FT-Concierge Lead

Camelback Hospitality PE LLC•Paradise Valley, AZ

2d•Onsite

About The Position

The Concierge Lead contributes to Sanctuary Camelback Mountain’s success by creating personalized and memorable guest experiences through thoughtful recommendations, exceptional service, and seamless coordination of guest needs throughout guests’ stays. The role serves as a trusted resource by anticipating preferences, arranging experiences, and making meaningful connections that enhance the resort experience. Guided by Sanctuary’s North Star Vision and values, the Concierge Lead fosters authentic connections and intentional experiences, helping guests and team members feel valued, understood, and welcomed. The role leads the daily operations of the Concierge team, maintains service standards and organized workspaces, supports employee development, and helps improve service delivery, operational efficiency, and the overall guest experience.

Requirements

Minimum three years of concierge experience.
Minimum two years of supervisory experience in resort operations.
High school diploma or equivalent.
Good knowledge of venues, restaurants, shops, and entertainment in the state and surrounding area.
Genuine care for guests’ stays and the ability to recommend appropriate places of interest.
Ability to maintain a pleasant disposition and work smoothly in a high-stress environment.
Computer experience.
Good telephone voice and excellent, professional communication skills.
Attention to detail and a sales-oriented approach.
Ability to stand, walk, and/or sit continuously to perform essential job functions.
Ability to extend arms, bend, and stoop to reach materials.
Hearing and visual ability to observe and detect signs of emergency situations.
Ability to perform the essential functions of the job with or without reasonable accommodation, using some other combination of skills and abilities.

Responsibilities

Oversee the daily organization and presentation of the Concierge Desk, keeping materials, resources, and guest information current, accurate, and accessible.
Provide personalized recommendations and guidance about resort activities and amenities, local attractions, shopping, dining, recreation, and points of interest.
Coordinate guest services and reservations, including airport transfers, transportation, car rentals, tours, excursions, and tickets to sporting events and entertainment.
Develop and maintain guest activity schedules aligned with guest preferences and expectations.
Build and maintain working relationships with resort departments and external service providers to facilitate seamless guest experiences.
Anticipate guest needs and respond to inquiries and requests promptly, professionally, and accurately.
Maintain current knowledge of resort offerings, daily activities, local attractions, and recreational experiences.
Attend Front Office, Concierge, and resort meetings as required.
Communicate with other departments to coordinate guest requests and ensure timely follow-through.
Maintain awareness of resort emergency procedures and follow safety protocols.
Demonstrate professionalism, discretion, and a service-oriented approach with guests, colleagues, and business partners.
Support Front Office operations and assist team members to maintain efficient operations and consistent service standards.
Lead the daily operations of the Concierge team and ensure consistent service delivery and adherence to resort standards.
Maintain organized, well-stocked, and professionally presented Concierge workspaces and resources.
Monitor departmental performance and support continuous improvement in service delivery, operational efficiency, and the guest experience.
Identify training opportunities and reinforce service standards, operational procedures, and departmental expectations.
Hire, train, supervise, coach, counsel, and discipline the Concierge department.
Perform other related duties as assigned by management.