Head Hotel Concierge

The Hermitage Hotel; Nashville (TN); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Employee meals

Employee discounts

Job summary

The Hermitage Hotel in Nashville seeks a Head Concierge to curate personalized, luxury guest experiences, coordinating bespoke itineraries and VIP access with flawless service that reflects the hotel’s historic elegance and world‑class standards.

Lead and mentor the concierge team, leverage local connections for exclusive experiences, and collaborates across departments to maintain brand excellence and guest satisfaction.

Qualifications

• Minimum 5 years in concierge, guest relations, or luxury hospitality leadership at a Forbes 5‑Star property or equivalent.
• Fluency in English (spoken and written); additional languages are highly preferred.
• Proficiency with PMS, CRM and digital concierge platforms (Opera, Alice, SevenRooms or similar).
• Broad knowledge of Nashville culture, culinary, entertainment, and bespoke service providers.
• Flexibility to work evenings, weekends, holidays, and peak events.

Responsibilities

• Deliver personalized, high‑touch concierge and VIP services.
• Build lasting relationships with VIP and returning guests.
• Lead and mentor the concierge team to ensure consistent 5‑Star service.
• Coordinate with departments to ensure seamless guest experiences.
• Maintain guest profiles and service records for continuity.

Skills

Guest relations

Leadership

Discretion

Attention to detail

Cross-team collaboration

Interpersonal awareness

Anticipatory service

Language skills

Education

Bachelor's degree in Hospitality Management

Tools

Opera PMS

Alice CRM

SevenRooms

Job description

Nestled in Nashville’s heart since 1910, “the Hermitage Hotel”—Nashville’s original million‑dollar landmark and the storied backdrop of generations of gatherings—continues to uphold its timeless motto: “Meet me at The Hermitage.” A National Historic Landmark since 2020, our iconic Beaux Arts architecture connects history and modern luxury under one welcoming roof.

Guided by Our Mission—our commitment to exceptional hospitality through highly personalized service delivered by exceptional staff—and shaped by six core values, we set the gold standard across luxury hospitality:

• Excellence – we continually raise the bar, surprising and delighting guests with poise and polish.
• Accountability – we take ownership of our goals, informed decisions, and guest satisfaction.
• Integrity – we act with consistent character, in every interaction, whether seen or unseen.
• Teamwork – we support one another in service, honesty, and respect, attending thoughtfully to every guest and teammate.
• Tradition – we honor the hotel’s legacy by ensuring our historic reputation grows brighter.
• Community – we are invested in Nashville’s well‑being and continue our role in civic enrichment.

Our century‑plus evolution includes a respectful 2021–2022 restoration that refreshed our 122 suites while preserving arresting features like the marble lobby and stained‑glass ceiling—alongside the debut of refined dining experiences shaped by Michelin‑starred Chef Jean‑Georges Vongerichten.

Why you’ll thrive here:

When you join us, you become part of a team committed to preserving a cherished landmark and shaping its future—offering competitive wages, comprehensive benefits, and a professionally rewarding environment where growth, collaboration, and pride in legacy go hand in hand.

2. Position Summary

As Head Concierge at The Hermitage Hotel, you curate personalized, luxury guest experiences, coordinating bespoke itineraries, VIP access, and flawless service that embodies the hotel’s historic elegance and world‑class standards.

3. Key Responsibilities

Guest Experience & VIP Service

• Deliver personalized, high‑touch service through bespoke itineraries and VIP coordination.
• Anticipate guest needs and execute last‑minute or complex requests with discretion.
• Build lasting relationships with VIP and returning guests.

Local Expertise & Exclusive Access

• Leverage connections across Nashville’s cultural, culinary, and entertainment scenes.
• Secure hard‑to‑access experiences and provide insider recommendations.
• Stay current on local trends to elevate guest offerings.

Leadership & Operational Excellence

• Lead and mentor the concierge team to ensure consistent 5‑Star service.
• Collaborate with all departments to coordinate seamless guest experiences.
• Maintain comprehensive guest profiles and service records for continuity.

