Luxury Front Desk Concierge — Guest Experience Lead

The Umstead Hotel & Spa; Cary (NC); On-site; USD 42,000 - 56,000; Full time

Job summary

The Umstead Hotel & Spa in Cary, NC seeks a dedicated Concierge to enhance guest experiences at a luxury property. You will assist with guest requests, coordinate itineraries, and inform guests about hotel services and local attractions.

The role requires flexible scheduling (days, nights, weekends, holidays), strong guest relations, and teamwork. Prior luxury/hospitality experience and knowledge of the Raleigh-Durham area are preferred.

Qualifications

• High School degree or equivalent required.
• 1+ year of Customer Service experience (preferred)
• Bachelor's Degree preferably in hospitality or hotel management preferred
• Good working knowledge of the Raleigh/Durham/Cary and surrounding areas.
• Experience working at luxury property or hotel preferred
• Must be able to operate switchboard, fax, key equipment, credit card machines and printers, hotel alarm systems, and other Front Office equipment.
• Communicates effectively with colleagues, guests, and supervisors.
• Ability to work as a team as well as individually.

Responsibilities

• Accepts flexible work schedule necessary for uninterrupted service to hotel guests; this includes working days, nights, weekends, and holidays.
• Coordinate and properly document all guest requests for special arrangements or services; prepares itineraries.
• Courteously and efficiently inform guests of hotel services, features and room amenities
• Displays excellent verbal, written, and guest relations skills; attention to detail and strong follow thru skills
• Keeps area maps, brochures and other literature up to date and well organized
• Respond to all guest complaints and problems ensuring all departments concerned are informed.
• Must be able to walk, stand, sit, stoop or bend for duration of shift (at least 8 hrs.).
• Be well versed with the Raleigh/Durham area; i.e., social, cultural, historical and physical attractions.
• Perform all duties assigned by the Front Office Manager and Manager on Duty.
• Maintain and control concierge equipment.
• Demonstrate teamwork by cooperating and assisting colleagues as needed
• Responsible for receiving, recording, and having guest faxes delivered in a timely manner
• Be well versed in the standards of operation for AAA Five Diamond, Forbes Five Star and Leading Hotels of the World.

Skills

Customer service

Guest relations

Teamwork

Communication

Education

High School diploma or equivalent

Bachelor's Degree in hospitality or hotel management preferred

Job description

The Umstead Hotel & Spa in Cary, NC seeks a dedicated Concierge to enhance guest experiences at a luxury property. You will assist with guest requests, coordinate itineraries, and inform guests about hotel services and local attractions.

The role requires flexible scheduling (days, nights, weekends, holidays), strong guest relations, and teamwork. Prior luxury/hospitality experience and knowledge of the Raleigh-Durham area are preferred.