Concierge Director

Description

The United States Olympic & Paralympic Committee (USOPC) is a nonprofit organization that relies on philanthropic support from donors and sponsors to fund its Olympic and Paralympic programs. The USOPC has established the U.S. Olympic & Paralympic Foundation (USOPF) to manage fundraising efforts and invests significant resources in its Development division.

Responsibilities

• Design, implement, and oversee a comprehensive Games Hospitality concierge program that delivers personalized, high-touch service to VIP donor guests, families, dignitaries, and other high-profile stakeholders throughout the Games.
• Develop and maintain concierge service standards, operating procedures, staffing plans, guest communication protocols, and escalation processes to ensure consistent, premium service delivery across all program touchpoints.
• Recruit, train, schedule, supervise, and coach concierge team members, establishing clear expectations and supporting staff performance in a fast-paced, high-visibility environment.
• Lead day-to-day concierge operations during the Games, including guest check-ins, itinerary support, service requests, issue resolution, transportation coordination, event access support, and real-time guest experience troubleshooting.
• Create, manage, and continuously update detailed guest profiles, preferences, itineraries, and service request tracking tools to ensure accurate, timely, and individualized support for each guest.
• Collaborate cross-functionally with Development, hospitality operations, transportation, protocol, ticketing, venue operations, security, and other internal and external partners to coordinate seamless guest journeys.
• Serve as a primary point of contact for concierge-related guest needs, responding with professionalism, discretion, cultural awareness, and a solutions-oriented approach.
• Anticipate guest needs and proactively identify service enhancements, operational risks, and opportunities to improve the donor hospitality experience.
• Manage concierge program materials, supplies, communication resources, and other operational assets, including inventory tracking, purchasing coordination, and replenishment as needed.
• Prepare operational updates, status reports, guest service summaries, and post-event insights 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.

Qualifications

• 10+ years of experience in hospitality, guest services, donor relations, or large-scale event operations, with at least 5 years in a supervisory or team-lead role.
• Demonstrated experience supporting VIPs, donors, dignitaries, or high-profile individuals in complex, fast-paced environments.
• Experience working within multi-venue, multi-day events such as sporting events, festivals, conferences, or international games.
• Proven ability to recruit, train, motivate, and manage concierge or guest-services teams in fast-paced, high-stakes environments.
• Skilled in setting expectations, monitoring performance, and coaching staff to deliver exceptional service.
• Adept at resolving guest or team issues with professionalism, discretion, and calm decision-making.
• Demonstrated ability to provide personalized, culturally aware, VIP-level service to donors, dignitaries, and high-profile guests.
• Expertise in crafting detailed itineraries, guest flows, and customized experiences for individuals and groups.
• Strong capability to anticipate needs, resolve issues quickly, and maintain a premium guest experience.
• Experience building, documenting, and maintaining operational processes, guidelines, and service standards.
• Experience coordinating logistics, staffing, and real-time operations across multiple venues or program areas.
• Skilled in managing purchasing, tracking, and replenishment of program materials.
• Strong written and verbal communication skills for engaging donors, families, and VIP guests with clarity and professionalism.
• Ability to work effectively with internal teams including operations, transportation, protocol, and hospitality leadership.
• Skilled at maintaining accurate, timely communication across teams and systems.
• Experience managing guest registrations, payments, invoicing, and data accuracy across multiple platforms.
• Proficiency in setting up and maintaining centralized tracking tools for itineraries, preferences, and service requests.
• Ability to produce clear reports, updates, and operational summaries for leadership and stakeholders.
• Familiarity with project management and tracking tools (e.g., Monday.com).
• Strong ability to manage guest data, track logistics, and produce clear operational reports.

Bonus

• This position is eligible for the Annual Incentive Award Program, which has a 20% target.

Benefits

• This position is eligible for USOPC benefits.

Hiring Pay Range

$118.00 - $125.00 per hour.

Work Schedule

This Part-Time, Non-Exempt position is intended to work 20 hours per week.

Application Instructions

This job posting will close 12:00pm MT on 8/14/2026.