Concierge

EOS•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. This position requires taking full ownership of the guest experience, going above and beyond for all guests, and assisting in training guest services teams in elevated concierge services. The role involves educating Guest Services team members on curating guest experiences, ensuring they have the necessary skills and information to provide exceptional concierge services. The concierge will also create and update informational resource documents for the Guest Services team, covering a wide range of guest options including dining, activities, emergency services, and local attractions. Professional guidance will be provided through leadership by example, sharing appropriate phrases, terminology, and manners for guest interactions, and elevating the cultural tone and decorum of team engagement. The role requires leading and practicing the anticipation of guest needs through observation, exercising diplomacy, courtesy, empathy, and tact. The concierge will professionally handle guest complaints, solve problems, and follow up consistently, escalating unresolved issues to the Guest Services Manager. Additional administrative projects may be assigned, including insights on forecasting, associate scheduling, and responding to guest reviews/surveys. The role also includes providing telephone services, greeting guests, interacting respectfully, and functioning as a guest service agent when needed, including check-in, verifying identification and payment, and having full knowledge of property amenities and events. The concierge will assist guests with luggage, work closely with drivers and front desk agents, monitor guest accounts and charges, review accounts with guests during checkout, and have working knowledge of rates, packages, and booking restrictions. Inspecting guest rooms, reviewing daily reports, communicating with other departments, handling lost and found inquiries, assisting in training new staff, and reviewing amenity orders are also key functions. Attending departmental meetings and training sessions, demonstrating a team-focused attitude, and understanding safe work practices are essential.

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.
Ability to remain standing for up to 8 hours
Ability to remain seated for up to 8 hours
Ability to walk the property and grounds frequently
Ability to move up and down stairs regularly
Ability to move quickly based on guest needs
Ability to regularly move and lift up to 30 lbs.
Ability to use repetitive manual dexterity, such as typing, writing, and using a computer mouse.
Ability to visibly survey property areas clearly with an eye for detail
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 read, write, speak, and understand English
Ability to complete a satisfactory background check
Ability to perform assigned tasks, operate equipment, and complete job duties in a safe manner
Ability to work flexible hours based on business needs including midweek and weekend days

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 leadership 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 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.
Function as a guest service agent when appropriate including check in, directing guests, communicating all necessary property and area information, verify identification and payment.
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.
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.
Working knowledge of all rates, packages, groups, and booking restrictions.
Inspect guest rooms for arrival as needed.
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.
Receive and expedite 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.
Set up signage for events and prepare areas for programming or activities functions.
Handle lost and found inquiries, following proper guidelines.
Work with housekeeping to ensure all items are reported and logged.
Assist in training new staff as requested.
Review amenity orders for incoming arrivals.
Make amenity deliveries to guest rooms as required.
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