Concierge

EOS Hospitality•Islamorada, FL

20d•Onsite

About The Position

The Islands of Islamorada is seeking a guest services concierge to join their team of experienced hospitality professionals. This role acts as the primary point of contact between guests and the organization, promptly answering inquiries, directing phone calls, coordinating travel plans, and ensuring each guest feels welcomed and taken care of. The concierge will manage the concierge email inbox, book F&B reservations, make recommendations for internal programs and local attractions, and arrange logistics such as transportation for off-site guest activities. A key aspect of this role is taking full ownership of the guest experience, going above and beyond to ensure guest satisfaction. Additionally, the concierge will assist in training guest services teams in elevated concierge services, educating them on curating guest experiences and ensuring they have the necessary skills and information. This includes creating and updating informational resource documents for activities, dining, and local attractions. The role also involves providing professional guidance through leadership by example, elevating the cultural tone and decorum of team interactions, and practicing anticipation of guest needs. Diplomacy, courtesy, empathy, and tact are essential for seamless interactions. The concierge will professionally handle guest complaints, solve problems, and escalate unresolved issues to the Guest Services Manager. Administrative tasks, such as assisting with forecasting, associate scheduling, and responding to guest reviews, may also be assigned. The role includes providing telephone services, greeting and welcoming guests, building welcome packets, issuing keys, checking in guests, verifying identification and payment methods, and having full knowledge of property amenities, events, parking, and guest charges. Responsibilities extend to managing guest accounts, monitoring room availability, inspecting guest rooms, reviewing daily reports, communicating with other departments for maintenance and housekeeping issues, and handling guest messages, packages, and mail. The concierge will also make and confirm reservations when the reservations department is unavailable and ensure interdepartmental communication via email and Microsoft Teams. Maintaining the lobby and front desk area, setting up signage for events, assisting with inventory, and handling lost and found inquiries are also part of the duties. The role requires securing guest valuables, managing managerial keys, handling department banks and cash drawers, and posting/dropping incoming revenue. Training new staff and reviewing/delivering amenity orders are also included. Finally, the concierge will set up continental breakfasts, prepare pool areas, build and maintain fires, deliver bikes or golf carts, attend departmental meetings and training sessions, demonstrate a team-focused attitude, and understand and use safe work practices.

Requirements

3+ years direct guest service experience in a luxury hotel/resort environment
High School diploma/GED
Proficient with computers and learning technical systems
Strong understanding of lodging operations; reservations, appropriate guest service etiquette, etc.
Successful completion of satisfactory background check
Demonstrates natural leadership qualities with a positive, team-focused attitude
Available and willing to work flexible hours based on business needs including weekdays and weekends.
Demonstrates strong communication, organizational, and problem-solving skills.
Expresses sincere enthusiasm for the role and passion for guest service excellence
Must know how to prioritize, delegate, and respond in a timely fashion. Able to work under pressure, multi-task, and stay focused while maintaining hospitality.

