Part-Time Concierge

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.
• 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…