionalism while managing multiple priorities in a fast-paced luxury environment.

Exceptional verbal and written communication skills in English are required.

Ability to stand and walk for extended periods throughout the workday.

Ability to work in a dynamic hospitality environment while maintaining a professional appearance and demeanor.

Ability to use computer systems and mobile technology for extended periods as required.

$57,000 - $57,000 a year

The actual base pay offered is determined by several variables, including, as appropriate, the applicant's qualifications for the position, years of relevant experience, distinctive skills, level of education attained, certifications or other professional licenses held. Base pay is one component of B. F. Saul Company & Affiliates total compensation package, which also includes access to or eligibility for healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, bonus plans and more

The Hay-Adams is proud to be an equal opportunity workplace dedicated to pursuing and hiring diverse professionals.

Equal Opportunity Employer/Veterans/Disabled