Senior Hospitality Concierge - Client Experience

About The Role

As a Senior Hospitality Concierge, you will serve as a primary ambassador of the Baird brand within the 29th Floor Conference Center in Milwaukee. You will create personalized experiences for clients, recruits, executive leaders, guests and associates by preparing thoughtfully for each visit, understanding individual needs and connecting guests with Baird’s culture, values, mission and business. Through anticipatory service, sound judgment and strong knowledge of the firm, you will help strengthen relationships and demonstrate the value of the Baird experience. As a senior member of the Hospitality team, you will also provide informal leadership through coaching, mentoring, onboarding, training, knowledge sharing and quality assurance.

The Impact You’ll Make

• Serve as a key connection point among Baird, its associates and visitors, creating meaningful experiences that strengthen relationships with the firm
• Research upcoming guests, organizations, meeting participants and visit objectives to understand relevant backgrounds, interests, preferences and potential service needs
• Use guest insights to personalize welcomes and interactions while identifying opportunities to connect visitors with Baird associates, capabilities, culture, values and mission
• Build and maintain strong knowledge of Baird’s businesses, objectives, culture, values and firmwide initiatives to serve as a knowledgeable and credible brand ambassador
• Help associates strengthen client and guest relationships by creating experiences that demonstrate shared values and deepen connections to the firm
• Anticipate guest and meeting host needs by listening carefully, monitoring the environment and proactively addressing service opportunities or concerns
• Respond to changing needs with professionalism, discretion, composure and sound judgment
• Create memorable experiences through personalized hospitality, attention to detail, seamless execution and proactive service during meetings, events and other conference center interactions
• Maintain an active presence throughout the conference center and monitor readiness, guest engagement and service delivery
• Coordinate with Meeting Specialists, Catering, Audio Visual teams and other conference center partners to provide consistent, informed and personalized service
• Address real-time service issues and lead service recovery efforts, resolving concerns before they negatively affect the guest experience whenever possible
• Conduct quality assurance observations, reinforce established standards and provide timely feedback related to service, readiness and brand representation
• Identify recurring service gaps and guest trends, partnering with Hospitality leadership to recommend practical improvements
• Mentor, coach, onboard and train Hospitality team members and newer associates through day-to-day guidance and knowledge sharing
• Serve as a communication bridge between front-line operations and leadership by sharing guest insights, service observations, emerging trends and recommended actions
• Influence service quality and accountability through expertise, credibility, positive leadership and real-time feedback without formal supervisory authority
• Model Baird’s expectations for professionalism, communication, client service, discretion and brand representation in every interaction
  
  

What You’ll Bring To Baird

• A bachelor’s degree is preferred. An equivalent combination of education and relevant experience will also be considered
• At least 10 years of professional experience in a customer-facing, corporate hospitality, executive services, conference center or related environment. Fifteen to 20 years of experience is preferred
• Exceptional client service, relationship-building, active listening and professional communication skills
• Strong guest research, preparation, organization, information-sharing and cross-functional coordination capabilities
• The ability to anticipate needs, recognize verbal and nonverbal cues and connect guest interests and objectives with Baird’s people, culture, values and business
• Strong situational awareness, attention to detail and the ability to manage multiple priorities with limited supervision
• Sound judgment and composure when navigating stressful, sensitive or high-profile situations
• The ability to navigate difficult conversations, influence peers and provide constructive feedback without formal authority
• Experience coaching, mentoring, onboarding or training colleagues.
• A commitment to confidentiality, discretion and consistently representing the Baird brand
• The ability to maintain an active presence and move throughout the conference center, including standing for extended periods
• Availability to work in the Milwaukee office five days per week, with schedule flexibility to support executive meetings, client engagements and special events
• Ability to travel approximately 10%