Concierge Senior Specialist

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures-and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

What You'll Do

As the Concierge Senior Specialist at BCG's Chicago office, you'll lead from the front lines, serving as a core embodiment of our culture and values. In this highly visible role, you'll be integral in creating a sophisticated, welcoming, and seamless office experience. You'll take ownership of complex visitor logistics, high-level meetings, and day-to-day operations, ensuring an impeccable standard of service at every touchpoint.

Reporting directly to the Office Experience Senior Manager, you'll also mentor junior team members and spearhead initiatives that continually elevate our office environment.

Key responsibilities include:

* Serving as a polished, professional first impression, managing interactions with high-profile clients, guests, and internal staff to deliver exceptional, personalized experiences from arrival through departure

* Overseeing front desk operations and proactively managing the concierge inbox, ensuring timely, detailed responses and resolution of complex or escalated requests

* Coordinating intricate visitor logistics, including security protocols, VIP guest experiences, and seamless integration with administrative and security systems

* Leading logistics and coordination for senior-level meetings and office-wide events, including complex catering arrangements, AV setups, room configurations, and custom requests

* Proactively maintaining the highest standards of cleanliness, aesthetics, and readiness of conference rooms, collaborative spaces, and high-visibility client areas, anticipating issues, and ensuring resolution in advance

* Serving as the primary liaison with Facilities, IT, building staff and external vendors to troubleshoot and resolve complex operational issues, technology challenges, or guest needs swiftly

* Mentoring junior concierge team members, providing coaching and guidance to uphold BCG's standards and fostering a culture of exceptional service and continuous improvement

* Collaborating on strategic projects with the broader Office Experience team, aimed at enhancing guest services, office functionality, and overall staff engagement

* Providing strategic backup support and expertise across other Office Experience functions as required, especially during peak periods or absences

You're Good At

* Creating an exceptional hospitality experience, demonstrating confidence, sophistication, and grace under pressure

* Managing multiple complex priorities simultaneously, anticipating needs, and responding proactively to shifting requirements with poise and adaptability

* Communicating clearly, confidently, and diplomatically at all organizational levels, including senior leadership, external clients, and vendors

* Demonstrating exceptional judgment, initiative, and problem-solving skills, effectively navigating unexpected situations and sensitive matters

* Collaborating seamlessly across functions, including Facilities, IT, and Admin Services, fostering trusted partnerships to ensure a consistently smooth operational experience

* Mentoring and coaching junior team members, sharing expertise and best practices to support their professional growth and ensure consistency of service

* Handling confidential information and sensitive interactions with discretion, integrity, and professional maturity

* Leveraging technology tools and systems (e.g., digital signage, visitor management, Microsoft Office Suite) effectively and quickly mastering new systems with curiosity and ease

* Exemplifying a proactive, service-oriented mindset, continuously seeking opportunities to elevate the guest experience and operational excellence

* Representing BCG's culture and values consistently, maintaining a polished and professional presence in all interactions

What You'll Bring

* Bachelor's degree strongly preferred

* 4-6 years of experience in hospitality, concierge services, administrative support, or client-facing roles, ideally within professional services or high-touch environments

* Demonstrated experience managing high-level logistics and providing polished, personalized guest service

* Proven ability to lead…