Concierge - Charles Orvis Inn

EOS Hospitality•Manchester, VT

11d•$18 - $22•Onsite

About The Position

This role is to be of service on property for guests, visitors and groups staying at the Charles Orvis Inn. The Concierge will serve as a welcoming, knowledgeable presence for guests before and during their stay, proactively identifying guest needs and opportunities to elevate their experience. Responsibilities include preparing and serving a continental breakfast, managing the afternoon honor bar, and being available onsite to assist with guest dining and activity reservations. The role involves communicating with various departments to ensure exceptional guest experiences, providing personalized recommendations, arranging special amenities and requests, and supporting VIP guests. The Concierge will also assist with guest issue resolution and maintain alignment with Front Office SOPs and Resort service standards, collaborating closely with Front Office and Activities Interns. Additionally, the role involves maintaining and curating guest-facing information, ensuring its accuracy and relevance, and utilizing the GIR platform to track guest requests. The Concierge will also support hotel-hosted events and experiences, acting as a guest liaison and sharing guest feedback with leadership. This is a self-directed role requiring strong ownership, accountability, and proactive communication with leadership regarding guest trends and opportunities, as well as collaboration across departments.

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
Computer
Microsoft Office (Outlook/Word/Excel)
Printer/Scanner/Copier
Multi-line phone system
Point of Sale Software
Credit Card Processor
Previous hospitality or guest services experience preferred
Professional and warm service style
Ability to organize and set up/breakdown food and drink products in a professional and presentable fashion
Ability to proactively plan and work with the food & beverage and culinary team
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 and during guests stay
Proactively identify guest needs and opportunities to elevate the stay
Prepare and setup a continental breakfast and serve in house guests mainly during the time period of 7 AM – 10 AM timeframe each day.
Prepare, setup and breakdown afternoon honor bar and be available onsite to reserve guest evening dining experiences and activities mainly during the time period of 3 PM through 7 PM
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
Collaborate 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 plus 10 paid Holidays for full-time status employees
EOS Family Matters Program of 3+ months fully paid parental leave for new parents
Retirement savings option of 401k with employer match of up to 4% for all employees
Complementary $25K in Life insurance and $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
Additional Health & Wellness benefits including prescription and gym membership discounts
Competitive wages with ongoing market analysis
Annual performance evaluations with eligible compensation adjustments
EOS Employee/Immediate Family Lodging Rates as low as $59 per night
EOS Friends and Family Lodging Discounts
EOS 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 and EOS 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