Brand Stewardship & Strategic Support

• Represent The Hermitage Hotel’s heritage and Southern hospitality.
• Curate culturally rich, brand‑aligned guest experiences.
• Contribute insights on trends, service innovation, and partnership opportunities.

4. Qualifications & Requirements

Required Experience

• Minimum 5 years in concierge, guest relations, or luxury hospitality leadership, ideally at a Forbes 5‑Star property or equivalent.
• Fluency in English (spoken and written); additional languages such as Spanish, French, Arabic, or Mandarin highly preferred.
• Proficiency with PMS, CRM, and digital concierge platforms (e.g., Opera, Alice, SevenRooms, or similar).
• Comprehensive knowledge of local and regional culture, culinary offerings, entertainment, and bespoke service providers.
• Flexibility to work evenings, weekends, holidays, and accommodate peak occupancy or high‑profile events.
• Must be 21 years or older and able to pass background screening.

Core Competencies

• Interpersonal Awareness – Skillfully read guests’ moods, preferences, and expectations to provide tailored experiences.
• Anticipatory Service – Proactively offer solutions, upgrades, or alternatives before needs are articulated.
• Discretion & Integrity – Maintain strict confidentiality for all guest interactions and VIP arrangements.
• Attention to Detail – Triple‑confirm every aspect of service, from transport to amenities, ensuring flawless delivery.
• Leadership & Cross-Team Collaboration – Inspire and coordinate teams across departments to uphold consistency and brand excellence.

Preferred Extras

• Membership in Les Clefs d’Or or active participation in professional concierge networks.
• Experience serving international clientele and high‑net‑worth individuals.
• Background in heritage properties, private member clubs, or culturally significant luxury hotels.
• Deep passion for and knowledge of local history, art, architecture, or gastronomy.
• Proven success managing complex or multi‑day guest itineraries involving private travel, large parties, or high‑profile events.

5. Why This Role Shines at The Hermitage Hotel

The Chief Concierge is the heart of personalized, world‑class service. You combine Southern hospitality with executive‑level discretion, guiding guests through extraordinary experiences and VIP access while mentoring a team to uphold our century‑long tradition of excellence. Every detail you orchestrate turns a guest stay into an unforgettable memory, reinforcing The Hermitage Hotel’s place as a living landmark of luxury and culture.

At The Hermitage Hotel, we value our team members and offer a comprehensive benefits package to support your well‑being and professional growth for Full Time Employees:

• Health & Wellness: Affordable health, dental, and vision insurance, with options to extend coverage to spouses, children, or domestic partners.
• Financial Security: Company‑provided life insurance and a 401(k) plan with a 3% annual match.
• Work‑Life Balance: Paid time off starting at 15 days per year after initial 90 day probationary period, increasing with tenure up to 30 days per year.
• Employee Support: Access to mental and behavioral health services, telehealth consultations, and an employee assistance program.
• Additional Perks: Complimentary meals in the employee cafeteria, subsidized on‑site parking, and generous discounts at our retail and restaurant outlets.
• Professional Development: Ongoing education support, including industry training.
• Exclusive Rates: Special hotel rates for employees and discounted rates for friends and family.

7. Schedule:

• Must be available for Weekends/ Holidays
• Full Time range up to 40(+) Hours per week

8. Compensation

• Starting salary at based upon experience

NOTICE

It is the policy of The Hermitage Hotel to employ the most qualified individuals. Promotion from within will be given priority whenever possible thus providing for growth, advancement, and increased responsibility for employees. All candidates are required to pass a pre‑employment drug screen and criminal background check prior to beginning employment.

EQUAL OPPORTUNITY EMPLOYER

The Hermitage Hotel is an equal opportunity employer and does not discriminate against associates or job applicants on the basis of race, religion, color, sex, age, national origin, disability, veteran status, or any other condition protected by applicable state and federal laws, except where a bona fide occupational qualification applies.