Job Description

The Islands of Islamorada is seeking a guest services concierge to join their team of experienced hospitality professionals.

• Act as point of contact between guests and the organization by promptly answering inquiries, directing phone calls, coordinating travel plans, and working to make sure each guest feels welcomed and taken care of.
• Manage concierge email inbox
• Book F&B reservations, make recommendations to internal programs, local attractions, and arrange logistics such as transportation for off-site guest activities for all in-house guests
• Take full ownership of the guest experience, personally going above and beyond for all guests.
• Assists in training guest services teams in elevated concierge services. Educates Guest Services team members on how to curate guest experiences. Ensure Guest Services team members have the skills and information to be successful in providing concierge services that exceed expectations.
• Creates and continually updates informational resource documents to help Guest Services team members reference guest options for activities, dining, etc., and enhance the quality of guest experience. These may include; restaurant lists, day trip itineraries, seasonal off-site recreational activities, weather-appropriate children’s activities, bike routes with mileage, jogging routes with mileage, emergency medical & dental facilities, day spa facilities, hair and nail salons, fitness & yoga centers, boat and fishing expeditions, cultural and historical activities, art galleries, antique shops, agricultural fair schedules & food festival schedules, wineries/breweries/distilleries, and other seasonal activities.
• Provide professional guidance through leadership by example, sharing with the guest services team appropriate phrases, terminology, and manners to use during guest interaction. Elevate the cultural tone, tenor, and decorum of how team members engage and respond to guests’ queries and needs.
• Lead and practice anticipation of guest needs through reading of body language, facial expressions, or attitude.
• Exercise diplomacy, courtesy, empathy, and tact as the key to seamless interactions with guest services team members and guests.
• Professionally handle guest complaints, solve problems, apologize/emphasize standards during guest complaints, and consistently follow up. Communicate any elevated complaints that could not be resolved to the Guest Services Manager.
• Assist Guest Services leadership with additional administrative assigned projects including insight on forecasting, associate scheduling, and responding to guest reviews/surveys.
• Provide telephone services for guests, vendors, and all incoming inquiries and direct calls to the appropriate personnel.
• Adhere to all service scripts when addressing guests in person or over the phone.
• Greet and welcome all guests in a professional and hospitable manner. Interact with guests in a respectful, cheerful, and polite manner. Engage to ensure we are meeting all guests’ needs.
• Function as a guest service agent when appropriate including check in, directing guests, communicating all necessary property and area information, verify identification and payment.
• Have full knowledge of all parking options on property.
• Be informed of all events taking place on property.
• Assist guests in getting luggage to their rooms. Work closely will drivers and front desk agents to maximize guest experience.
• Monitor guest accounts and post necessary charges as they occur. Monitor guest room charges posted by the restaurant and through group events.
• Review accounts and charges with guests during the checkout process. Print a final folio/invoice for guests review prior to collecting final payment and answer any billing questions.
• Working knowledge of all rates, packages, groups, and booking restrictions.
• Inspect guest rooms for arrival as needed.
• Review administered reports daily, such as in-house rooming list, arrivals and departures.
• Communicate closely with other departments, such as when a guest reports a maintenance work order or housekeeping issue to be addressed.
• Receive and expedite guest messages, packages, and mail received.
• Make and confirm reservations over the phone as staffing allows and when the reservations department is not available. Work closely with centralized reservations team to align on room deposits, specialty reservations, VIPs, and groups.
• Set up signage for events and prepare areas for programming or activities functions.
• Handle lost and found inquiries, following proper guidelines. Work with housekeeping to ensure all items are reported and logged.
• Assist in training new staff as requested.
• Review amenity orders for incoming arrivals. Make amenity deliveries to guest rooms as required.
• Attend departmental meetings and training sessions as required.
• Demonstrate a team-focused attitude and encourage collaboration.
• Understand and use safe work practices for all safety precautions including Emergency Evacuation Procedures, Violence in the Workplace, Accident Reporting, OSHA Compliance, and Bloodborne Pathogen Procedures.
• Attend meetings and training sessions as required.
• Comply with all policies as outlined in the Handbook, Property Supplement, or otherwise issued including time and attendance expectations, uniform and dress code standards, anti-harassment policy, and substances in the workplace.

ESSENTIAL FUNCTIONS OF THE JOB:

• Ability to remain standing for up to 8 hours
• Ability to remain seated for up to 8 hours
• Ability to walk the property and grounds frequently
• Ability to move up and down stairs regularly
• Ability to move quickly based on guest needs
• Ability to regularly move and lift up to 30 lbs.
• Ability to use repetitive manual dexterity, such as typing, writing, and using a computer mouse.
• Ability to visibly survey property areas clearly with an eye for detail
• Ability to view a digital computer/tablet screen for extended period of time, up to 8 hours
• Ability to communicate and exchange information effectively, often in a public/group setting
• Ability to read, write, speak, and understand English
• Ability to complete a satisfactory background check
• Ability to perform assigned tasks, operate equipment, and complete job duties in a safe manner
• Ability to work flexible hours based on business needs including midweek and weekend days

KEY SKILLS & EXPERIENCE REQUIRED:

• 3+ years direct guest service experience in a luxury hotel/resort environment
• High School diploma/GED
• Proficient with computers and learning technical systems
• Strong understanding of lodging operations; reservations, appropriate guest service etiquette, etc.
• Successful completion of satisfactory background check
• Demonstrates natural leadership qualities with a positive, team-focused attitude
• Available and willing to work flexible hours based on business needs including weekdays and weekends.
• Demonstrates strong communication, organizational, and problem-solving skills.
• Expresses sincere enthusiasm for the role and passion for guest service excellence
• Must know how to prioritize, delegate, and respond in a timely fashion. Able to work under pressure, multi-task, and stay focused while maintaining hospitality.

BENEFITS & PERKS: