Chef Concierge & Guest Experience Manager

Job Description

Job Description

Independently owned and operated, The Jefferson, Washington D.C. is currently recruiting for a Chef Concierge & Guest Experience Manager—an exceptional opportunity for a hospitality professional who possesses a natural flair for service, an unwavering commitment to excellence, and an entrepreneurial spirit.

Position Overview

The Chef Concierge & Guest Experience Manager is responsible for leading the concierge function while elevating the overall guest journey through highly personalized, anticipatory service. This role is both operational and strategic—overseeing concierge services, managing guest experience initiatives, and ensuring every guest interaction reflects the refined luxury of The Jefferson.

The ideal candidate brings a minimum of two (2) years of experience working with Les Clefs d'Or systems or standards, leveraging this expertise to enhance personalization, service tracking, and guest engagement.

Key Responsibilities

• Concierge Leadership & Service Delivery
• Provide expert guidance and information in response to all guest inquiries
• Coordinate and execute guest requests bycrafting thoughtful,customized itineraries for dining, transportation,cultural experiences, and special occasions
• Lead and mentor theconcierge team to deliver intuitive, anticipatory serviceatthe highest luxury standards
• Collaboratescontinuously with the Front Office team and acts as the manager-on-duty when necessary

Maintain complete and current knowledge of:

• Hotel features, amenities, and services
• Local attractions, events, and seasonal programming
• Restaurantconcepts within the hotel andcompetitive local dining landscape

Guest Experience Management

• Oversee and enhance the end-to-end guest journey, ensuring a seamless, personalized experience from arrival to departure
• Anticipate guest preferences and proactivelycreate memorable experiences
• Manage VIP arrivals, special requests, and high-touch guest interactions
• Monitor and respond to guest feedback, resolvingconcerns promptly with professionalism and warmth
• Collaborate with Front Office and other departments to ensure alignment in service delivery

Les Clefs d'Or Keys Utilization (Required Expertise)

• UtilizeLes Clefsd'Or systems to document, track, andanticipateguest preferences and service history
• LeverageLes Clefsd'Or insights to personalize guest interactions and drive exceptional service outcomes
• Ensure data accuracy, reporting efficiency, andconsistent system usage across the team
• Support training and adoption ofLes Clefs d'Or best practices within the concierge function

Operational Support

• Maintain positive guest relations at all times, ensuring guest satisfaction through proactive engagement
• Address guestconcerns withtact, urgency, and discretion
• Provide support to the Front Office as needed,coordinating withappropriate departmentsto resolve guest needs
• Uphold all service standards, policies, and procedures

Qualifications & Requirements

• Minimum2+ years of experience withLesClefs d’Orsystems or standardsand currently holdLes Clefs d’ Ormembership(required)
• Previousexperience as aconcierge in a luxury hotel environment
• Strong leadershipcapability with experience guiding or mentoring team members preferred
• Exceptionalcommunication skills, both verbal and written, with a professional and positive demeanor
• Strong interpersonal skills with a keen ability to build relationships andanticipateguest needs
• Knowledge ofadditionallanguages preferred
• Ability to handle high-pressure or sensitive situations with tact, discretion, and professionalism

Scheduling Requirements

This position requires flexibility, including the ability to work evenings, weekends, and holidays as business needs dictate.

Compensation & Benefits

The Jefferson, Washington DC offers competitive wages and a comprehensive benefits package, including:

• Paid Time Off
• 401k Match
• 3 Medical Plan Offerings with generous employercontributions
• Dental & Vision Insurance
• Flexible Spending Account
• Life Insurance
• Short-Term & Long-Term Disability Insurance
• Employee Assistance Program
• Commuter Benefit Program
• Wellness Reimbursement
• 4 Weeks of Paid Parental Leave
• Tuition Reimbursement
• Identity Theft Protection
• Pet Insurance

Equal Opportunity Employer Statement

We are an equal opportunity employer and value diversity, inclusion, and belonging at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.