Resort Concierge

Open To External And Internal Candidates•Williamsburg, VA

3d•Onsite

About The Position

Concierge serve as a key ambassador of our luxury guest experience. This role delivers personalized, anticipatory service by curating itineraries, securing reservations, and coordinating seamless experiences across the Inn and Colonial Williamsburg. The Concierge plays a vital role in enhancing each guest’s stay through thoughtful engagement, local expertise, and attention to detail, while supporting operational flow and service excellence during both peak and day-to-day operations.

Requirements

High school diploma or equivalent
Minimum of 2 years of experience in hospitality, guest services, or a related field
Experience working in a luxury hotel, resort, or high-touch service environment
Experience using a property management system (e.g., Opera)
Experience managing guest requests, reservations, or service coordination in a fast-paced environment
Must possess a valid Commonwealth of Virginia driver’s license and have an acceptable driving record based on The Colonial Williamsburg Foundation’s criteria.
Must be able to provide a 5-year Motor Vehicle Record prior to employment
Must be at least 21 years of age
May not have more than 1 moving violation or at fault accident within 12 months
May not have more than 2 moving violations or at fault accidents within 36 months
May not have any serious motor vehicle violations including but not limited to excessive speeding, reckless driving, DUI/DWI, suspended or revoked license, etc.

Nice To Haves

Experience with Tessitura or similar ticketing systems
Experience using guest messaging platforms such as Akia
Familiarity with Colonial Williamsburg programming, historical sites, and local attractions
Prior concierge experience in a luxury hotel or resort setting
Experience with upselling or promoting guest experiences, amenities, or services
Knowledge of dining, transportation, and event offerings within the Williamsburg area

Responsibilities

Serve as the primary point of contact for guest experience curation, including dining reservations, Colonial Williamsburg programming, transportation, local recommendations, and special arrangements
Proactively engage guests pre-arrival and during stay to anticipate needs, personalize itineraries, and enhance the overall guest experience
Process, coordinate, and manage ticketing requests through Tessitura for Colonial Williamsburg programming, ensuring accuracy and timely fulfillment
Promote and upsell resort experiences, dining, tickets, amenities, and other guest offerings in support of both guest satisfaction and incremental revenue opportunities
Coordinate guest requests across departments, including Front Desk, Housekeeping, Bell Services, and Conference Services, to ensure seamless execution
Manage guest communications through systems such as Opera and Akia, ensuring all requests are documented, tracked, and completed in a timely manner
Arrange and oversee VIP arrivals, amenities, and special requests in alignment with Williamsburg Inn standards
Support arrival experience initiatives, including pre-arrival outreach and on-property engagement during peak periods
Maintain up-to-date knowledge of resort offerings, seasonal programming, and local partnerships to provide informed recommendations
Assist in resolving guest concerns promptly and coordinate service recovery efforts as needed
Maintain an active presence in the lobby and public spaces, engaging with guests and supporting overall service flow
Support Front Desk operations during high-volume periods to help ensure a seamless guest experience