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. Main Duties 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 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. Education and Experience 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. Preferred Qualifications 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 Key Skills/Competencies Ability to anticipate guest needs and deliver highly personalized, proactive service Strong knowledge of luxury service standards and guest experience expectations Excellent verbal and written communication skills, with the ability to engage confidently with a wide range of guests Ability to manage multiple priorities in a fast-paced, guest-facing environment Strong attention to detail and accuracy in coordinating reservations, tickets, and guest requests Problem-solving and service recovery skills, with the ability to resolve guest concerns effectively and professionally Ability to collaborate across departments to ensure seamless guest experiences Proficiency in property management and guest communication systems Ability to promote and recommend services, experiences, and amenities in a natural, guest-focused manner Strong organizational skills with the ability to follow through on tasks from initiation to completion Ability to maintain discretion and confidentiality, particularly with VIP and high-profile guests Flexibility and adaptability in a dynamic hospitality environment with changing priorities Physical and Environmental Demands Stand: Occasionally Walk: Occasionally Sit: Frequently Use hands/fingers: Frequently Climb or balance: Rarely Stoop/kneel/crouch/crawl: Rarely Reach with hands/arms: Occasionally Talk or hear: Frequently Lifting up to 10lbs: Occasionally Lifting up to 25lbs:Occasionally Lifting up to 50lbs(with assistance): Rarely Lifting up to 100lbs(with assistance): Rarely More than 100lbs(with assistance): Rarely Rich/humid conditions: Rarely Work near moving mechanical parts: Rarely Fumes/airborne particles: Rarely Extreme cold: Rarely Extreme heat: Rarely Typical Work Schedule Schedule Expectations: Standard work hours 9AM-5:30PM. This position requires flexibility, including evenings, weekends, and holidays, based on business demand. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr The Crescent Hotels Group