Chief Concierge

Huntington San Francisco•San Francisco, CA

27d

About The Position

The Chief Concierge is responsible for leading a team dedicated to delivering highly personalized anticipatory service that exceeds guest expectations at every touchpoint. They curate bespoke experiences, maintain elite local partnerships, and serve as the hotel's ambassador, ensuring each guest enjoys a seamless, memorable, and uniquely tailored stay.

Requirements

High School diploma or equivalent and/or at least four (4) years of progressive experience in a luxury hotel or a related field required.
Must have a valid driver's license for the applicable state.
Must have extensive knowledge of the area and be able to give directions clearly.
Flexible and long hours sometimes required.
Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
Ability to stand during entire shift.
Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to cross-train in other hotel related areas.
Must be able to maintain confidentiality of information.
Must be able to show initiative, including anticipating guest or operational needs.
Perform other duties as requested by management.

Responsibilities

Anticipate guest needs and design bespoke itineraries, securing access to exclusive restaurants, private tours, cultural events, and one-of-a-kind local experiences.
Conduct training sessions on local knowledge, service standards, hotel operations and best practices.
Prepare and distribute daily briefings to the hotel team regarding daily arrivals, special events, and VIP guests.
Handle special requests and unique situations with professionalism and efficiency.
Cultivate and sustain privileged relationships with high-end service providers, private drivers, art galleries, luxury retailers, and entertainment venues, to provide guests with preferred access and treatment.
Maintain and up-to-date database of events, dining venues, and service contacts; ensure accurate guest information tracking through the property management system for future stays.
Coordinate closely with operations departments to ensure seamless, discreet, and customized experiences for high-profile and repeat guests.
Partner with department leaders to elevate guest engagement, promote signature experiences, and support revenue-generating opportunities though personalized recommendations.
Resolve challenges with grace, discretion, and empathy.
Maintain and communicate accurate, up-to-date information on all hotel venues.
Provide detailed maps, directions, and curated local insights with precision and personalization, tailoring guidance to each guest's preferences and itineary.
Demonstrate full command of the hotel's emergency procedures and ensure the hotel team is trained to respond promptly, calmly, and effectively in any situation.
Personally extend warm, personalized welcome calls or notes to VIP and special-status guests.