VIP Concierge Receptionist

Overview

Blue Heron is a premier design, architecture, and luxury development firm celebrated for its commitment to artistry, innovation, and bespoke living experiences. We are seeking a Concierge Receptionist who embodies the poise, discernment, and refined service ethos typically reserved for the world’s most exclusive environments. In this high-visibility role, you will be charged with delivering an unparalleled level of hospitality, anticipating the nuances of high net clients, and ensuring that every guest leaves with a sense of being singularly valued.

Key Responsibilities

Front-Line Client Engagement

Warm & Personalized Welcome: Extend a gracious, individualized greeting to each guest, expeditiously discerning their reason for visiting (e.g., scheduled appointments, spontaneous inquiries, or unique requests).

Document & Share Engagement Details: Accurately record each interaction—client preferences, feedback, or special requests—in the CRM in real time, proactively communicating pertinent details to relevant teams to guarantee a seamless, informed follow-up.

Exemplary Demeanor & Professionalism: Maintain a polished appearance, articulate coherent speech, and poised body language and cognition in alignment with the highest standards of global luxury hospitality.

Immediate Need Assessment: Within the first moments of contact, clarify how best to serve the client, skillfully directing them to the appropriate resources or colleagues

Discerning Client Relations & Escalation

Luxury & High Net-Worth Issue Resolution: Employ a sophisticated, empathetic approach to managing inquiries, complaints, and complex requests from affluent clientele. Draw on prior experience in elite hospitality or concierge settings to diagnose challenges accurately and propose tailored solutions.

Escalation Matrix: Quickly identify issues requiring a higher level of authority, promptly involving the Chief Client Experience Officer or relevant team members, thus ensuring swift and discreet resolution.

Client Feedback KPI: Adhere and exceed response times and follow-ups with clients to enhance experience

Protecting Client Confidence: Safeguard all personal and proprietary information, reflecting the absolute discretion expected in top-tier luxury environments.

Concierge & Lifestyle Management Support

Tailored Arrangements: Coordinate exclusive experiences—private tours, event bookings, or specialty vendor engagements—striking a balance between rapid responsiveness and the deliberate grace expected by discerning guests.

Brand Narrative & Heritage: Convey Blue Heron’s design philosophy, craftsmanship, and vision with eloquence in every interaction, making the story of each project resonate on a personal level.

Anticipatory Service: Leverage recorded preferences and prior encounters to anticipate client needs, thereby creating opportunities for meaningful gestures that reinforce a sense of exclusivity and care.

Environment & Presentation Management

Synergy with Housekeeping: Collaborate closely with the housekeeping team to ensure meeting rooms, lounges, and reception areas reflect a consistent, five-star standard of cleanliness and organization at all times.

Five-Star Ambiance: Supervise the arrangement of décor, lighting, and other atmospheric elements in client-facing areas, ensuring a consistently immaculate presentation synonymous with iconic luxury establishments.

Scheduled Readiness Checks: Conduct routine evaluations of reception and meeting rooms throughout the day, immediately rectifying any discrepancies and notifying relevant departments of client arrivals in advance.

Administrative & Reception Duties

CRM Mastery & Data Accuracy: Update the CRM system continually, capturing guest interactions, service outcomes, and feedback with uncompromising precision. Refer to existing guest information on dietary requirements to inform catering and beverage needs per each client.

Communication Protocol: Professionally field an average of 30–50 inbound calls daily, meticulously routing inquiries and providing callbacks or responses within one business hour.

Efficient Scheduling & Coordination: Handle 5–10 daily appointments, ensuring no scheduling conflicts or duplications. Provide timely reminders and manage logistical requirements (e.g., site tours, design consultations).

Progress Reporting: Compile monthly summaries detailing client engagement trends, common requests, and any operational insights beneficial to the Chief Client Experience Officer.

Collaboration with Client Facing Initiatives

Strategic Event Support: Assist with brand activations and VIP receptions, ensuring that the arrival and departure of guests align with promotional objectives.

Feedback Pipeline: Deliver on emerging client patterns or notable service requests.

Knowledgeable Brand Champion: Stay informed about all ongoing and upcoming Blue Heron initiatives, demonstrating thorough, sophisticated knowledge in response to client inquiries.

Multitasking & Time Management

Grace Under Pressure: Seamlessly balance front-desk reception and administrative responsibilities, adapting swiftly to unexpected arrivals or last-minute client needs without compromising service caliber.

Proactive Organization: Employ best practices in task prioritization, ensuring the highest level of efficiency and timeliness during peak periods.

Key Performance Indicators (KPIs): Track individual metrics (e.g., client satisfaction surveys, escalation response times) and consistently strive to exceed department benchmarks.

Requirements

Luxury Hospitality & High Net-Worth Experience: Minimum of 4–7 years in a luxury hospitality or concierge role, managing privileged clientele and navigating sensitive requests with aplomb.

CRM Expertise: Proven history of proficiently using CRM platforms ( HubSpot, Salesforce, Microsoft Suite ) to document client data, interactions, and preferences—facilitating purposeful engagement and personalized service.

High Technology: Proficiency in MS office, HubSpot and MS Dynamics and Excel

Cultural Awareness & Etiquette: Familiarity with diverse customs, cross-cultural expectations, and, ideally, multilingual abilities, enabling seamless interactions with an international clientele.

Organizational Rigor: Demonstrates exemplary attention to detail, adept at managing numerous tasks simultaneously and prioritizing effectively in a dynamic setting.

Commitment to Confidentiality: Exhibits unassailable discretion in handling sensitive client information, with background or training in confidentiality protocols highly desirable.