Lead Concierge

Position Summary

The Lead Concierge oversees all concierge operations and serves as the primary resource, trainer, and leader for the concierge team. This role is responsible for ensuring exceptional guest experiences, maintaining operational excellence, developing vendor partnerships, supporting team development, and acting as a liaison between guests, departments, and external partners. The Lead Concierge is responsible for managing complex guest situations, overseeing VIP experiences, and continuously improving concierge services, systems, and procedures.

Key Responsibilities

Concierge Operations & Leadership

• Oversee daily concierge operations and ensure consistent service standards.
• Serve as the primary point of contact for concierge team members regarding questions, escalations, and operational guidance.
• Create team schedules and coordinate staffing needs.
• Maintain a positive, collaborative, and guest-focused team culture.
• Provide coaching, training, performance feedback, and ongoing development for concierge staff.
• Mediate team concerns and assist with conflict resolution when necessary.
• Organize and distribute shared gratuities in accordance with established procedures.

Guest Experience & VIP Services

• Personally manage and coordinate services for VIP, penthouse, and high-profile guests.
• Handle guest escalations, service recovery efforts, and complex problem-solving situations.
• Coordinate special requests, celebrations, amenities, room decorations, proposals, engagements, and other personalized experiences.
• Serve as the primary point of contact for guests requiring elevated service or attention.
• Ensure timely and proactive communication with guests before and during their stay.

Vendor Relations & Partnership Development

• Develop, maintain, and strengthen relationships with local vendors, activity providers, transportation companies, restaurants, and service partners.
• Negotiate and coordinate guest services with vendors while ensuring high service standards.
• Pursue new partnerships that enhance the guest experience.
• Coordinate vendor trainings and educational sessions for concierge staff.
• Manage commission reporting and vendor-related administrative requirements.

Training & Team Development

• Lead onboarding and training for all new concierge team members.
• Create and maintain training materials, SOPs, operational guides, and departmental resources.
• Conduct property, destination, and vendor orientation tours.
• Ensure team proficiency with concierge technology platforms, booking systems, and operational procedures.
• Monitor service quality and provide corrective coaching when necessary.

Departmental Communication & Collaboration

• Act as the liaison between Concierge and other hotel departments, including Front Office, Reservations, Sales, Food & Beverage, Marketing, and Guest Services.
• Attend interdepartmental meetings and communicate relevant updates to the concierge team.
• Advocate for concierge operations and identify opportunities for service improvements across departments.
• Ensure seamless communication regarding guest needs, operational changes, and special events.

Administrative & Systems Management

• Maintain concierge systems, databases, guest profiles, vendor information, and destination resources.
• Oversee concierge communication channels, including email inbox management, voicemail updates, guest messaging, and seasonal communications.
• Create, update, and manage operational forms, guides, marketing materials, and guest-facing documents.
• Maintain accurate records, internal notes, and guest preferences.
• Manage seasonal updates to concierge technology platforms and resource libraries.

Destination Expertise & Resource Management

• Maintain current knowledge of local dining, activities, events, transportation, and seasonal offerings.
• Coordinate site visits and educational experiences for concierge staff.
• Ensure concierge resources, brochures, maps, business cards, and guest materials remain current and fully stocked.
• Create and distribute destination guides, dining recommendations, activity information, and seasonal updates.

Special Projects & Seasonal Planning

• Coordinate seasonal guest communications and promotional initiatives.
• Assist with planning and promotion of holiday programming, special events, and resort-wide initiatives.
• Collaborate with marketing teams to ensure destination and concierge information remains accurate across guest-facing platforms.
• Continuously identify opportunities to improve efficiency, technology utilization, and the overall guest experience.

Location: Viceroy Hotel Snowmass Village CO

Start Date: June 15th 2026

Employment Status: Full Time, Year Round

Pay Rate:  $30-$32  Hourly depending on Experience

Schedule: Require Flexibility

Fill by July 31st 2026

Open until Filled

Additional Expectations

• Maintain availability for urgent operational matters and guest service escalations when appropriate.
• Demonstrate exceptional professionalism, discretion, adaptability, and problem-solving abilities.
• Serve as a trusted resource for guests, team members, hotel leadership, and external partners.
• Uphold the highest standards of luxury hospitality and personalized guest service.

Apply at jobs.eastwest.com