Director of Guest Relations - Concierge - Conrad New York Downtown

Referrals•New York, NY

9d•$79,000 - $85,000

About The Position

Join the Luxurious Conrad New York Downtown as Chef Concierge - Director of Guest Relations The Conrad New York Downtown an all-suite luxury hotel in the heart of Lower Manhattan, is seeking a Chef Concierge - Director of Guest Relations to lead the guest experience and elevate service excellence. In this pivotal role, you will be the face of the hotel's luxury hospitality, curating personalized experiences for our discerning guests while overseeing the Concierge team and guest relations operations. Your expertise will drive seamless service delivery, foster strong community partnerships, and ensure that every guest enjoys an unforgettable stay. What will I be doing? The Director of Guest Relations – Concierge at Conrad New York Downtown is responsible for delivering exceptional guest service, ensuring that every guest experience is personalized and memorable. This role requires a deep knowledge of the local area, luxury service standards, and a passion for hospitality. The Director of Guest Relations - Concierge greets customers, personalizes and customizes guest stays, and responds to inquiries with accurate information regarding hours of outlet operation, hotel services, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc. Makes arrangements for these services as needed by guests. Manages department budget, including approval of payroll. Trains, supervises, schedules and assists in evaluating staff Provide personalized service to guests, assisting with reservations, transportation, and local attractions. Anticipate guest needs and preferences, offering tailored recommendations. Supervise and mentor the concierge team, ensuring consistent service quality. Conduct training sessions on local knowledge, service standards, and best practices. Maintain an extensive knowledge of New York City’s dining, entertainment, and cultural offerings. Build and maintain relationships with local vendors, restaurants, and attractions for exclusive guest access. Address guest inquiries and resolve issues promptly and professionally. Handle special requests and unique situations with creativity and efficiency. Liaise with other departments to ensure seamless guest experiences. Prepare and communicate daily briefings for the concierge team regarding special events and VIP guests. Manage concierge desk operations, including scheduling and staffing Oversee the concierge budget, reporting on expenses and revenue generation.

Responsibilities

Greet customers, personalize and customize guest stays
Respond to inquiries with accurate information regarding hours of outlet operation, hotel services, directions to local attractions, or meeting rooms, car rentals and airline shuttle service, etc
Make arrangements for services as needed by guests
Manage department budget, including approval of payroll
Train, supervise, schedule and assist in evaluating staff
Provide personalized service to guests, assisting with reservations, transportation, and local attractions
Anticipate guest needs and preferences, offering tailored recommendations
Supervise and mentor the concierge team, ensuring consistent service quality
Conduct training sessions on local knowledge, service standards, and best practices
Maintain an extensive knowledge of New York City’s dining, entertainment, and cultural offerings
Build and maintain relationships with local vendors, restaurants, and attractions for exclusive guest access
Address guest inquiries and resolve issues promptly and professionally
Handle special requests and unique situations with creativity and efficiency
Liaise with other departments to ensure seamless guest experiences
Prepare and communicate daily briefings for the concierge team regarding special events and VIP guests
Manage concierge desk operations, including scheduling and staffing
Oversee the concierge budget, reporting on expenses and revenue generation

Benefits

Medical Insurance Coverage – for you and your family
Mental health resources including Employee Assistance Program
Best-in-Class Paid Time Off (PTO)
Go Hilton travel program: 100 nights of discounted travel
Parental leave to support new parents
401K plan and company match to help save for your retirement
Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
Debt-free education : Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including: college degrees and professional certifications
Career growth and development
Recognition and rewards programs