Lead Concierge (New York)
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 & Guest Services team. The Lead Concierge will oversee complex guest and member requests, VIP itineraries, transportation, reservations, special occasions, and exclusive experiences, while also supporting the member arrival and check-in experience. Working closely with Membership, Club Reception, Front Office, and other operational teams, the Lead Concierge will help ensure members and guests are recognized, welcomed, and assisted in a manner that 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 and assistance with dining, entertainment, transportation, wellness, travel, 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. Support the arrival and check-in experience for Casa Cipriani members, providing a warm, polished, and personalized welcome. Assist with member check-ins, membership verification, guest access, and entry procedures in accordance with established Club standards and policies. Assist Membership and Club Reception during peak periods with member arrivals, check-ins, guest access, and general member inquiries. Develop familiarity with members and their preferences to provide personalized recognition and anticipatory service. Serve as an additional point of contact for members throughout the property, assisting with requests and appropriately directing or escalating membership-related matters. Partner closely with Membership and Club Reception to communicate member preferences, special requests, upcoming visits, and service needs. Maintain appropriate discretion and confidentiality when handling member profiles, preferences, activity, and other sensitive information. Serve as a senior operational presence on shift, helping prioritize requests, coordinate workflow, and maintain consistent service standards. Train, mentor, and support Concierge and Guest Relations team members, reinforcing service standards, response times, professional communication, and attention to detail. Assist with scheduling, shift coverage, handovers, and daily prioritization of concierge requests. Address guest and member concerns promptly and thoughtfully, identifying solutions that preserve the experience and escalating operational or membership matters when appropriate. Partner closely with Front Office, Membership, Club Reception, Housekeeping, Food and Beverage, Security, Spa, Events, and Reservations 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, or an equivalent combination of education and luxury hospitality experience. Minimum of 4 years of luxury hospitality experience, including concierge, guest relations, front office, private club, or related guest-facing experience. Prior experience in a senior, lead, or supervisory capacity strongly preferred. Experience within a luxury hotel, private members club, high-end residential property, or similarly elevated hospitality environment strongly preferred. Deep knowledge of New York City dining, entertainment, culture, nightlife, wellness, and luxury lifestyle offerings. Established relationships with local restaurants, vendors, transportation providers, entertainment venues, and other hospitality partners preferred. Experience supporting a private club, membership operation, or member check-in environment preferred. Opera PMS experience strongly preferred; demonstrated ability to quickly learn CRM, membership, and guest-profile systems required. Experience with Alliants CRM or similar guest experience technology 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 the ability to manage multiple competing priorities. Comfortable handling confidential information and high-profile member and guest requests with complete professionalism and discretion. 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.
