Assistant Chief Concierge

14 hours ago

Miami Beach, Florida, United States The Setai Full time

Position Summary

The Assistant Chief Concierge supports the Chief Concierge in delivering exceptional, personalized guest experiences in alignment with Forbes Travel Guide and Leading Hotels of the World standards. This role acts as a leader within the Concierge team, ensuring service excellence, operational consistency, and anticipatory guest care while serving as a hands-on luxury service professional and brand ambassador for the property.

Key Responsibilities

Guest Experience & Service Excellence

  • Deliver highly personalized, anticipatory service to all guests, with a focus on VIPs, repeat guests, and special occasions
  • Assist in curating bespoke guest experiences including dining, entertainment, cultural activities, transportation, and exclusive local access
  • Handle complex guest requests and service recovery situations with professionalism, discretion, and urgency
  • Maintain and update detailed guest preferences and profiles to enhance future stays
  • Serve as a visible presence at the Concierge desk, modeling luxury service behaviors at all times

Leadership & Team Support

  • Support the Chief Concierge in supervising, mentoring, and coaching the Concierge team
  • Lead daily briefings in the absence of the Chief Concierge, communicating VIP arrivals, preferences, and special requests
  • Assist with scheduling, training, onboarding, and performance feedback
  • Ensure Concierge team adherence to grooming standards, professionalism, and service protocols
  • Act as the primary point of contact when the Chief Concierge is off duty

Forbes & Leading Hotels of the World Standards

  • Uphold and reinforce Forbes Travel Guide and Leading Hotels of the World service standards at all times
  • Participate in ongoing training, role-playing, and service calibration to prepare for inspections
  • Support audit readiness and follow-up action plans related to guest experience and service delivery
  • Ensure consistency, attention to detail, and service precision across all Concierge interactions

Vendor & Relationship Management

  • Assist in maintaining relationships with high-end local partners, restaurants, cultural venues, and service providers
  • Ensure vendors meet luxury service expectations and guest safety standards
  • Stay current on local events, trends, and exclusive offerings to enhance guest recommendations

Operational Excellence

  • Support Concierge desk operations, presentation, and organization
  • Maintain accurate logs, records, and guest communication systems
  • Coordinate closely with Front Office, Housekeeping, Spa, Food & Beverage, Transportation, and Security teams
  • Ensure compliance with confidentiality, privacy, and safety standards

Qualifications & Experience

  • Minimum of 3–5 years of luxury hospitality experience, with Concierge experience required
  • Previous leadership or supervisory experience preferred
  • Experience in a Forbes-rated and/or Leading Hotels of the World property strongly preferred
  • Clefs d'Or certification preferred or willingness to pursue
  • Excellent verbal and written communication skills
  • Multilingual abilities strongly preferred
  • Strong problem-solving skills and ability to perform in a fast-paced luxury environment

Professional Attributes

  • Impeccable grooming and professional presence
  • Strong attention to detail and organizational skills
  • Service-driven mindset with emotional intelligence and cultural awareness
  • Confident, calm, and solutions-oriented under pressure
  • Flexible availability, including evenings, weekends, and holidays

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