Concierge Director

Role Overview

The United States Olympic & Paralympic Committee (USOPC) seeks a Concierge Director passionate about mission-driven service with a focus on leading a high-standard concierge program supporting VIP donor guests during the Games. This role is pivotal in designing, managing, and executing personalized hospitality services with seamless operational oversight.

Key Responsibilities

• Develop and supervise a comprehensive concierge program delivering bespoke, high-touch experiences to VIP donors, dignitaries, families, and other key guests throughout the Games.
• Establish and maintain concierge service protocols, staffing models, communication guidelines, and escalation procedures to ensure consistent excellence in service delivery.
• Recruit, train, and lead concierge team members, managing schedules and coaching to uphold performance in a fast-paced, visible setting.
• Direct daily concierge operations at the Games, overseeing guest check-ins, itinerary management, service request fulfillment, issue resolution, transportation logistics, event access, and real-time experience troubleshooting.
• Curate and update detailed guest profiles, preferences, and tracking mechanisms to provide tailored support for each individual guest.
• Collaborate extensively with various departments—Development, hospitality, transportation, protocol, ticketing, venue operations, security—to guarantee unified and smooth guest experiences.
• Serve as a key contact for concierge-related guest needs, applying discretion, professionalism, cultural sensitivity, and solution-focused responsiveness.
• Proactively anticipate guest needs while identifying opportunities to elevate service quality and mitigate operational risks.
• Manage concierge program supplies, communications, and operational assets including inventory oversight and procurement coordination.
• Prepare and provide operational updates, summaries, and analyses to leadership and relevant stakeholders post-event.
• Support administrative functions such as registration, payment processing, invoicing, and CRM systems tied to donor guest participation and hospitality services.
• Maintain strict confidentiality and sound judgment in handling sensitive donor, guest, and organizational information.

Required Qualifications and Experience

• Minimum of 10 years' experience in hospitality, guest services, donor relations, or managing large event operations including a minimum of 5 years of supervisory or leadership roles.
• Proven track record in delivering high-level support to VIPs, donors, dignitaries, or notable individuals within complex and dynamic environments.
• Experience in managing multi-venue, multi-day events such as international sporting events, festivals, or conferences.
• Demonstrated ability to assemble, develop, and lead concierge or guest service teams towards superior customer experience in challenging settings.
• Expertise in conflict resolution with a calm, professional, and discreet approach.
• Skilled in crafting detailed guest itineraries, flows, and customized VIP experiences.
• Capability to foresee guest needs, swiftly handle issues, and sustain premium service levels.
• Experience in formulating and maintaining detailed operational standards, processes, and service guidelines.
• Competence in overseeing logistics, staffing, and real-time operations across multiple locations.
• Ability to manage purchasing, stock tracking, and replenishment for program resources.
• Excellent communication skills—both verbal and written—to effectively engage donors, families, and VIP guests.
• Ability to collaborate efficiently with internal teams including operations, transportation, protocol, and hospitality.
• Experienced in accurate and timely communication across teams and management systems.
• Familiarity with guest registration, payment administration, invoicing, and maintaining data integrity across multiple systems.
• Proficient in maintaining centralized tools for tracking guest itineraries, preferences, and service requests.
• Experience producing clear operational reports and leadership briefings.
• Familiarity with project management platforms such as Monday.com.

Work Location and Details

This role is remote with an expected commitment of approximately 20 hours per week, classified as part-time and non-exempt.

Compensation and Benefits

• The hourly wage ranges from $118 to $125.
• Eligibility for an Annual Incentive Award Program with a target of 20%, subject to organization discretion.
• Access to USOPC benefits packages.

Application Information

The application deadline is August 14, 2026, at 12:00 p.m. Mountain Time.