Concierge - Homes of Distinction

Pyramid Global Hospitality•Captiva, FL

54d•Onsite

About The Position

The Homes of Distinction (HOD) Concierge serves as the primary point of contact for guests staying in South Seas Resort's exclusive collection of luxury private homes. This role delivers highly personalized, elevated service before arrival, throughout the stay, and following departure to ensure an exceptional luxury vacation experience. The HOD Concierge acts as a dedicated host and guest advocate, coordinating customized experiences, resort amenities, transportation, dining, activities, celebrations, and special requests while maintaining the highest standards of hospitality, discretion, and service excellence.

Requirements

High school diploma or equivalent and/or experience in a hotel or related field is preferred.
Must have a valid driver’s license, motor vehicle background check will be completed.
Minimum 2 years of luxury hospitality, concierge, guest services, hotel operations, or related experience.
Exceptional verbal and written communication skills.
Strong organizational and multitasking abilities.
Ability to work independently while coordinating across multiple departments.
Professional appearance and demeanor.
Strong hospitality mindset with a passion for creating memorable guest experiences.
Proficiency with Microsoft Office, reservation systems, and guest communication platforms
Ability to stand and walk for extended periods.
Ability to lift up to 25 pounds occasionally.
Ability to work outdoors in varying weather conditions.
Ability to drive a golf cart and move throughout the resort property.

Nice To Haves

Multilingual abilities are a PLUS.
Resort, luxury hotel, vacation rental, or destination concierge experience.
Knowledge of Captiva Island, Sanibel Island, and Southwest Florida attractions.
Multilingual abilities preferred.
Experience working with high-net-worth individuals and VIP guests.

Responsibilities

Contact guests prior to arrival to introduce concierge services and establish guest preferences.
Coordinate pre-arrival requests, including grocery stocking, celebration packages, wine and amenity deliveries, transportation arrangements, dining reservations, and recreational activities and excursions.
Review arrival details and special requests to ensure readiness before guest check-in.
Partner with Reservations, Front Office, Recreation, Housekeeping, Engineering, Food & Beverage, and Owner Relations to fulfill guest requests.
Personally welcome and assist arriving Homes of Distinction guests when appropriate.
Provide resort orientation and insider recommendations.
Serve as the primary contact for all guest needs during the stay.
Coordinate cabana reservations, water sports, boat charters, fishing excursions, dolphin cruises, golf cart rentals, dining experiences, and resort activities and events.
Anticipate guest needs and proactively deliver personalized service enhancements.
Design customized itineraries based on guest interests and preferences. Arrange VIP experiences and special occasion celebrations.
Promote and coordinate resort enhancements, upgrades, and ancillary revenue opportunities.
Maintain knowledge of local attractions, restaurants, shopping, charter experience, and island activities.
Build strong relationships with repeat guests and homeowners.
Resolve guest concerns promptly and professionally.
Document and communicate service issues to appropriate departments.
Follow through to ensure complete resolution.
Create memorable service recovery experiences when needed.
Monitor guest satisfaction and identify opportunities to exceed expectations.
Maintain accurate records of guest communications and concierge activities.
Track guest interactions, reservations, and sales activities.
Prepare daily activity reports and concierge summaries.
Support VIP arrival planning and special event coordination.
Ensure confidentiality of guest information and homeowner-related matters.
Promote resort experiences and enhancements.
Drive ancillary revenue through dining reservations, water sports, cabanas, excursions, celebration packages, pre-arrival amenities, and resort activities.
Meet established concierge sales and service goals.