Luxury Concierge

Please take the time to read through the Luxury Concierge job requirements, expectations, qualifications and benefits, and complete all steps in the application process to be considered.

While our club certainly has high expectations and standards for team members, we offer a second-to-none compensation and benefits package.

ABOUT THE ROLE

We are a private club located in Washington DC, searching for a Luxury Concierge to join our staff. Candidates should have the ability to provide seamless, white-glove service to all club members and guests, including prominent political figures. Candidates should have a strong understanding of social cues, phone etiquette and basic computer programs like Microsoft Word, Excel and Outlook, as well as the Google Suite. Candidates should enjoy fashion, and be comfortable dressing in a three-piece suit and tie at work. Given the nature of our industry, the candidate must be able to comply with high confidentiality standards.

QUALIFICATIONS

- A minimum of two years high-level customer service experience is required.

- Candidates with experience as a residential or corporate concierge, or in guest services at a Hilton, Marriott or boutique hotel will be given preference.

- A willingness and ability to serve others with a smile.

- If interested in the role, but do not meet the experience qualifications, feel free to send us a message about why you think you'd be a good fit.

WHILE ON DUTY

- As the first point of contact for all members and guests, the concierge will offer a warm greeting to everyone who walks in the door, and offer any immediate assistance.

- Concierge staff are responsible for answering all incoming calls, while staying on approved introduction script, and either answering questions, communicating specific requests, or providing a warm transfer to correct department.

- Ensure immaculate condition and cleanliness of lobby and club entrance, and appearance of the service desk.

- Assist members with booking reservations at restaurants and for transportation.

- Ability to bring guests on tour of property, if sales staff or management is unavailable.

- Must possess strong verbal and written skills, to effectively communicate in-person, over the phone, and via email and text message.

- Members and guests should always be referred to by their formal titles: Dr, Mr, Mrs, Miss, Ms, followed by their last name, or by Sir, Ma'am, etc. If unsure, we should ask "how should I refer to you?"

- Formal verbiage is incredibly important to the role, as staff must avoid any and all slang terminology.

- When engaging in external written communication on the company's behalf, spelling, grammar and punctuation must be immaculate. Always feel free to ask a colleague to proofread.

- Always remain honest and transparent with club members, guests, colleagues and management. If a request cannot be accommodated, ensure that is communicated, and any alternatives offered. If a mistake is made, ask for assistance before it becomes something worse.

- Take notes throughout shift on anything that should be relayed to next shift, other departments or management, and include in shift closing email.

SCHEDULE & BREAKS

Our club operates seven days a week and shifts typically run from 8:30 a.m. - 6 p.m., and 2:30pm - 12 a.m., with either a one hour break, or two 30-minute breaks. While our first shift is scheduled year round, the hours for the evening shift may fluctuate based on business needed. Staff are required to take breaks.

Team members hired as full time are always guaranteed a minimum 35 hours, regardless of season, but those on the evening shift may need to accept daytime hours for that to be fulfilled. Even when not busy, we always have staff on property during regular business hours ready to serve members, and offer club tours.

We also have openings for seasonal/ temporary concierge roles. If that is of interest, please indicate that on your resume, or in the initial stages of the interview process.

Team members have an extra paid 1/2 hour built in at the beginning of every shift, to allow time in the employee lounge to shower if needed, change into formal dress attire, and enjoy a quick meal. For example, if scheduled to work at 8:30 a.m., team members have a 1/2 hour of paid time on property to prepare for shift, and are expected to be dressed and ready to work at 9 a.m.

During busy weeks, concierge staff are scheduled to work 42.5 hours, which includes 2.5 hours of overtime. All team members are authorized to work up to five hours overtime - up to 45 hours - without additional approval. 35 hours is the fewest a full time team member will be scheduled, even during slow weeks.

QUALIFICATIONS

- A minimum of two years high-level customer service experience is required.

- Candidates with experience as a residential or corporate concierge, or in guest services at a Hilton, Marriott or boutique hotel will be given preference.

- A willingness and ability to serve others with a smile.

- If interested in the role, but do not meet the experience qualifications, feel free to send us a message about why you think you'd be a good fit.

SALARY & BENEFITS

- Minimum starting salary is $29/hour, which could go up to $36/hour, based on experience.

- Typical salary structure is for a $1 raise after completing each 90 days, six months and a year. Meaning, up to a $3 raise total after a year.

- Full time employees are eligible for a 100% employer funded standard healthcare package for the team member, with healthcare upgrades and various vision and dental options available. Generous family options are also available.

- 401K with employer match up to 4%.

- Two weeks of paid vacation becomes available after 90 days for full time staff, along with an additional three personal days. Vacation time increases to three weeks following two years of employment.

- 5 annual paid sick days available immediately. Unlimited paid sick leave after two years, with documentation required for extended circumstances.

- Access to team member lounge when club is open, and one free meal per shift from the employee menu.

- Dress Code Allowance, First Year: Upon hire, concierge staff will be fitted for either a black or navy three-piece suit, purchased by the company. After 90 days, the concierge will own the provided suit, and will receive a $250 clothing allowance for employer-approved items. Another $250 allowance is given after six months.

- Dress Code Allowance, After One Year: Starting after completing first year of employment, the company annually offers staff a custom three-piece suit and a separate $300 allowance. Team members will be able to schedule a time to meet with a tailor and select the color and fabric of their suit, on behalf of the company.

