Executive Lounge Supervisor

Grand Bohemian Charlotte•Charlotte, NC

2d•Onsite

About The Position

Kessler Hospitality is hiring for a role at The Grand Bohemian Charlotte, Autograph Collection, an AAA Four Diamond boutique hotel in Uptown Charlotte. The hotel offers guest rooms, Mico Restaurant, Búho Bar, an art gallery, social spaces, and flexible event venues. The posting’s overview describes the Chief Concierge as leading a team that delivers highly personalized, anticipatory guest service. The role curates bespoke experiences, maintains local partnerships, and acts as a hotel ambassador to support seamless, memorable, tailored guest stays. Responsibilities include arranging local experiences, training team members, briefing hotel staff, handling special requests, maintaining local contacts and guest information, coordinating with hotel departments, resolving guest concerns, and providing personalized guidance and welcomes to VIP guests. The position requires a high school diploma or equivalent and/or at least four years of progressive experience in a luxury hotel or related field, as well as a valid driver’s license for the applicable state. The role requires extensive local knowledge, effective communication and problem-solving skills, flexibility to work long hours sometimes, and the ability to stand throughout the shift and handle the stated lifting and carrying demands.

Requirements

High school diploma or equivalent and/or at least four years of progressive experience in a luxury hotel or related field.
Valid driver's license for the applicable state.
Extensive knowledge of the local area and ability to give directions clearly.
Ability to maintain a warm and friendly demeanor and communicate effectively, verbally and in writing, with employees and guests.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to handle problems by anticipating, preventing, identifying, and solving them.
Ability to understand and apply complex information and data from various sources.
Ability to maintain confidentiality and show initiative in anticipating guest or operational needs.
Ability to stand throughout the entire shift.
Ability to exert up to 20 pounds of force occasionally and/or up to 10 pounds frequently or constantly to move objects.
Flexible and long hours are sometimes required.

Responsibilities

Anticipate guest needs and create bespoke itineraries, securing access to restaurants, private tours, cultural events, and local experiences.
Conduct training on local knowledge, service standards, hotel operations, and best practices.
Prepare and distribute daily briefings about arrivals, special events, and VIP guests.
Handle special requests and unique situations professionally and efficiently.
Build and maintain relationships with local service providers, private drivers, art galleries, luxury retailers, and entertainment venues.
Maintain an up-to-date database of events, dining venues, and service contacts, and accurately track guest information in the property management system.
Coordinate with operations departments to provide seamless, discreet, customized experiences for high-profile and repeat guests.
Partner with department leaders to improve guest engagement, promote signature experiences, and support revenue-generating opportunities through personalized recommendations.
Resolve challenges with grace, discretion, and empathy.
Maintain and communicate accurate, up-to-date information about hotel venues.
Provide maps, directions, and tailored local insights based on guest preferences and itineraries.
Know the hotel's emergency procedures and ensure the team is trained to respond effectively.
Provide personalized welcome calls or notes to VIP and special-status guests.
Maintain regular attendance and attend required hotel meetings and training.
Maintain professional appearance and grooming, including wearing the proper uniform and nametag.
Comply with hotel standards and regulations, support safe and efficient operations, identify problem areas, and assist with solutions.
Cross-train in other hotel-related areas and perform other duties as requested by management.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program
Educational opportunities and tuition reimbursement
Paid jury duty, personal, medical, and military leave in accordance with applicable law