Concierge Manager

The Wall Street Hotel; New York (NY); On-site; USD 70,000 - 75,000; Full time

Job summary

A leading hotel in New York is seeking a Concierge Manager to elevate guest experiences through exceptional service leadership and operational excellence. In this role, you will combine hands-on guest interaction with strategic planning to ensure top-tier satisfaction for VIP guests. The ideal candidate will possess a strong background in luxury hospitality and the ability to deliver personalized services, all while managing a dedicated team. You will be an essential point of contact for guests, using your extensive local knowledge to create memorable moments.

Qualifications

• Minimum 2-3 years in a concierge role, with at least 2 years in management.
• Exceptional communication, organizational, and leadership skills.

Responsibilities

• Oversee all concierge services and ensure guest satisfaction.
• Arrange exclusive experiences and maintain a local connections network.
• Develop service protocols aligned with the hotel’s luxury standards.

Skills

World-class guest service

Problem-solving

Attention to detail

Multitasking

Emotional intelligence

Education

Degree in hospitality, tourism, or related field

Tools

Property Management Systems (PMS)

Concierge platforms like Opera

Job description

The Concierge Manager is vital in creating and delivering an exceptional and memorable guest experience. This role combines leadership, strategic planning, and hands-on guest interaction to maintain the highest guest satisfaction and loyalty levels. This position ensures that all guest requests are anticipated, addressed, and fulfilled with professionalism and attention to detail, exceeding expectations. The Concierge Manager will serve as our guests' trusted advisor and key point of contact for VIP guests, offering insider knowledge, recommendations, and seamless arrangements.

Key Responsibilities:

1. Guest Experience Leadership:

• Oversee all concierge services, ensuring a consistent standard of luxury and excellence.
• Greet and build relationships with VIP guests, anticipating their needs and exceeding expectations.
• Resolve guest issues promptly and diplomatically, ensuring their satisfaction.
• Handle special requests and unique situations with creativity and efficiency.

1. Personalized Services:

• Arrange experiences such as exclusive dining, transportation, private tours, entertainment reservations, and more.
• Maintain a network of local connections, offering guests unique access to exclusive opportunities.
• Provide detailed and personalized recommendations, considering individual guest preferences.

1. Operational Excellence:

• Develop and implement service protocols, ensuring alignment with the hotel’s luxury brand standards.
• Ensure all requests and arrangements are accurately documented and executed flawlessly.
• Be knowledgeable of the property facilities, services, hours of operation, in-house events, conferences, and amenities to assist guests proactively.
• Collaborate with other departments (e.g., housekeeping, front desk, food & beverage) to enhance the guest experience.
• Know, understand, and practice (with energy and enthusiasm) the mission, core values, and Wall Street Hotel culture.

1. Innovation and Continuous Improvement:

• Maintain an extensive knowledge of New York City’s dining, entertainment, and cultural offerings.
• Stay updated on luxury market trends, local attractions, and travel industry innovations.
• Identify opportunities to enhance concierge services and create memorable guest moments.
• Identify opportunities to enhance guest experiences and implement innovative solutions.
• Analyze guest feedback and reviews to identify areas for improvement in service delivery.
• Build partnerships with local businesses, vendors, and service providers to secure exclusive deals for guests.

Qualifications:

• A degree in hospitality, tourism, or a related field is a plus.
• A minimum of 2-3 years of experience in a concierge role, with at least 2 years in a leadership or management position.
• Previous luxury hospitality experience preferred
• Demonstrated expertise in delivering luxury services within a 4- or 5-star hospitality setting.
• Exceptional communication, organizational, and leadership skills.
• Strong local and international knowledge of dining, entertainment, travel, and exclusive experiences.
• Fluency in multiple languages is a plus.
• A polished, professional appearance and demeanor.

Skills & Attributes:

• Passionate about providing world-class guest service.
• Ability to understand guest preferences and deliver highly personalized service.
• Exceptional attention to detail and ability to multitask in a fast-paced environment.
• High emotional intelligence and cultural sensitivity.
• Ability to remain calm under pressure and solve problems creatively.
• A proactive approach, anticipating guest needs before they arise.
• Familiarity with Property Management Systems (PMS), concierge-specific platforms like Opera.

*The anticipated compensation range for the position is $70-75k per year. The salary offered to a successful candidate will depend on several factors, including, but not limited to, years of experience in the job, years of experience within the required industry, education, etc.The compensation and benefits information are provided as of the date of this posting. company reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.*

Source: Hospitality Online