Hotel Concierge

Hotel Concierge

1. Our Brand Mission & Culture –

Nestled in Nashville’s heart since 1910, “the Hermitage Hotel”—Nashville’s original milliondollar landmark and the storied backdrop of generations of gatherings—continues to uphold its timeless motto: “Meet me at The Hermitage.” A National Historic Landmark since 2020, our iconic Beaux Arts architecture connects history and modern luxury under one welcoming roof.

Guided by Our Mission—our commitment to exceptional hospitality through highly personalized service delivered by exceptional staff—and shaped by six core values, we set the gold standard across luxury hospitality:

• Excellence – we continually raise the bar, surprising and delighting guests with poise and polish.
• Accountability – we take ownership of our goals, informed decisions, and guest satisfaction.
• Integrity – we act with consistent character, in every interaction, whether seen or unseen.
• Teamwork – we support one another in service, honesty, and respect, attending thoughtfully to every guest and teammate.
• Tradition – we honor the hotel’s legacy by ensuring our historic reputation grows brighter.
• Community – we are invested in Nashville’s well-being and continue our role in civic enrichment.

Our centuryplus evolution includes a respectful 2021–2022 restoration that refreshed our 122 suites while preserving arresting features like the marble lobby and stained-glass ceiling—alongside the debut of refined dining experiences shaped by Michelin-starred Chef Jean-Georges Vongerichten.

Why you'll thrive here:
When you join us, you become part of a team committed to preserving a cherished landmark and shaping its future—offering competitive wages, comprehensive benefits, and a professionally rewarding environment where growth, collaboration, and pride in legacy go hand in hand.

2. Position Summary:
As a Hotel Concierge, you serve as a refined liaison between our guests and Nashville’s most exclusive experiences. With deep local knowledge, impeccable discretion, and gracious delivery, you ensure every stay is uniquely memorable—seamlessly orchestrating custom itineraries, VIP services, and elevated hospitality that reflects The Hermitage Hotel’s Beaux-Arts legacy and standards.

3. Key Responsibilities

Guest Experience & Personalization

• Greet guests with polished warmth, offering personalized assistance, recommendations, and itinerary planning based on preferences, occasion, and stay duration.
• Proactively anticipate needs, offer bespoke services, and ensure seamless execution of last-minute or high-touch requests.
• Maintain name recognition, honorifics, and contextual awareness for returning, VIP, or long-stay guests.

Local Expertise & Curated Recommendations

• Provide tailored guidance on Nashville’s top culinary, entertainment, shopping, and cultural venues—based on real-time availability and guest interests.
• Secure high-demand reservations, private tours, event access, and exclusive experiences through cultivated local partnerships.
• Stay current on city-wide events, exhibitions, and seasonal attractions to proactively enrich guest stays.

VIP Handling & Discretion

• Coordinate confidential services for high-profile guests (e.g. private transportation, security briefings, in-room experiences) with absolute discretion.
• Prepare custom welcome gifts, room amenities, and special occasion arrangements (anniversaries, proposals, etc.).
• Align with security and leadership for privacy-sensitive guest movements and media blackout protocols.

Cross-Departmental Coordination

• Collaborate daily with Front Office, Housekeeping, Events, F&B, and Valet teams to ensure guest requests are executed flawlessly and discreetly.
• Facilitate handoffs for in-room dining setups, spa appointments, late check-outs, and custom service timing.
• Maintain up-to-date guest profile data and special notes in PMS/CRM systems for future stays.

Events, Celebrations & Bespoke Itineraries

• Assist with planning and coordination of guest-led events (birthday dinners, proposals, cultural ceremonies, etc.) across hotel venues.
• Design and manage daily itineraries involving multiple touchpoints (dining, spa, chauffeur, tours), ensuring synchronicity and service flow.
• Offer on-property orientation or welcome tours to new guests or groups.

Cultural Stewardship & Brand Representation

• Serve as an ambassador of The Hermitage Hotel’s historic significance and its place in Nashville’s cultural landscape.
• Curate immersive local experiences that celebrate regional heritage and align with the hotel’s luxury positioning.
• Uphold guest-facing brand voice, tone, and storytelling in every interaction.

