Guest Experience & Communication

• Serve as the primary point of contact for guests through the pre-arrival process; gathers preferences, dietary restrictions, allergies, medical needs, activity interest, arrival method and timing.
• Manage communications via email, phone, and text, ensuring clarity, warmth, and professionalism.
• Create and manage individualized guest itineraries tailored to age, interests, and group composition.
• Coordinate with team to greet and bid farewell to guests, ensuring seamless arrivals and departures.
• Conduct end-of-day/evening check-ins with guests to confirm next-day activities and address special requests.

Operational Coordination

• Coordinate with Housekeeping, Activities and Wellness departments to deliver consistent, high-quality service.
• Coordinate with the Hospitality Administrator regarding check-in and check-out processes, including incidentals and invoicing.
• Ensure all guest itinerary and service data is accurately recorded and maintained in the guest reservations system.
• Assist with other duties as required.

Property Standards & Supervision

• Conduct daily walkthroughs to ensure guest rooms are in pristine condition; welcome amenities, welcome cards and itineraries are placed; mini bars are properly stocked and presented.
• Promptly report issues to Housekeeping, Maintenance, or Landscaping teams.
• Uphold and promote sustainability and conservation principles in all guest and staff interactions.
• Support the design and coordination of unique guest experiences in collaboration with consultants and the Director of Hospitality.
• Actively contribute ideas for risk prevention and guest/staff safety; serve in the rotation for manager on duty in the emergency response plan.

Internal & External Collaboration

• Internal Teams: Restaurant & Bar, Guest Relations, Spa/Fitness, HR, Reservations, Landscaping, Maintenance, Finance, and others.
• External Partners: Travel providers, tour guides, local artisans, wellness specialists, and other service vendors.
• Objective: Maintain seamless communication, uphold service excellence, and deliver personalized, enriching guest experiences.

Knowledge: Professionalism, integrity, warmth, and empathy. Possess and maintain a valid driver’s license and maintain an acceptable motor vehicle driving record.

Skill: Exceptional communication and interpersonal skills. Strong leadership and organizational abilities. Commitment to service excellence and guest satisfaction. Familiarity with hospitality software systems (e.g., Skill or similar platforms).

Ability: Problem solving, initiative, team-oriented leadership, adaptability, poise under pressure, and attention to detail.

Education: High school diploma required; university-level studies in Hospitality or Business Administration preferred.

Experience: Minimum 5 years in luxury hospitality, concierge, or guest services roles. Proven experience managing cross-functional service teams.

All offers of employment are contingent upon the successful completion of a reference check, employment and education verification, and a criminal conviction record check.

This is a full-time position, paid salary. We offer competitive compensation and excellent benefits including health, dental, vision insurance, 401(k), employee assistance program, life insurance, paid time off, and more.

The application deadline for this position is March 6, 2026.