Senior Hospitality Concierge - Client Experience

Baird•Milwaukee, WI

3d•Onsite

About The Position

As a Senior Hospitality Concierge, you will serve as a primary ambassador of the Baird brand within the 29th Floor Conference Center in Milwaukee. You will create personalized experiences for clients, recruits, executive leaders, guests and associates by preparing thoughtfully for each visit, understanding individual needs and connecting guests with Baird’s culture, values, mission and business. Through anticipatory service, sound judgment and strong knowledge of the firm, you will help strengthen relationships and demonstrate the value of the Baird experience. As a senior member of the Hospitality team, you will also provide informal leadership through coaching, mentoring, onboarding, training, knowledge sharing and quality assurance.

Requirements

A bachelor’s degree is preferred. An equivalent combination of education and relevant experience will also be considered
At least 10 years of professional experience in a customer-facing, corporate hospitality, executive services, conference center or related environment. Fifteen to 20 years of experience is preferred
Exceptional client service, relationship-building, active listening and professional communication skills
Strong guest research, preparation, organization, information-sharing and cross-functional coordination capabilities
The ability to anticipate needs, recognize verbal and nonverbal cues and connect guest interests and objectives with Baird’s people, culture, values and business
Strong situational awareness, attention to detail and the ability to manage multiple priorities with limited supervision
Sound judgment and composure when navigating stressful, sensitive or high-profile situations
The ability to navigate difficult conversations, influence peers and provide constructive feedback without formal authority
Experience coaching, mentoring, onboarding or training colleagues.
A commitment to confidentiality, discretion and consistently representing the Baird brand
The ability to maintain an active presence and move throughout the conference center, including standing for extended periods
Availability to work in the Milwaukee office five days per week, with schedule flexibility to support executive meetings, client engagements and special events
Ability to travel approximately 10%

Responsibilities

Serve as a key connection point among Baird, its associates and visitors, creating meaningful experiences that strengthen relationships with the firm
Research upcoming guests, organizations, meeting participants and visit objectives to understand relevant backgrounds, interests, preferences and potential service needs
Use guest insights to personalize welcomes and interactions while identifying opportunities to connect visitors with Baird associates, capabilities, culture, values and mission
Build and maintain strong knowledge of Baird’s businesses, objectives, culture, values and firmwide initiatives to serve as a knowledgeable and credible brand ambassador
Help associates strengthen client and guest relationships by creating experiences that demonstrate shared values and deepen connections to the firm
Anticipate guest and meeting host needs by listening carefully, monitoring the environment and proactively addressing service opportunities or concerns
Respond to changing needs with professionalism, discretion, composure and sound judgment
Create memorable experiences through personalized hospitality, attention to detail, seamless execution and proactive service during meetings, events and other conference center interactions
Maintain an active presence throughout the conference center and monitor readiness, guest engagement and service delivery
Coordinate with Meeting Specialists, Catering, Audio Visual teams and other conference center partners to provide consistent, informed and personalized service
Address real-time service issues and lead service recovery efforts, resolving concerns before they negatively affect the guest experience whenever possible
Conduct quality assurance observations, reinforce established standards and provide timely feedback related to service, readiness and brand representation
Identify recurring service gaps and guest trends, partnering with Hospitality leadership to recommend practical improvements
Mentor, coach, onboard and train Hospitality team members and newer associates through day-to-day guidance and knowledge sharing
Serve as a communication bridge between front-line operations and leadership by sharing guest insights, service observations, emerging trends and recommended actions
Influence service quality and accountability through expertise, credibility, positive leadership and real-time feedback without formal supervisory authority
Model Baird’s expectations for professionalism, communication, client service, discretion and brand representation in every interaction