Concierge
About The Position
Serve as a welcoming, knowledgeable presence for guests before, during, and after arrival. Proactively identify guest needs and opportunities to elevate the stay. Communicate with appropriate departments and employees to ensure guests’ experience are above and beyond. Provide personalized recommendations for dining, attractions, transportation, shopping, and seasonal experiences. Arrange special amenities, transportation, special requests, and custom guest experiences. Support VIP, repeat, and special-occasion guests with an enhanced service level. Assist with guest issue resolution and service recovery when appropriate. Maintain alignment with Front Office SOPs and Resort service standards. Collaborates closely with Front Office and Activities Interns. Maintain and curate guest-facing information spaces. Be knowledgeable of information and ensure it is accurate, current, brand-aligned, and seasonally relevant. Partnering with Reservations, Front Office, Marketing, F&B and Activities, ensure updates related to hotel offerings, hours, events, and local partnerships. Own and utilize GIR platform to track and follow up on guest requests as a part of our commitment to delivering exceptional guest experiences. Support hotel-hosted events and experiences. Serve as a guest liaison during events. Share guest feedback and insights with leadership. Operate as a self-directed role with strong ownership and accountability. Communicate proactively with leadership regarding guest trends and opportunities. Work collaboratively across departments to ensure consistent guest messaging.
Requirements
- Ability to remain standing for up to 8 hours
- Ability to remain seated for up to 8 hours
- Ability to move quickly based on guest needs
- Ability to regularly move and lift up to 50 lbs.
- Ability to bend, stretch, and reach frequently, including above head, and repetitively during a shift
- Ability to view a digital computer/tablet screen for extended period of time, up to 8 hours
- Ability to communicate and exchange information effectively, often in a public/group setting
- Ability to work flexible hours based on business needs including midweek, weekends and holidays
- Previous hospitality or guest services experience preferred
- Professional and warm service style
- Proactive service style
- The ability to compose correspondence in a business professional manner
- Excellent communication, organization, and problem-solving skills
- Strong knowledge of Manchester, VT and surrounding areas
- Comfortable using hotel systems and digital platforms
- Ability to multitask in a fast-paced environment
- High School diploma/GED
Responsibilities
- Serve as a welcoming, knowledgeable presence for guests before, during, and after arrival
- Proactively identify guest needs and opportunities to elevate the stay
- Communicate with appropriate departments and employees to ensure guests’ experience are above and beyond
- Provide personalized recommendations for dining, attractions, transportation, shopping, and seasonal experiences
- Arrange special amenities, transportation, special requests, and custom guest experiences
- Support VIP, repeat, and special-occasion guests with an enhanced service level
- Assist with guest issue resolution and service recovery when appropriate
- Maintain alignment with Front Office SOPs and Resort service standards
- Collaborates closely with Front Office and Activities Interns
- Maintain and curate guest-facing information spaces
- Be knowledgeable of information and ensure it is accurate, current, brand-aligned, and seasonally relevant
- Partnering with Reservations, Front Office, Marketing, F&B and Activities, ensure updates related to hotel offerings, hours, events, and local partnerships
- Own and utilize GIR platform to track and follow up on guest requests as a part of our commitment to delivering exceptional guest experiences
- Support hotel-hosted events and experiences
- Serve as a guest liaison during events
- Share guest feedback and insights with leadership
- Operate as a self-directed role with strong ownership and accountability
- Communicate proactively with leadership regarding guest trends and opportunities
- Work collaboratively across departments to ensure consistent guest messaging
Benefits
- Time off package including state VT Sick time for all employees
- Generous PTO plan
- 10 paid Holidays for full-time status employees
- 3+ months fully paid parental leave for new parents
- 401k with employer match of up to 4% for all employees
- Complementary $25K in Life insurance for full-time employees
- $1K/mo. in long-term disability coverage for full-time employees
- Optional additional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
- Company-funded Employee Assistance Program for life challenges and mental health resources
- Health & Wellness benefits including prescription and gym membership discounts
- Competitive wages with ongoing market analysis
- Annual performance evaluations with eligible compensation adjustments
- Employee/Immediate Family Lodging Rates as low as $59 per night
- Friends and Family Lodging Discounts
- Dining Discount of 50% Off F&B at EOS Hospitality portfolio locations during travel
- Discounted lodging rates from New England Inn & Resort Association partners
- Pathways for growth and professional development including structured training
- Educational Reimbursement Program
- Internal referral bonus programs up to $500 per referral
- Incentive opportunities for both hourly and managerial roles
- Supportive, open workplace culture with flexible and understanding work-life equality
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
