Concierge Coordinator

Responsibilities

• Support the planning and execution of the Games Hospitality concierge program by helping deliver personalized, high-touch service to VIP donor guests, families, dignitaries, and other high-profile stakeholders throughout the Games.
• Aid in implementing concierge service standards, operating procedures, guest communication protocols, and escalation processes to ensure consistent service delivery across program touchpoints.
• Coordinate day-to-day concierge support during the Games, including guest check-ins, itinerary updates, service requests, issue intake, transportation coordination, event access support, and real-time guest experience troubleshooting.
• Maintain detailed guest profiles, preferences, itineraries, and service-request tracking tools to ensure accurate, timely, and individualized support for each guest.
• Partner with Development, hospitality operations, transportation, protocol, ticketing, venue operations, security, and other internal and external partners to coordinate seamless guest journeys.
• Serve as a concierge point of contact for guest needs, responding with professionalism, discretion, cultural awareness, and a solutions-oriented approach.
• Identify guest needs, service gaps, operational risks, and opportunities to enhance the donor hospitality experience, escalating issues as appropriate.
• Support management of concierge program materials, supplies, communication resources, and other operational assets, including inventory tracking, purchasing coordination, and replenishment as needed.
• Prepare operational updates, guest service summaries, tracking reports, and post-event notes for leadership and key stakeholders.
• Support registration, payment, invoicing, data accuracy, and CRM or tracking-system processes related to donor guest participation and hospitality services.
• Maintain confidentiality and sound judgment when handling sensitive donor, guest, and organizational information.

Requirements

• 2+ years of experience in hospitality, guest services, donor relations, event coordination, or large-scale event operations.
• Experience supporting VIPs, donors, dignitaries, or high-profile individuals with professionalism, discretion, and attention to detail across multi-day events, sporting events, conferences, festivals, or similar guest-facing programs.
• Experience assisting with logistics, staffing support, and real-time operations across multiple venues or program areas.
• Experience supporting guest registrations, payments, invoicing, and data accuracy across multiple platforms.
• Ability to provide personalized, culturally aware, VIP-level service to donors, dignitaries, and high-profile guests.
• Ability to support concierge colleagues, volunteers, vendors, and cross-functional partners to ensure consistent service delivery.
• Skilled at identifying guest or operational issues, responding calmly, and escalating matters appropriately to maintain a premium guest experience.
• Ability to maintain accurate, up-to-date itineraries, guest preferences, and service records using centralized tracking tools (e.g., Monday.com or similar platforms).
• Ability to track program materials and coordinate purchasing and replenishment needs.
• Strong written and verbal communication skills for engaging donors, families, and VIP guests, and for producing clear updates and reports for leadership.
• Ability to work effectively and communicate accurately across internal teams, including operations, transportation, protocol, ticketing, and hospitality leadership.
• Ability to follow, document, and support operational processes, guidelines, and service standards.