Lead Concierge

SOUTHALL FARM & INN • Franklin, TN

7d • Onsite

About The Position

The Lead Concierge will be a driving force for delivering five-star service to Southall guests throughout their stay in Middle Tennessee while serving as a senior operational resource for the Front Office team. Areas of knowledge and experience should include guest registration, detailed property offerings, local area offerings, VIP recognition and preparation, and a high-level understanding of Front Office operations and Southall service standards.

Requirements

• 2+ years of Concierge, Guest Services, or Front Office experience in a luxury hotel/resort setting preferred, with demonstrated readiness to serve as a senior team resource
• Luxury Resort experience, demonstrating progressive career growth and a pattern of exceptional performance
• Strong working knowledge of luxury Front Office operations, VIP preparation, guest registration, departures, service recovery, and five-star service standards
• Ability to deal with guest and team member concerns in a friendly and positive manner
• Ability to read, write, and speak English sufficiently to understand and communicate with guests and team members; must have excellent telephone etiquette skills
• Considerable knowledge of five-star elements and service gestures, as well as detailed Spa, Dining, and Wellness trends
• Basic mathematical and computer skills
• Available to work weekends, evenings and/or holidays
• Must be able to walk, stand for prolonged periods as needed
• Bachelor’s Degree or higher-level education preferred, or four years related experience and/or training; or equivalent combination of education and experience

Responsibilities

• Audit daily VIP and priority guest lists for accuracy and completeness, ensuring preferences, special occasions, amenities, arrival details, and recognition opportunities are properly documented and communicated to the appropriate teams
• Serve as the Front Office leadership contact when a manager or other Front Office leader is not present, providing operational direction, supporting team members, and escalating significant guest or operational concerns as appropriate
• Demonstrate a high-level understanding of arrival and departure processes and confidently support check-ins and checkouts in accordance with Southall standards, including guest recognition, room assignment, payment and authorization, service recovery, and a polished arrival and farewell experience
• Act as a resource and role model for Concierge and Guest Services team members, reinforcing Southall service standards and helping maintain consistency in guest communication, personalization, and execution
• Proactively identify VIP needs, service opportunities, and potential guest-impacting issues, partnering with Front Office leadership and other departments to ensure thoughtful resolution and seamless follow-through
• Assure that desk collateral and information for restaurants, museums, attractions, maps, and other local attractions are updated and current
• Knows what activities are available in the city (theatre, sports, concerts, shows, special exhibits, sightseeing) and establishes close contacts with vendors in these areas in order to provide information, ticketing, and reservations for guests
• Stores and retrieves guest luggage and packages
• Utilizes a variety of software programs to accurately input special arrangements the guest has made and to assure proper billing
• Work harmoniously and professionally with co-workers and supervisors
• Greet customers immediately with a friendly and sincere welcome
• Complete the registration process effectively; accurately confirming dates, selecting appropriate rooms, procuring payment and offering welcome materials including keys
• Administer the guest amenities processes, ensuring each guest has a personalized and elevated experience
• Provide unique opportunities for guests to explore Southall and Middle Tennessee, with enhanced access to property and exclusive offerings at local attractions
• Utilize a variety of resources and software programs to meet guest needs, including but not limited to processing mail, handling packages, storing and retrieving luggage, etc.
• Generally assist the Rooms Division in managing Inn operation

Benefits

• Competitive compensation package
• Medical, dental, vision, short and long-term disability, company-provided life insurance
• Generous paid time off accruals
• 9 paid holidays annually
• Weekly pay
• 401k and company match
• Education reimbursement
• Best-in-class Employee Assistance Program
• Free weekly outdoor activities and wellness classes
• 30% internal discounts
• Fresh and free daily meal
• Bountiful internal growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level