Concierge Manager

Our Company

Equinox Hotels is an evolution of Equinox Clubs - a leader in high-performance fitness - and adopts its founding principles of delivering substances with style. Equinox Hotels is a luxury-lifestyle hotel brand, differentiated through celebrity restauranteur driven F&B, a proprietary regeneration-centered sleep and spa experience, and the highly aspirational Equinox health club that seamlessly integrates a hotel experience with a local community of engaged, loyal members. We are actively developing a global network of high performance focused, customer centric, strategically located hotels and branded residences in key gateway cities and resorts globally - following the successful opening of our flagship in Hudson Yards NYC - only one of two hotels in the US awarded World’s 50 Best Hotels 2023.

Joining Equinox Hotels means stepping into a pivotal role in our brand’s exciting journey. As a valued member of our growing team, you won’t just be an employee—you’ll be an integral part of shaping our future. Your voice will be heard in strategic decisions, and your innovative ideas will help us expand to new and established destinations.

At Equinox Hotels, we pride ourselves on fostering a collaborative environment where creativity thrives, and every team member feels a sense of ownership. Your contributions will have a direct impact on our growth, and we are committed to supporting your professional development as we collectively build the future of our brand. Together, we’ll push boundaries and redefine excellence in hospitality.

If you are ready to be a driving force and a key player in contributing to our brand expansion, we are excited to discuss the transformative career opportunities that await you at Equinox Hotels.

Job Overview: Utilizing deep knowledge and experience within the market, the Concierge Manager provides oversight for the Concierge function within the hotel, ensuring guests have access to all of the services and amenities that will make a stay extraordinary. This includes providing for a wide variety of goods, services and experiences, such as theatre tickets, restaurant reservations, transportation, sightseeing, flowers, administrative support and the like. The concierge handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible.

Essential Job Functions:

• Develops, implements and documents all department standards and protocols.

• Develops and maintains the department budget, notifying the Director of Finance of any discrepancies or deviations.

• Hires, trains and manages the performance of all Concierge staff.

• Possesses basic local knowledge to be able to deliver, quickly and seamlessly, most guest requests without having to research options.

• Develops, maintains and nurtures contacts with local vendors and service providers.

• Maintains a deep knowledge of hotel services and current events.

• Assures information for club, restaurants, museums, maps and other attractions is updated, current, and readily available to Concierge staff and guests.

• Ensures Concierge staff provides information, ticketing, reservations and confirmations for all guest requests, including pre-arrival itineraries as necessary.

• Oversees and develops procedures for handling guest packages, messages and mail, whether outgoing or incoming, in a timely and accurate manner.

• Utilizes the appropriate technology to track and invoice guest requests.

• Works closely with the Bell staff to ensure smooth handling of guest luggage, deliveries and special requests.

• Complies with all Work Rules, Safety Standards and Standards of Conduct as set forth in the Employee Handbook.

• Works harmoniously and professionally with co-workers and supervisors.

• May be assigned other duties at the discretion of management.

Qualifications/Skills:

Requirements are representative of minimum levels of knowledge, skills and /or abilities.  To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently, with or without reasonable accommodation.

Essential:

• Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers, and management to their understanding.

• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.

• Ability to think quickly and act appropriately in emergency situations.

• Perform well under pressure situations, time demands, and work overtime when needed.

• Punctuality and regular and reliable attendance.

• Interpersonal skills and the ability to work well with co-workers and the public.

• Skill in the use of related tools (including hand and electric tools).

• General computer knowledge and ability to enter work orders, make notes, etc. or related system.

• Ability to work flexible schedule (AM, PM, Overnight, Weekends & Holidays).

Desirable:

• Prior guest relations training.

• Knowledge of proper equipment usage and repair.

• High School Diploma or GED

• AED & CPR Certification

• Two to Five years in a similar role in a hospitality environment. Deep knowledge of local goods and services in critical, along with established vendor contacts.

Essential Physical Abilities:

• Endure various physical movements throughout the work areas.

• Ability to push, pull, grasp, lift or carry supplies, equipment or supplies

• Ability to work in a standing position for long periods of time (up to 5 hours).

• Explain: One-on-one communication with guest, manager and fellow employees.

• Must be able to see the physical conditions of designated areas.

• Must be able to observe the physical environment and respond to emergency situations.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.