Head Concierge – Luxury Hotel

About the role

The Head Concierge leads the concierge operation at a premier luxury hotel, ensuring every guest receives intuitive, personalized, and memorable service throughout their stay. This senior position acts as an ambassador for the property and the destination, creating bespoke experiences that reflect the brand’s legendary standards.

Key responsibilities

• Lead, coach, and develop the concierge team, fostering a culture of trust, collaboration, and service excellence.
• Oversee daily concierge operations, guaranteeing quality standards are met and guest expectations are exceeded.
• Champion personalized service for VIPs, repeat visitors, and special requests, handling enquiries, transportation, reservations, ticketing, and bespoke arrangements.
• Build and maintain a comprehensive network of local luxury partners, restaurants, cultural attractions, and service providers to enhance guest experiences.
• Monitor guest feedback and service performance, implementing improvements to boost satisfaction and loyalty.

Required profile

• Proven experience in luxury hospitality concierge or guest‑services leadership.
• Strong operational mindset with the ability to inspire and manage a high‑performing team.
• Excellent communication and relationship‑building skills with local partners and internal departments.
• Demonstrated ability to deliver exceptional service to VIP and high‑net‑worth guests.
• Fluency in English; additional languages are a plus.

Required skills

• In‑depth knowledge of local luxury attractions, dining venues, and cultural experiences.
• Expertise in coordinating transportation, reservations, and bespoke guest itineraries.
• Ability to analyze guest feedback and drive continuous service improvements.
• Leadership and team‑development capabilities.
• Strong organizational and multitasking skills.