- D.C. Closet: A selection of previously owned dress code items available for new hires, and concierge staff, including suits, dress shirts, ties, dress shoes, cufflinks and more. Please note: sizes are not guaranteed.

- Complimentary dry cleaning is available for staff, as well as steamers and irons in the employee lounge.

DRESS CODE: FORMAL BUSINESS ATTIRE

The club expects concierge staff to be immaculately attired at all times, which is why there is paid time ahead of every shift for wardrobe and grooming, and extensive dress code allowance benefits.

While we leave staff the option to show their own personal style through our dress code, the club does have strict standards that must be met, and will be inspected ahead of every shift. The club is always kept cool during the summer, to ensure comfort.

The dress code will be an extensive part of concierge training, and will be the responsibility of candidates and team members to maintain. While staff are provided with a three-piece suit at time of hire, candidates are responsible for all other items, and should take advantage of the club's "D.C. Closet" if needed.

To ensure understanding and transparency with candidates, this is the complete policy:

SUIT: A 3-piece business suit, including a jacket, vest and slacks/skirt.

Staff are able to choose colors and patterns, but should use good judgement in choosing materials that are conservative in nature. Pinstripes, window panes, checks and herringbone patterns are encouraged, while seersucker, tweed and bold plaids are not acceptable.

JACKET: The suit jacket should be well-fitted and tailored, and able to be buttoned without appearing tight (the bottom button should always be left undone). Jacket sleeves should fall just above the shift cuff (If it covers your hand, it's too long). Jackets should be worn at all times, unless a task requires taking it off. Two-button, three button and double-breasted jackets are all acceptable

VEST: Suit jackets should always be accompanied by a matching vest/ waistcoat, with all buttons fastened except the bottom button.

SLACKS: Matching dress slacks should fall at the top of the dress shoe, and be accompanied by dress socks. Patterned and colored socks are acceptable, but should never be white.

SKIRTS: If opting for a skirt instead of slacks, a tailored pencil skirt should match both the suit jacket and vest, and fall around the knee. When wearing a skirt, dark hosiery/ stockings are always required.

DRESS SHOES/BELTS: Business professional dress shoes are always required, and should be accompanied by a matching belt, if possible. Shoes and belts should be the same exact color. Suspenders/braces are unnecessary/ and may be uncomfortable due to wearing a vest.

HEELS: While business professional heels are an acceptable dress shoe, team members should use good judgement, recognizing that the role requires constant standing, moving around the property, occasionally greeting guests outside and assisting with doors. When wearing heels, a pair of flats should also be on hand as a backup.

DRESS SHIRT: A spread collar, French cuff, button-down dress shirt is required.

A spread collar is a dress shirt where the collar points are spread furthest apart, while French cuff means that the sleeves are fastened with cufflinks, as opposed to buttons. Both are considered more formal levels of dress.

Dress shirts colors should be white, blue, ivory, purple, pink and gray, with subdued patterns like stripes and checks acceptable. Contrast collar styles, with a white collar and different colored body are acceptable, as long as other requirements are met.

All shirt buttons should always be completely fastened, with enough room at the neck to accomodate a tie.

NECKTIE: Ties are a requirement for all concierge staff, male and female, and should coordinate with the suit and shirt. Dress shirt buttons are to always be fastened, with the tie properly knotted at the top. A Windsor knot, or similar, is recommended to accompany the spread collar.

CUFFLINKS: Cufflink colors should match some item of the overall look. For example, don't wear purple cufflinks if no other portion of the outfit is purple.

NAME TAG: A club name tag, with your first name, should always be worn on the right side of the suit jacket, on the lapel.

OPTIONAL ACCESSORIES: Wearing items such as pocket silks, tie clips, small lapel pins and watches are at the discretion of each concierge.

LAPEL PINS: While small pins may be worn, concierge staff may not wear political pins, or any U.S. flag pin resembling what military personnel, elected officials or Secret Service may wear. Pins representing other causes, such as cancer or ALS awareness, or pins with school or sport logos are welcome.

POLITICAL STATEMENTS: It is against policy for team members to make any sort of political statements while at the club, either verbally or through attire, either while on or off the clock. Team members who choose to engage in political activities outside of work or online should do so while bearing no affiliation to the club.

APPLICATION

If you are interested in joining our staff as a Luxury Concierge, please complete the following steps in an email to us to initiate the application process.

- Include an up-to-date resume indicating your customer service experience and education (references may be requested at a later date)

- Answers to the following questions, either in the body of the email, or attached in a Word document. Please write a minimum of 3 or 4 sentences, or more, for each question, to help demonstrate your written communication abilities.

1. What interests you in working as a Luxury Concierge at a private club?

2. Describe a time, as a customer, you received exceptional service. What about the service made you feel valued?

3. Describe a time, as a customer, you received terrible service. What went wrong? How did you feel throughout the experience?

4. As a concierge, what strengths do you have to connect with guests? How will you help create memorable experiences for our members?

5. As detailed, we clearly emphasize our extensive dress code policy. Why do you think the attire of our concierge staff is so important to us? How do you feel about dressing this way at work?

When it comes to dressing formally, what is your preferred style? (It's okay if your answer differs from our dress code)

6. We take great pride in the benefits we're able to offer our team. Which of the employee benefits listed is most important to you and why? Are there any other benefits not listed that you would like to see?