Guest Services Lead
About The Position
Club 10 is the hospitality heart of The Resort at Hansen Park. We are looking for a Senior Concierge who can set the tone for service, professionalism, and resident experience every day. This is a high-visibility leadership role for someone who thrives in luxury hospitality, loves people, and knows how to handle complex requests with confidence and warmth. If you have experience in hotels, luxury retail, private clubs, casinos, airlines, high-end restaurants, or upscale residential communities, this role is built for your skill set. This is a chance to help shape the daily experience at one of the Tri-Cities most exciting lifestyle communities. If you take pride in guest experience, love leading from the front, and want to be part of something special at The Resort at Hansen Park, wed love to meet you.
Requirements
- 2+ years in hospitality, concierge, luxury retail, hotel front desk leadership, guest services, or high-touch customer experience
- Experience handling VIP guests, escalations, or service recovery situations
- Strong communication skills and professional presence
- Comfort with scheduling systems and basic computer tools
- Ability to stay organized and calm in a fast-paced environment
- Flexible availability including evenings and weekends
Nice To Haves
- Bilingual Spanish speakers are a huge plus
- We serve a diverse resident community, and Spanish language skills allow us to deliver a more inclusive and exceptional experience.
- Candidates who can confidently assist residents and guests in both English and Spanish are strongly encouraged to apply.
Responsibilities
- Serve as a primary ambassador delivering warm, polished, resort-level hospitality
- Create an inclusive, welcoming experience for residents, guests, and partners
- Handle complex or VIP requests with discretion and sound judgment
- Act as the working lead for Concierge team members, providing real-time guidance
- Model service standards, communication, and presentation expectations
- Help maintain calm, organized operations during busy periods
- Oversee amenity presentation and appropriate use of Club 10 spaces
- Enforce policies with professionalism and empathy
- Coordinate with Security, Leasing, Maintenance, and Housekeeping teams
- Monitor guest access and report safety or operational concerns
- Assist with resident events, reservations, and amenity scheduling
- Help create memorable moments that make Club 10 feel like a true third space for residents
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
