Concierge Manager (Resort)

Enchantment Group Management Company LLC • Irvington, VA

3d

About The Position

The Concierge Manager is responsible for leading and overseeing all Concierge operations to deliver an exceptional, personalized guest experience that reflects the highest standards of luxury hospitality. This role ensures that Concierge team members are highly trained, knowledgeable, and empowered to anticipate guest needs, provide expert recommendations, and curate memorable on- and off-property experiences. The Concierge Manager drives service excellence through training, coaching, and continuous development of team members, while fostering strong relationships with internal departments and local partners. This position plays a critical role in enhancing guest satisfaction, strengthening brand reputation, and identifying opportunities to elevate the overall guest journey. In addition, the Concierge Manager collaborates closely with Resort Programming to enhance and expand guest experiences, ensuring team members are well-versed in all current and upcoming activities. This partnership supports the continuous elevation of offerings and enables the Concierge team to effectively communicate, recommend, and deliver engaging, high-quality experiences that align with the resort’s standards and brand expectations.

Requirements

• 3–5+ years of hospitality or resort Concierge experience, with at least 1–2 years in a leadership role preferred
• Strong familiarity with Forbes Travel Guide standards or equivalent luxury service expectations
• Exceptional guest service and relationship-building skills
• Proven ability to train, coach, and develop team members
• Extensive knowledge of resort operations and local community offerings
• Strong organizational, multitasking, and problem-solving abilities
• Excellent written and verbal communication skills
• Proficiency in relevant computer systems and reservation platforms
• Ability to work a flexible schedule including evenings, weekends, and holidays

Responsibilities

• Lead, mentor, and develop the Concierge team to consistently deliver exceptional, personalized service.
• Design and implement training programs to ensure team members are knowledgeable about resort offerings, local attractions, events, and experiences.
• Coach team members on service standards, guest engagement, and upselling techniques to maximize guest satisfaction and revenue opportunities.
• Partner with Programming and other departments to expand team knowledge of resort activities and experiences.
• Conduct regular performance evaluations, provide feedback, and support ongoing professional development.
• Ensure all team members are aligned with Forbes Standards (or equivalent luxury service standards).
• Ensure delivery of seamless, anticipatory, and highly personalized guest service at all times.
• Oversee all guest requests including dining, transportation, activities, special occasions, and custom itineraries.
• Maintain a strong presence in guest areas to interact with guests and proactively address needs.
• Handle escalated guest concerns and provide effective service recovery to protect and enhance the brand experience.
• Ensure all confirmations, details, and communications are accurate, timely, and clearly conveyed to guests.
• Promote and recommend resort services while ensuring external recommendations meet the highest quality standards.
• Oversee daily Concierge operations, ensuring efficiency, organization, and attention to detail.
• Maintain accurate records of guest requests, preferences, and reservations within the system.
• Ensure pre-arrival planning is executed, including booking tours, dining, and activities in advance of guest arrival.
• Monitor guest feedback, questionnaires, and service trends to identify areas for improvement.
• Establish and maintain relationships with trusted local vendors and partners.
• Ensure compliance with company policies, including ethical standards regarding vendor relationships.
• Identify opportunities to enhance and elevate the guest experience through new services, partnerships, and offerings.
• Develop initiatives to strengthen the Concierge program and differentiate the resort within the market.
• Collaborate cross-functionally to ensure a cohesive and elevated guest journey across all touchpoints.
• Analyze performance metrics and guest feedback to drive continuous improvement.

Benefits

• Benefits include medical, dental, and vision coverage; a Health Savings Account (HSA); fitness and wellness programs; disability insurance; basic and voluntary life insurance; an Employee Assistance Program (EAP); a hearing discount program; and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees