Concierge

JOB SUMMARY:

Guest Experience & Concierge Services

• Serve as a welcoming, knowledgeable presence for guests before, during, and after arrival
• Proactively identify guest needs and opportunities to elevate the stay
• Communicate with appropriate departments and employees to ensure guests’ experience are above and beyond
• Provide personalized recommendations for dining, attractions, transportation, shopping, and seasonal experiences
• Arrange special amenities, transportation, special requests, and custom guest experiences
• Support VIP, repeat, and special-occasion guests with an enhanced service level
• Assist with guest issue resolution and service recovery when appropriate
• Maintain alignment with Front Office SOPs and Resort service standards
• Collaborates closely with Front Office and Activities Interns

Knowledge Base & Information Management

• Maintain and curate guest-facing information spaces
• Be knowledgeable of information and ensure it is accurate, current, brand-aligned, and seasonally relevant
• Partnering with Reservations, Front Office, Marketing, F&B and Activities, ensure updates related to hotel offerings, hours, events, and local partnerships
• Own and utilize GIR platform to track and follow up on guest requests as a part of our commitment to delivering exceptional guest experiences

Resort-Hosted Events & Experiences

• Support hotel-hosted events and experiences
• Serve as a guest liaison during events
• Share guest feedback and insights with leadership

Collaboration & Initiative

• Operate as a self-directed role with strong ownership and accountability
• Communicate proactively with leadership regarding guest trends and opportunities
• Work collaboratively across departments to ensure consistent guest messaging

We are proud to offer competitive wellness options and perks for both our Part Time and Full Time employees;

• Time off package including state VT Sick time for all employees, as well as a generous PTO plan plus 10 paid Holidays for full-time status employees
• EOS Family Matters Program of 3+ months fully paid parental leave for new parents
• Retirement savings option of 401k with employer match of up to 4% for all employees
• Complementary $25K in Life insurance and $1K/mo. in long-term disability coverage for full-time employees
• Optional additional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
• Company-funded Employee Assistance Program for life challenges and mental health resources
• Additional Health & Wellness benefits including prescription and gym membership discounts
• Competitive wages with ongoing market analysis
• Annual performance evaluations with eligible compensation adjustments
• EOS Employee/Immediate Family Lodging Rates as low as $59 per night
• EOS Friends and Family Lodging Discounts
• EOS Dining Discount of 50% Off F&B at EOS Hospitality portfolio locations during travel
• Discounted lodging rates from New England Inn & Resort Association partners
• Pathways for growth and professional development including structured training and EOS Educational Reimbursement Program
• Internal referral bonus programs up to $500 per referral
• Incentive opportunities for both hourly and managerial roles
• Supportive, open workplace culture with flexible and understanding work-life equality

Compensation

This is an hourly position with the opportunity for full-time hours and a potential wage range of $20.00 to $25.00 per hour. Final compensation package offer is subject to change based on a variety of complex factors unique to each candidate including experience, education, skill set, and applicable certifications.

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 move quickly based on guest needs
• Ability to regularly move and lift up to 50 lbs.
• Ability to bend, stretch, and reach frequently, including above head, and repetitively during a shift
• 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 work flexible hours based on business needs including midweek, weekends and holidays

TECHNOLOGY AND EQUIPMENT USED:

• Computer
• Microsoft Office (Outlook/Word/Excel)
• Printer/Scanner/Copier
• Multi-line phone system
• Point of Sale Software
• Credit Card Processor

WORKING ENVIRONMENT:

• Work will primarily take place in the hotel/resort in both guest-facing and employee back of house areas.
• Professional office environment
• Frequent use of the phone and time spent calling and speaking with guests
• Some exterior work with exposure to extreme temperatures and weather conditions

KEY SKILLS & EXPERIENCE REQUIRED:

• Previous hospitality or guest services experience preferred
• Professional and warm service style
• Proactive service style
• The ability to compose correspondence in a business professional manner
• Excellent communication, organization, and problem-solving skills
• Strong knowledge of Manchester, VT and surrounding areas
• Comfortable using hotel systems and digital platforms
• Ability to multitask in a fast-paced environment
• High School diploma/GED

Equal Opportunity Employer