Concierge

Overview
The Jefferson Hotel in Richmond, VA, is seeking a knowledgeable, polished, and service-oriented Concierge to join our Guest Services team. As a Concierge, you will play a vital role in creating extraordinary guest experiences by offering personalized service, thoughtful recommendations, and proactive attention to detail. The ideal candidate will possess strong local knowledge, excellent research and communication skills, and a passion for exceeding guest expectations in a luxury hospitality setting.

Essential Responsibilities

• Greet and welcome all guests with warmth, professionalism, and a high standard of service.
• Provide accurate, timely, and personalized recommendations for restaurants, events, shopping, transportation, and local experiences.
• Respond to all guest inquiries and requests within two hours, utilizing strong follow-up and attention to detail.
• Conduct research to fulfill unique or specific guest requests; go beyond standard suggestions when needed.
• Maintain up-to-date knowledge of hotel amenities, facilities, and daily events to ensure clear guest communication.
• Coordinate and book reservations for dining, spa services, tours, limousines, car rentals, floral deliveries, and more.
• Build and maintain professional relationships with other concierges in the Richmond area to exchange recommendations and insights.
• Serve as a liaison between guests and all hotel departments to ensure prompt, seamless service delivery.
• Demonstrate understanding of and collaboration with the duties and workflows of other Guest Services roles (e.g., Bell Staff, Valet, Front Desk, Room Service) to improve internal coordination.
• Keep the concierge desk tidy, fully stocked with current brochures, maps, and materials.
• Answer phones, assist with reservations, tag/store luggage, and help with general guest inquiries.

Skills & Competencies

• Excellent verbal communication and interpersonal skills.
• Highly organized with strong follow-through and attention to detail.
• Calm, resourceful problem-solver who thrives in a fast-paced environment.
• Research-oriented, with the ability to investigate and provide thoughtful options for guest needs.
• Knowledge of the Richmond area (or willingness to learn quickly and continuously).
• Comfortable collaborating with internal departments and external partners.

Working Conditions

• Requires standing, walking, and guest interaction throughout the shift.
• May involve periods at a desk managing calls, emails, and guest research.
• Occasional lifting, bending, or assisting with luggage may be required.

Key Requirements

• Availability: Must be able to work any day of the week, including weekends and holidays, on shifts between 7:00 AM and 11:00 PM
• Licensing: Must have a valid Virginia driver’s license with a clean driving record (0 points).
• Experience: Previous concierge, front desk, or luxury hospitality experience is preferred.
• Local Knowledge: Must have or be willing to develop expert-level familiarity with Richmond’s dining, entertainment, cultural attractions, and transportation.
• Professionalism: Must be well-groomed, polished, dependable, and service-focused.