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.
This position requires a hospitality professional with extensive destination knowledge, leadership skills and a passion for service excellence. The Assistant Chief Concierge is entrusted with anticipating guest needs and fostering meaningful guest relationships.
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 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 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.