Responsibilities

Act as point of contact between guests and the organization by promptly answering inquiries, directing phone calls, coordinating travel plans, and working to make sure each guest feels welcomed and taken care of.
Manage concierge email inbox
Book F&B reservations, make recommendations to internal programs, local attractions, and arrange logistics such as transportation for off-site guest activities for all in-house guests
Take full ownership of the guest experience, personally going above and beyond for all guests.
Assists in training guest services teams in elevated concierge services. Educates Guest Services team members on how to curate guest experiences. Ensure Guest Services team members have the skills and information to be successful in providing concierge services that exceed expectations.
Creates and continually updates informational resource documents to help Guest Services team members reference guest options for activities, dining, etc., and enhance the quality of guest experience.
Provide professional guidance through leadership by example, sharing with the guest services team appropriate phrases, terminology, and manners to use during guest interaction. Elevate the cultural tone, tenor, and decorum of how team members engage and respond to guests’ queries and needs.
Lead and practice anticipation of guest needs through reading of body language, facial expressions, or attitude.
Exercise diplomacy, courtesy, empathy, and tact as the key to seamless interactions with guest services team members and guests.
Professionally handle guest complaints, solve problems, apologize/emphasize standards during guest complaints, and consistently follow up. Communicate any elevated complaints that could not be resolved to the Guest Services Manager.
Assist Guest Services Manager with additional administrative assigned projects including insight on forecasting, associate scheduling, and responding to guest reviews/surveys.
Provide telephone services for guests, vendors, and all incoming inquiries and direct calls to the appropriate personnel.
Adhere to all provided KRC service scripts when addressing guests in person or over the phone.
Greet and welcome all guests in a professional and hospitable manner. Interact with guests in a respectful, cheerful, and polite manner. Engage to ensure we are meeting all guests’ needs.
Build welcome packets and issue keys as assigned.
Direct guests as they arrive onto the property accordingly.
Check in guests upon arrival and securely provide them with a room key. Communicate all necessary property and area information for them to have a successful stay.
Verify guests' identification upon check in and as needed upon room key requests.
Verify guest payment method at check in and check out. Complete the necessary authorization upon check in, and final processing of payment upon check out.
Have full knowledge of all parking options on property.
Be informed of all events taking place on property.
Assist guests in getting luggage to their rooms. Work closely will drivers and front desk agents to maximize guest experience.
Be fully knowledgeable of guest charges and fees and be able to explain fees and charges to guests.
Monitor guest accounts and post necessary charges as they occur. Monitor guest room charges posted by the restaurant and through group events.
Review accounts and charges with guests during the checkout process. Print a final folio/invoice for guests review prior to collecting final payment and answer any billing questions.
Monitor and assign rooms in guest services system as reservations come in. Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
Working knowledge of all rates, packages, groups, and booking restrictions.
Have a thorough working knowledge of hotel guest services/property management system.
Awareness of guestroom availability.
Inspect guest rooms for arrival.
Review administered reports daily, such as in-house rooming list, arrivals and departures.
Communicate closely with other departments, such as when a guest reports a maintenance work order or housekeeping issue to be addressed. Use Whistle to submit maintenance tickets and monitor cross-departmental communication during shift.
Receive and expedite all guest messages, packages, and mail received.
Make and confirm reservations over the phone as staffing allows and when the reservations department is not available. Work closely with centralized reservations team to align on room deposits, specialty reservations, VIPs, and groups.
Interdepartmental communication via email and Microsoft teams
Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions. Work closely with concierge when appropriate and necessary.
Monitor completion of Front Office shift reports/communication daily.
Maintain the lobby, sitting areas, and front desk area, ensuring beverage and snack stations are replenished and clean. Fix any uncleanliness, waste, newspapers/brochures, etc.
Set up signage for events and prepare areas for programming or activities functions.
Assist Guest Service Manager with inventory of breakfast/housekeeping dry good, ordering, and placing away orders.
Handle and oversee all lost and found inquiries, following proper guidelines. Work with housekeeping to ensure all items are reported, logged, and returned to the guest as soon as possible.
Securely retain guests' valuables in hotel safes or safe-deposit boxes as requested.
Responsible for safekeeping and issuance of managerial keys.
Responsible for safety and handling of department banks and any cash drawers. Count bank /with witness upon shift turnover. Ensure cash and any bank keys remain secure for duration of shift.
Post and drop/deposit all incoming revenue per shift.
Assist in training new staff as requested.
Review amenity orders for incoming arrivals. Make amenity deliveries to guest rooms as required.
Set up continental-style breakfasts and breakfast delivery service for guests
Unlock and prepare pool areas. Maintain cleanliness throughout pool use. Wash, dry, and fold guest pool towels
Build and maintain controlled fires in guest fireplaces and outdoor fire pits.
Deliver bikes or golf carts to guests as requested.
Attend departmental meetings and training sessions as required.
Demonstrate a team-focused attitude and encourage collaboration.
Understand and use safe work practices for all safety precautions including Emergency Evacuation Procedures, Violence in the Workplace, Accident Reporting, OSHA Compliance, and Bloodborne Pathogen Procedures.
Attend meetings and training sessions as required.
Comply with all policies as outlined in the Handbook, Property Supplement, or otherwise issued including time and attendance expectations, uniform and dress code standards, anti-harassment policy, and substances in the workplace.

Benefits

Employer-subsidized medical, dental, and vision insurance
Company-funded $25K in complimentary life insurance and $1K/mo. in disability
Optional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
Additional Health & Wellness benefits including prescription and gym membership discounts
Generous Paid Time Off package
Flexible and understanding work-life equality
Family Matters Program of 10+ weeks fully paid parental leave for new parents
401k employer match, up to 4% of salary
Competitive wages with ongoing market analysis with annual performance evaluations and compensation adjustments
Discounted employee and immediate family hotel rates as low as $59 per night at EOS Hospitality portfolio locations
Food and Beverage discount of 50% Off at EOS Hospitality portfolio locations
Pathways for growth and professional development including training and tuition reimbursement
Incentive opportunities for both hourly and managerial roles
Supportive, open workplace culture
Company-funded Employee Assistance Program for life and mental health resources