Concierge Manager

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

Job summary

THE Wall Street HOTEL in New York seeks a Concierge Manager to lead guest experience initiatives, manage VIP services, and align operations with luxury brand standards. You will train staff, anticipate guest needs, and collaborate with other departments to deliver seamless, personalized experiences.

The role requires 2–3 years in concierge with leadership, strong communication, and international knowledge of dining and entertainment.

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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Guest service leadership

VIP guest relations

Strategic planning

Team leadership

Opera PMS

Education

Degree in hospitality or related field

Bachelor preferred

Tools

Opera PMS

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