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Executive Concierge

2 months ago

Williamsburg, Virginia, United States Colonial Williamsburg Company Full time

**Job Summary**

**About Colonial Williamsburg Company**

We are seeking a highly skilled and experienced Executive Concierge to lead our concierge team at the Williamsburg Inn and the Williamsburg Lodge. As a key member of our hospitality team, you will be responsible for providing exceptional guest experiences and ensuring that our guests have a memorable and personalized stay with us.

**Key Responsibilities**

  • Lead the concierge team to deliver exceptional guest service and exceed guest expectations
  • Assist the Director of Call Center and Guest Services with daily operations, including scheduling, training, and employee relations
  • Develop and maintain strong relationships with guests, business partners, and local community
  • Coach, lead, and motivate the concierge team to achieve sales goals and resolve customer concerns
  • Plan and coordinate department activities, including holiday events and special projects
  • Evaluate and implement ticketing software changes, develop manuals and procedures, and provide training to the team
  • Monitor concierge job performance and provide feedback to the Director of Call Center and Guest Services
  • Oversee the daily operations of the Concierge, ensuring that Forbes Standards are always adhered to
  • Assist with cross-departmental initiatives and serve as resort MOD when applicable
  • Ensure that guest and colleague concerns are resolved in a professional and timely manner
  • Promote team participation and engagement with the hotel's environmental initiatives
  • Work a range of shifts to meet changing business demands
  • Comply with all safety regulations and ensure a clean, safe working environment

**Requirements**

  • Minimum of 2 years experience in Concierge or Front Office, preferably gained within a 4 or 5-diamond hotel
  • Detailed knowledge of and interest in the Historic Area and general knowledge of other attractions
  • Demonstrated commitment to exemplary guest service
  • Proven ability to effectively lead, motivate, train, and develop a team
  • Highly motivated, organized, and goal-oriented
  • Excellent communication (written/verbal) and interpersonal skills
  • Professional presentation and demeanor, with the ability to thrive under pressure
  • Comprehensive knowledge of Front Office operations
  • Proficient in the use of relevant computer applications, e.g. Opera, Excel, Word