Head Concierge

FULL-TIME Position:
Head Concierge Department:
Guest Services

Location:

New York, NY

Employment Type:

Full-Time, Management Direct Reports:
Three Concierge Professionals

Reports to:

Four Hundred / Hotel General Manager

IN-PERSON

Four Hundred is a private, membership-based community of innovators, visionaries, and industry leaders. Since our founding in 2007, we have earned a reputation as one of the most respected names in luxury travel and hospitality, known for our meticulous attention to detail and results-driven approach. With a carefully cultivated network spanning over 140 countries and across diverse industries, we seamlessly blend global reach with a national presence and local expertise.

Whether it’s navigating complex challenges or creating extraordinary experiences, our commitment to excellence ensures we deliver unparalleled value to our members.

We are seeking an experienced, well-connected Head Concierge to lead the concierge operation at a new luxury hotel in New York City.

The Head Concierge will be responsible for establishing and maintaining exceptional standards of personalized guest service while managing a team of three concierge professionals. This is a hands‑on leadership position requiring extensive knowledge of New York City, strong relationships within the hospitality community, sound judgment, and the ability to anticipate and fulfill the needs of a discerning international clientele.

The successful candidate will combine the instincts of an accomplished luxury concierge with the organizational and leadership skills required to build a cohesive, highly effective department.

As a member of the hotel’s guest services leadership team, the Head Concierge will play an important role in establishing the property’s reputation for exceptional service from its opening.

• Oversee the daily operation of the concierge desk, maintaining consistent service standards across all shifts.
• Deliver highly personalized service to hotel guests, including VIPs, international travelers, corporate executives, and high-profile individuals.
• Anticipate guest preferences and requirements, arranging services and experiences that exceed expectations.
• Manage complex and time-sensitive requests involving restaurant reservations, entertainment, transportation, cultural experiences, private tours, shopping, and special occasions.
• Handle escalated guest requests, complaints, and service recovery with discretion, creativity, and sound judgment.
• Develop personalized itineraries and recommendations tailored to individual interests and preferences.
• Coordinate closely with Front Office, Guest Relations, Housekeeping, Food & Beverage, and hotel management to provide a consistent guest experience.
• Maintain strict confidentiality regarding guest identities, personal information, preferences, and activities.

• Directly manage, supervise, and mentor a team of three concierge professionals.
• Establish departmental standards, operating procedures, and service expectations consistent with the hotel’s luxury positioning.
• Develop weekly staff schedules to maintain appropriate coverage during peak periods, weekends, holidays, and special events.
• Conduct regular training sessions covering service standards, destination knowledge, guest communication, and problem-solving.
• Monitor individual and team performance, providing constructive feedback and professional development opportunities.
• Promote a collaborative working environment built on accountability, professionalism, mutual respect, and a shared commitment to guest satisfaction.
• Lead by example, remaining actively involved in guest requests and concierge desk…