Lead Concierge

Key Responsibilities

• Greet guests warmly and provide personalized, anticipatory service, offering tailored recommendations for dining, transportation, activities, and local attractions.
• Serve as the primary point of escalation for complex, sensitive, or high-profile guest requests, ensuring thoughtful service recovery and exceptional satisfaction.
• Oversee pre-arrival planning for VIP, repeat, and special-occasion guests, ensuring every detail is flawlessly executed.
• Lead the concierge team, providing daily leadership, coaching, and support to ensure consistent delivery of luxury-level service.
• Train, mentor, and onboard new team members, fostering a culture of professionalism, collaboration, and proactive guest engagement.
• Delegate tasks, manage workflow, and uphold service standards to ensure operational efficiency and timely guest responses.
• Maintain and refine concierge procedures, resources, and service standards to enhance efficiency and elevate the guest journey.
• Manage guest inquiries across multiple communication channels (phone, email, in-person), ensuring accuracy, timeliness, and brand-aligned communication.
• Track guest preferences, service trends, and feedback to support continuous improvement and strategic planning.
• Maintain vendor relationships and curate updated local partnerships to secure exclusive access and experiences for guests.
• Cross-departmental collaboration with the Front Office, Housekeeping, F&B, Spa, and Sales teams to ensure seamless coordination of guest itineraries, special events, and VIP stays.
• Participate in leadership meetings, providing insights on guest trends, service opportunities, and operational enhancements.
• Stay informed on local happenings, seasonal events, and emerging experiences and distribute monthly updates or newsletters to ensure the team is equipped with current, relevant guest-facing information.

Qualifications

• Prior concierge or luxury guest services experience required.
• Familiarity with Napa Valley's food, wine, and cultural scene strongly preferred.
• Excellent verbal and written communication skills.
• Strong organizational skills and ability to manage multiple guest needs at once.
• Positive, guest-first mindset and ability to remain calm under pressure.
• Flexible availability, including weekends, evenings, and holidays.
• Knowledge of hotel systems (Opera or similar) a plus.
• Able to work independently and as part of a collaborative team.