Concierge Supervisor - Aman New York

Aman•New York, NY

8d•Onsite

About The Position

The Concierge Supervisor is a hands-on leader who works the desk while supporting the Chef Concierge and Assistant Chef Concierge in the daily management of the Concierge department. Reporting directly to both, this role helps oversee the concierge team, strengthens departmental procedures and standards, and serves as the senior point of contact on shift, in addition to acting as a liaison between guests and other departments to deliver a seamless Aman New York Experience.

Requirements

Minimum of three years of concierge experience in a luxury hotel, including at least one year in a lead, trainer, or supervisory capacity (preferred).
Member of the New York City Association of Hotel Concierges.
Member of Les Clefs d'Or USA (preferred).
Demonstrated ability to train, delegate, and uphold service standards across a team.
Excellent written communication skills, with experience creating procedures, training materials, or SOPs.
In-depth knowledge of New York City dining, culture, attractions, and transportation, with an established vendor network.
Proficiency with scheduling tools and hotel systems; Alice, Opera, Birchstreet, OnTrack, HotSos
Strong problem-solving abilities, sound judgment, and a proactive approach to guest service.
Ability to work flexible hours, including evenings, weekends, and holidays.
Must be able to stand for extended periods during daily operations.

Nice To Haves

At least one year in a lead, trainer, or supervisory capacity.
Member of Les Clefs d'Or USA.

Responsibilities

Assist the Chef Concierge and Assistant Chef Concierge in overseeing the daily operations of the Concierge team.
Lead pre-shift briefings covering VIP arrivals, special occasions, and outstanding requests.
Maintain and update vendor contacts, booking windows, and partner information for team use.
Assist guests with requests including restaurant reservations, theater tickets, and limousine arrangements.
Maintain the highest quality Guest Profile database, ensuring preferences are captured and shared with the team.
Build and maintain strong relationships with restaurants, venues, transportation providers, and private experience partners.
Coordinate with Front Office, Guest Experience, Spa, Food and Beverage, and Security to deliver seamless service.
Support high guest retention through personalized, proactive service. Follow up and follow through.
Respond to guest and leadership feedback related to Guest Satisfaction, leading service recovery and driving improvements.
Perform other reasonable duties as assigned by the Management Team, Chef Concierge, and Assistant Chef Concierge.