Support Strategic & Brand-Aligned Initiatives

• Participate in internal service enhancements, experience audits, and brand partnership rollouts.
• Offer insight into evolving guest expectations and trends; contribute feedback to leadership for service innovation.
• Represent the concierge function in interdepartmental meetings and service alignment briefings.

4. Qualifications & Requirements

Required Experience

• Minimum 3 years of experience as a Concierge or Guest Relations specialist in a luxury hotel environment, ideally 5-Star or equivalent.
• Fluency in English (spoken and written); additional languages such as Spanish, French, Arabic, or Mandarin highly preferred.
• Proficient with PMS, CRM, and digital concierge platforms (e.g. Opera, Alice, SevenRooms, or similar).
• Deep familiarity with local and regional offerings—cultural, culinary, entertainment, and bespoke service providers.
• Flexibility to work evenings, weekends, holidays, and adjust to peak occupancy or event-driven schedules.
• Must be 21 years or older and able to pass background screening.

Core Competencies

• Interpersonal Awareness

Read guests’ mood and tone to tailor service and manage expectations with finesse.

• Anticipatory Service

Proactively offer solutions—such as early access or alternatives—before needs are even expressed.

• Discretion & Integrity

Handle sensitive guest information and VIP arrangements with absolute confidentiality.

• Attention to Detail

Triple-confirm every aspect—timing, transport, amenities—to ensure flawless delivery.

• CrossTeam Collaboration

Coordinate seamlessly across departments to maintain timeliness, consistency, and uphold brand standards.

Preferred Extras

• Membership in Les Clefs d’Or or participation in professional concierge networks.
• Experience with international clientele and high-net-worth individuals.
• Background in heritage properties, private member clubs, or properties with high cultural relevance.
• Passion for and knowledge of local history, art, architecture, or gastronomy.
• Demonstrated success handling complex or multi-day guest itineraries, especially involving private travel or group logistics.

5. Why This Role Shines at The Hermitage Hotel

At The Hermitage Hotel, the concierge is at once a cultural curator, a memorymaker, and the essential human touch behind our luxury experience. In this role, you fuse intuitive Southern hospitality with worldclass grace—anticipating needs with everything from handwritten restaurant notes to securing difficulttofind tickets—while honoring a centurylong tradition of excellence. Here, every thoughtful gesture helps guests weave their own enduring stories into the rich tapestry of this living landmark.

6. Benefits

At The Hermitage Hotel, we value our team members and offer a comprehensive benefits package to support your well-being and professional growth for Full Time Employees:

• Health & Wellness: Affordable health, dental, and vision insurance, with options to extend coverage to spouses, children, or domestic partners.
• Financial Security: Company-provided life insurance and a 401(k) plan with a 3% annual match.
• Work-Life Balance: Paid time off starting at 15 days per year after initial 90 day probationary period, increasing with tenure up to 30 days per year.
• Employee Support: Access to mental and behavioral health services, telehealth consultations, and an employee assistance program.
• Additional Perks: Complimentary meals in the employee cafeteria, subsidized on-site parking, and generous discounts at our retail and restaurant outlets.
• Professional Development: Ongoing education support, including industry training.
• Exclusive Rates: Special hotel rates for employees and discounted rates for friends and family.

7. Schedule:

· Must be available for Weekends/ Holidays

· Morning/Day/Night Shifts

· Shift Length 8(+) Hours

· Full Time range up to 40(+) Hours per week

· Location: In Person

8. Compensation

· Starting at $18.00 an hour

· Paid Biweekly

NOTICE
It is the policy of The Hermitage Hotel to employ the most qualified individuals. Promotion from within will be given priority whenever possible thus providing for growth, advancement, and increased responsibility for employees. All candidates are required to pass a pre-employment drug screen and criminal background check prior to beginning employment.

EQUAL OPPORTUNITY EMPLOYER
The Hermitage Hotel is an equal opportunity employer and does not discriminate against associates or job applicants on the basis of race, religion, color, sex, age, national origin, disability, veteran status, or any other condition protected by applicable state and federal laws, except where a bona fide occupational qualification applies.

Job Type: Full-time

Pay: From $18.00 per hour

Expected hours: 32 – 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Hotel Guest Service/Concierge: 2 years (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: In person