Senior Concierge & Guest Experience Lead

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

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.