Pool Concierge

Starwood Hotels

9d•$27

About The Position

POSITION OVERVIEW The Pool Concierge curates a seamless, elevated arrival and social experience at the pool by managing guest flow, reservations, and personalized interactions. This role serves as the primary guest-facing host and experience coordinator, focusing on relationship-building, communication, and service orchestration rather than physical pool deck operations.

Requirements

1+ year experience in hospitality, resort service, or luxury guest-facing roles preferred
Strong communication skills and ability to connect naturally with guests
Comfortable working outdoors for extended periods in sun/heat and wet environments
Ability to stand/walk for long periods and lift up to 40 lbs (towels, chair adjustments, supplies)
Strong sense of urgency, organization, and pride in maintaining a pristine environment
Ability to work smoothly across teams (Pool, F&B, Housekeeping, Engineering)
Flexible schedule including weekends, holidays, and seasonal peak times

Nice To Haves

Prior experience supporting cabanas, VIP pool decks, or luxury resorts
Familiarity with high-touch service standards and guest recovery practices
CPR/First Aid certification
Concierge or Host experience

Responsibilities

Guest Experience & Flow Management Serve as the primary welcome point for pool guests, setting the tone through polished, confident, and personalized interaction
Manage guest arrival flow, seating assignments, and cabana allocations in alignment with reservations and capacity guidelines
Register and check in hotel guests, members, and outside reservations using designated systems
Maintain real-time awareness of availability and wait times, clearly communicating expectations to guests
Reservations, Sales & Revenue Support Sell, reserve, and manage cabanas and premium seating in accordance with brand standards
Enter and maintain accurate reservations for hotel and non-hotel guests
Support pool retail or merchandise transactions at the concierge desk as applicable
Assist with VIP experiences, celebrations, and special activations by coordinating details in advance
Service Coordination & Communication Act as the central communication hub between guests, pool attendants, servers, and leadership
Relay guest preferences, special requests, and timing needs to operational teams
Partner with Food & Beverage leadership to support smooth service pacing and elevated guest touchpoints
Escalate guest concerns or service gaps promptly and professionally
Brand Standards & Oversight Ensure guest-facing areas reflect brand presentation standards through observation and coordination (not execution)
Monitor adherence to policies with a gracious, guest-forward approach
Observe and report safety, maintenance, or cleanliness concerns to the appropriate department
Luxury Service Expectations Deliver anticipatory hospitality through attentiveness, memory, and thoughtful personalization
Build rapport that encourages repeat visits and brand loyalty
Maintain discretion, composure, and confidence during high-volume service periods
Represent the brand through presence, tone, and emotional intelligence