Concierge - Charles Orvis Inn

EOS•Manchester, VT

11d•Onsite

About The Position

This role is to be of service on property for guests, visitors and groups staying at the Charles Orvis Inn. 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.

Requirements

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
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