Resort Concierge

Description Short Description

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.

• 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

FLSA Status:
This is a non-exempt position, eligible for overtime in accordance with the Fair Labor Standards Act. This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act (FLSA). This position may be subject to overtime during high peak times, etc. as directed and approved by the supervisor.

This job description reflects the general responsibilities of the position and is not intended to be an exhaustive list. Duties and responsibilities may evolve over time based on operational needs.

• 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.

• 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

• Ability to anticipate guest…