Hotel Concierge

The Hermitage Hotel in Nashville offers a concierge role built around refined service, local access, and discretion. You will serve as a trusted liaison between guests and the city’s most exclusive experiences, translating preferences into polished, seamless stays. The position is onsite, full time, and supported by benefits that focus on your wellbeing, time off, and long-term stability.

What you’ll do

• Welcome guests with polished warmth, providing tailored assistance, recommendations, and itinerary planning based on preferences, occasion, and stay duration.
• Anticipate needs and deliver bespoke support for last-minute or high-touch requests, with seamless execution.
• Maintain name recognition, honorifics, and contextual awareness for returning, VIP, or long-stay guests.
• Guide guests to Nashville’s best culinary, entertainment, shopping, and cultural venues using 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 enhance guest stays.
• Coordinate confidential services for high-profile guests, such as private transportation, security briefings, and in-room experiences, with absolute discretion.
• Arrange welcome gifts, room amenities, and special occasion details including anniversaries and proposals.
• Partner with security and leadership to support privacy-sensitive guest movement and media blackout protocols.
• Work daily with Front Office, Housekeeping, Events, F&B, and Valet teams to ensure requests are handled flawlessly and discreetly.
• Facilitate key handoffs for in-room dining setups, spa appointments, late check-outs, and custom service timing.
• Keep guest profile data and special notes current in PMS/CRM systems to support future stays.
• Help plan and coordinate guest-led events across hotel venues, such as birthday dinners, proposals, and cultural ceremonies.
• Design and manage daily itineraries across multiple touchpoints, including dining, spa, chauffeur service, and tours, ensuring synchronicity and smooth service flow.
• Offer on-property orientation or welcome tours for new guests or groups.
• Represent the concierge function in interdepartmental meetings and service alignment briefings.

What you bring

• Minimum 3 years of experience as a Concierge or Guest Relations specialist in a luxury hotel environment (ideally 5-Star or equivalent).
• English fluency (spoken and written). Additional languages such as Spanish, French, Arabic, or Mandarin are highly preferred.
• Proficiency with PMS, CRM, and digital concierge platforms, including Opera, Alice, SevenRooms, or similar systems.
• Deep familiarity with local and regional offerings, including cultural, culinary, entertainment, and bespoke service providers.
• Availability for evenings, weekends, holidays, and schedule adjustments for peak occupancy or event-driven demand.
• Must be 21 years or older and able to pass background screening.
• Ability to read guest mood and tone to tailor service and manage expectations.
• Confidence proactively offering solutions, such as early access or alternatives, before needs are fully expressed.
• Commitment to confidentiality when handling sensitive guest information and VIP arrangements.
• Strong follow-through with triple-confirmation of timing, transport, amenities to ensure flawless delivery.
• Ability to coordinate across departments to maintain timeliness, consistency, and brand standards.

Schedule and compensation

• Location: In person (onsite), Nashville, TN
• Shifts: Morning/Day/Night shifts; shift length 8 or more hours
• Availability: Weekends and holidays required
• Full time: Up to 40 or more hours per week
• Pay: Starting at $18.00 per hour
• Pay frequency: Paid biweekly

Benefits

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

Helpful 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 managing complex or multi-day itineraries, especially involving private travel or group logistics.

Notes for applicants

All candidates must pass a pre-employment drug screen and criminal background check before beginning employment.

Application question: How many years of luxury hospitality experience do you have?