Pool Concierge

Starwood Hotels
$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
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