Lead Concierge

Position Purpose:

Casa Cipriani is a prestigious private members club and hotel, renowned for its impeccable service, elegant design, and timeless sophistication. We are seeking an experienced, highly connected, and hospitality-driven Lead Concierge to help lead the Concierge and Guest Relations experience for our members and hotel guests.

This role is responsible for setting the tone for anticipatory, highly personalized service while supporting the daily execution, quality, and development of the Concierge team. The Lead Concierge will oversee complex guest requests, VIP itineraries, transportation, reservations, special occasions, and exclusive experiences, ensuring every interaction reflects Casa Cipriani’s elevated standards of discretion, warmth, and attention to detail.

Essential Functions and Duties:

• Lead daily concierge operations and serve as a senior point of contact for members, hotel guests, VIPs, and internal teams.
• Provide thoughtful, proactive, and highly personalized recommendations, reservations, transportation, entertainment, dining, wellness, and lifestyle arrangements.
• Oversee the preparation of daily arrival, departure, and VIP lists, ensuring all preferences, itineraries, riders, and special requests are accurately communicated and executed.
• Review guest profiles, Opera notes, and Alliants CRM records to ensure preferences, recognition details, and service history are complete and current.
• Coordinate complex and time-sensitive requests, including exclusive restaurant reservations, private events, entertainment, travel arrangements, and bespoke New York experiences.
• Support the preparation and execution of VIP arrival meetings, ensuring all relevant departments are aligned on guest needs and service expectations.
• Maintain and strengthen relationships with trusted local vendors, restaurants, transportation providers, entertainment contacts, and service partners.
• Source, vet, and coordinate vendors for personalized guest services while maintaining Casa Cipriani quality and cost standards.
• Coordinate house car and external transportation needs, ensuring accurate scheduling, usage tracking, and seamless guest communication.
• Oversee guest shipments, deliveries, amenities, and special occasion arrangements with accuracy, discretion, and care.
• Assist with daily guest-related postings, vendor invoice review, and reconciliation in partnership with the appropriate departments.
• Train, mentor, and support Concierge and Guest Relations team members, reinforcing service standards, response times, and professional communication.
• Assist with scheduling, shift coverage, handovers, and daily prioritization of concierge requests.
• Address guest concerns promptly and thoughtfully, escalating operational issues when necessary and identifying solutions that preserve the guest experience.
• Partner closely with Front Office, Housekeeping, Food and Beverage, Security, Spa, Events, and Reservations teams to deliver a seamless end-to-end experience.
• Maintain strict confidentiality regarding member, guest, celebrity, and VIP information.
• Perform other duties as assigned by management.

Knowledge, Experience and Skills:

• Bachelor’s degree in Hospitality Management or a related field preferred.
• Minimum of 4 years of concierge, guest relations, front office, or luxury hospitality experience, with prior leadership or senior concierge experience strongly preferred.
• Experience in a luxury hotel, private members club, high-end residential property, or similarly elevated hospitality environment.
• Deep knowledge of New York City dining, entertainment, culture, nightlife, wellness, and luxury lifestyle offerings.
• Established local vendor and hospitality relationships preferred.
• Proficiency with Opera PMS, Alliants CRM, and Microsoft Office Suite preferred.
• Exceptional written and verbal communication skills with a polished, warm, and discreet service style.
• Strong leadership presence and ability to coach others in delivering consistent, elevated service.
• Highly organized with excellent judgment, attention to detail, and ability to manage multiple competing priorities.
• Comfortable handling confidential information and high-profile guest requests with complete professionalism.
• Flexible schedule, including availability to work evenings, weekends, holidays, and extended shifts as operationally required.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer.

Cipriani is an equal opportunity employer.