Concierge - Beauport Hotel

Job Description

Job Description

Beauport Hotel is a premier waterfront destination on Massachusetts' North Shore. Our goal is to create memorable guest experiences, for every guest, every stay. The Beauport Hotel Gloucester Concierge provides personalized service and assistance to ensure that each guest's stay is a comfortable and memorable experience. This position is responsible for anticipating the unique requirements and preferences of each guest by deepening the relationship through effective listening and communication, managing all guest requests with professionalism and warmth, and curating unforgettable experiences while fostering lasting memories that keep guests returning. The role requires flexibility to work a variety of shifts, including weekends and holidays.

This position is full-time seasonal role. The typical schedule is 8am-4pm.

ESSENTIAL FUNCTIONS

Essential functions of the position are below. Additional duties may be assigned as required.

• Continuously refresh knowledge pertaining to current events, shopping, dining, entertainment, travel and points of interest in Cape Ann and the surrounding area.
• Explain, coordinate, book and track experiences for guests, including whale watches, museums, public sails, private charters, cultural activities, recreation and wellness excursions.
• Assist guests with booking restaurant reservations, arranging transportation, confirming flights, purchasing amenities, tracking and facilitating packages, ordering rental cars and forwarding luggage.
• Respond professionally and efficiently to emails and phone calls that come in throughout your shift about Concierge inquiries.
• Help develop relationships with local businesses to create new experiences and opportunities for our guests.
• Professionally manage guest issues and concerns and follow up to confirm resolution, whether solving problems independently or in coordination with other departments.
• Support the Front Office to check in, check-out and call guests who require assistance, as anticipated and requested.
• Support special events (surprise wedding proposals, room decorating for birthdays/anniversaries, etc)
• Maintain the accuracy of all Concierge Services records on an ongoing basis, while keeping brochures and other printed collateral for guests current.
• Create amenities using the 'Amenities to be Made' worksheet.
• Count inventory of relevant supplies and materials on a weekly basis.
• Complete and submit the daily Concierge Services checklist.
• Assist with monitoring common areas of the hotel to ensure cleanliness and upkeep, while helping to ensure guest stations are adequately stocked.
• Manage lost and found inquiries efficiently and professionally, following guidelines established by the Front Office and Housekeeping.
• Support all safety and emergency processes established by Group Management, including execution of the hotel Evacuation Plan.
• Step into any role needed to deliver exceptional guest service, including responsibilities beyond those outlined here.

JOB REQUIREMENTS

• At least 2 years' experience in a Concierge or similar role requiring advanced client relationship skills.
• The ability to connect with others and provide genuine hospitality.
• The ability to listen to others in order to understand their needs and wishes.
• The ability to work independently as well as across departments to delight guests and solve their issues.
• The ability to explain, coordinate, book and track guest experiences, while deepening relationships with local partners.
• Professional verbal and written communication skills.
• Proficiency with Microsoft Office applications including Word, Excel, PowerPoint and Outlook.
• Proficiency with retail Point of Sale (POS) systems and credit card processing.
• Familiarity with Property Management Systems (PMS) and Client Relationship Management (CRM) software.
• Ability to communicate effectively in the English language, both verbally and in writing.
• Ability to work a flexible schedule, including weekends and holidays.
• Salary range is $21-$22/hr

IDEAL CANDIDATE

• Genuinely enjoys creating unforgettable guest experiences and takes pride in warm, personalized service.
• An attentive listener who anticipates guest needs and preferences before being asked.
• Stays calm, professional, and solutions-focused when handling guest concerns or competing priorities.
• A resourceful relationship-builder who cultivates strong connections with local partners and businesses.
• Detail-oriented and organized, with a commitment to accuracy in bookings, records, and reporting.
• A dependable team player who is equally effective working independently and across departments.
• Adaptable and reliable, with the flexibility to support weekends and holidays.

WORKING CONDITIONS & PHYSICAL REQUIREMENTS

• Ability to stand/walk for 8 hours or more.
• Ability to lift 30 lbs.
• Ability to bend frequently during a shift.
• Work will primarily take place in front-of-house hotel areas and public spaces, including the lobby and front desk areas.
• May include outside locations with exposure to sun, heat, cold and changing weather conditions.
• Involves group and solo work.
• Must be willing to cross-train in the Front Office teams in order to gain proficiency with hotel systems and relevant policies and procedures.

Beauport Hospitality Group is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender (including pregnancy), age, religion, disability, sexual orientation, veteran status, or any other status or characteristic protected by law.