Concierge – Front of House Guest Services

About the role

The Concierge is a key member of the Front of House team, delivering exceptional guest service across all hotel touch‑points. You will act as a personal advocate for guests, creating memorable experiences while supporting the Guest Services, Guest Relations and Bell/Door functions as needed.

Key responsibilities

• Review arrivals, note special requests and block rooms accordingly.
• Respond to guest queries, resolve issues promptly and professionally.
• Answer all phone calls with accurate information and a courteous tone.
• Complete shift checklists (AM, PM, Overnight) and pre‑assign rooms for VIPs, repeat guests and special packages.
• Develop relationships with local service providers (babysitters, florists, spas, etc.).
• Make reservations for guests (restaurants, airlines, car rentals, entertainment, etc.).
• Maintain a follow‑up log for concierge communications.
• Participate in hotel and department meetings.

Required profile

• High school diploma or GED required; hospitality degree preferred.
• At least 1 year of experience as a concierge or front‑of‑house employee in a luxury resort.
• Flexible schedule – able to work evenings, weekends and holidays.
• Strong verbal and written communication skills; ability to handle difficult situations diplomatically.

Required skills

• Proficiency with Microsoft Office.
• Familiarity with hotel property management systems: Opera, Alice and HOTSOS.