Guest Experience & Concierge Lead

Ensemble; California (MO); On-site; USD 42,000 - 64,000; Full time

Job summary

Bernardus Lodge delivers world class guest service and builds brand loyalty with each guest. Oversees and coordinates daily operations of the guest services staff; ensures maximum guest satisfaction in a gracious and professional manner.

The role requires greeting guests, guiding them through check-in/check-out, and coordinating concierge services to fulfill VIP requests and local experiences, while maintaining smooth daily workflows and a welcoming atmosphere.

Qualifications

• Proven strong background in Guest Relations or Guest Services.
• 1-2 years in guest services, reservations in luxury environment.
• Demonstrated proficiency in supervising, motivating subordinates, conflict resolution, problem solving and decision making.

Responsibilities

• Manage and supervise the day-to-day activities of the front desk, PBX, concierge and bell staff.
• Greet arriving and departing guests by always opening the front doors.
• Escort guests to their room, offering a detailed orientation of their guest room, restaurant & room service, spa and housekeeping services.
• Initiate courtesy call after check-in to ensure guest is satisfied with accommodations and offer assistance with resort needs.
• Provide Concierge service with dining reservations, wineries, entertainment, resort services, shopping, local events, maps and transportation needs.

Skills

Guest relations

Supervising

Conflict resolution

Problem solving

Communication

Education

High school diploma or GED

Job description

Bernardus Lodge delivers world class guest service and builds brand loyalty with each guest. Oversees and coordinates daily operations of the guest services staff; ensures maximum guest satisfaction in a gracious and professional manner.

The role requires greeting guests, guiding them through check-in/check-out, and coordinating concierge services to fulfill VIP requests and local experiences, while maintaining smooth daily workflows and a welcoming atmosphere.