Concierge

The Islands of Islamorada is seeking a guest services concierge to join their team of experienced hospitality professionals.

JOB SUMMARY:

• Act as point of contact between guests and the organization by promptly answering inquiries, directing phone calls, coordinating travel plans, and working to make sure each guest feels welcomed and taken care of.
• Manage concierge email inbox
• Book F&B reservations, make recommendations to internal programs, local attractions, and arrange logistics such as transportation for off-site guest activities for all in-house guests
• