Head Hotel Concierge

About the role

As Head Concierge at The Hermitage Hotel, you curate personalized, luxury guest experiences, coordinating bespoke itineraries, VIP access, and flawless service that embodies the hotel’s historic elegance and world-class standards.

Responsibilities

• Guest Experience & VIP Service
  • Deliver personalized, high-touch service through bespoke itineraries and VIP coordination.
  • Anticipate guest needs and execute last-minute or complex requests with discretion.
  • Build lasting relationships with VIP and returning guests.
• Local Expertise & Exclusive Access
  • Leverage connections across Nashville’s cultural, culinary, and entertainment scenes.
  • Secure hard-to-access experiences and provide insider recommendations.
  • Stay current on local trends to elevate guest offerings.
• Leadership & Operational Excellence
  • Lead and mentor the concierge team to ensure consistent 5-Star service.
  • Collaborate with all departments to coordinate seamless guest experiences.
  • Maintain comprehensive guest profiles and service records for continuity.
• Brand Stewardship & Strategic Support
  • Represent The Hermitage Hotel’s heritage and Southern hospitality.
  • Curate culturally rich, brand-aligned guest experiences.
  • Contribute insights on trends, service innovation, and partnership opportunities.

Requirements

• Required Experience
  • Minimum 5 years in concierge, guest relations, or luxury hospitality leadership, ideally at a Forbes 5-Star property or equivalent.
  • Fluency in English (spoken and written); additional languages such as Spanish, French, Arabic, or Mandarin highly preferred.
  • Proficiency with PMS, CRM, and digital concierge platforms (e.g., Opera, Alice, SevenRooms, or similar).
  • Comprehensive knowledge of local and regional culture, culinary offerings, entertainment, and bespoke service providers.
  • Flexibility to work evenings, weekends, holidays, and accommodate peak occupancy or high-profile events.
  • Must be 21 years or older and able to pass background screening.
• Core Competencies
  • Interpersonal Awareness – Skillfully read guests’ moods, preferences, and expectations to provide tailored experiences.
  • Anticipatory Service – Proactively offer solutions, upgrades, or alternatives before needs are articulated.
  • Discretion & Integrity – Maintain strict confidentiality for all guest interactions and VIP arrangements.
  • Attention to Detail – Triple-confirm every aspect of service, from transport to amenities, ensuring flawless delivery.
  • Leadership & Cross-Team Collaboration – Inspire and coordinate teams across departments to uphold consistency and brand excellence.
• Preferred Extras
  • Membership in Les Clefs d’Or or active participation in professional concierge networks.
  • Experience serving international clientele and high-net-worth individuals.
  • Background in heritage properties, private member clubs, or culturally significant luxury hotels.
  • Deep passion for and knowledge of local history, art, architecture, or gastronomy.
  • Proven success managing complex or multi-day guest itineraries involving private travel, large parties, or high-profile events.

Benefits

• Health & Wellness
  • Affordable health, dental, and vision insurance, with options to extend coverage to spouses, children, or domestic partners.
• Financial Security
  • Company-provided life insurance and a 401(k) plan with a 3% annual match.
• Work-Life Balance
  • Paid time off starting at 15 days per year after initial 90-day probationary period, increasing with tenure up to 30 days per year.
• Employee Support
  • Access to mental and behavioral health services, telehealth consultations, and an employee assistance program.
• Additional Perks
  • Complimentary meals in the employee cafeteria, subsidized on-site parking, and generous discounts at our retail and restaurant outlets.
• Professional Development
  • Ongoing education support, including industry training.
• Exclusive Rates
  • Special hotel rates for employees and discounted rates for friends and family.

Schedule

• Must be available for weekends/holidays.
• Morning/day/night shifts; shift length 8+ hours.
• Full-time range up to 40+ hours per week.
• In-person role.

Pay

• Starting salary based upon experience.
• Paid biweekly.