Assistant Chief Concierge

The Assistant Chief Concierge serves as an ambassador of The Hay-Adams and is responsible for curating exceptional, personalized, and memorable experiences for every guest. The role establishes the highest standards of luxury hospitality while ensuring flawless execution of Forbes Travel Guide Five Star and Leading Quality Assurance standards. The position requires a hospitality professional with extensive destination knowledge, leadership skills, and a passion for service excellence, anticipating guest needs and fostering meaningful guest relationships.

Responsibilities

Anticipate guest requests, preferences and needs through proactive communication across departments; Proactively deliver unexpected service, creating moments of delight; Create customized and one-of-a-kind guest experiences, itineraries, reservations, and exclusive access opportunities; Ensure all guest interactions reflect the standards of Forbes Travel Guide Five Star and Leading Quality Assurance; Oversee Concierge to ensure daily tasks are completed, such as pre-arrival contact, car service inspections, and bookings made per Forbes standards; Maintain a highly visible presence in the lobby and public areas to engage guests and oversee service execution; Lead, inspire, and develop the Bell and Door teams through coaching, mentorship, and performance management; Oversee all daily operations of Bell Services and Door Services, including directing the bell person to deliver guest amenities, guest luggage coordination, and guest room orientation; Monitor guest feedback, service recovery opportunities, and quality trends to identify areas for improvement; Represent The Hay-Adams within the Washington hospitality community and cultivate strategic partnerships; Identify new opportunities to expand destination offerings and exclusive guest benefits; Coordinate with the Doorman for house car inspections, scheduled car services, and inspection of car services; Perform any other reasonable duties as required and directed

Requirements

Minimum of 3 years of luxury hospitality experience; Concierge experience required; Extensive knowledge of Washington, D.C. including fine dining, entertainment, cultural institutions, luxury retail, transportation, diplomatic events, and local attractions; Exceptional interpersonal, communication, organizational, and leadership skills; Ability to maintain composure and professionalism while managing multiple priorities in a fast-paced luxury environment; Exceptional verbal and written communication skills in English; Ability to stand and walk for extended periods throughout the workday; Ability to work in a dynamic hospitality environment while maintaining a professional appearance and demeanor; Ability to use computer systems and mobile technology for extended periods as required

Nice to have

Active membership in Les Clefs d'Or (strongly preferred and highly desirable)

Benefits

Access to or eligibility for healthcare benefits; 401(k) plan; Short-term and long-term disability coverage; Basic life insurance; Bonus plans