Head Hotel Concierge

Job Type

Full-time

Shift and schedule

• 8 hour shift
• Weekends as needed
• Evenings as needed

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• 401(k) 3% Match

Position Summary

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.

Key Responsibilities

• 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.
• 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.
• 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.
• 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.

Qualifications & Requirements

• 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

• Morning/Day/Night Shifts
• Shift Length 8(+) Hours
• Full Time range up to 40(+) Hours per week
• Location: In Person

Compensation

Starting salary at based upon experience
Paid Biweekly

Why This Role Shines at The Hermitage Hotel

The Chief Concierge is the heart of personalized, world-class service. You combine Southern hospitality with executive-level discretion, guiding guests through extraordinary experiences and VIP access while mentoring a team to uphold our century-long tradition of excellence. Every detail you orchestrate turns a guest stay into an unforgettable memory, reinforcing The Hermitage Hotel’s place as a living landmark of luxury and culture.

Notice

It is the policy of The Hermitage Hotel to employ the most qualified individuals. Promotion from within will be given priority whenever possible thus providing for growth, advancement, and increased responsibility for employees. All candidates are required to pass a pre-employment drug screen and criminal background check prior to beginning employment.

Equal Opportunity Employer

The Hermitage Hotel is an equal opportunity employer and does not discriminate against associates or job applicants on the basis of race, religion, color, sex, age, national origin, disability, veteran status, or any other condition protected by applicable state and federal laws, except where a bona fide occupational qualification applies.