Pool Concierge

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.

• 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

• 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

• 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

• 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

• 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

Reports to the Pool & Beach Manager and Director of Pool & Beach.

• 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 40lbs (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

• 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

Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodation, please visit People Operations.

$27.00 Per Hour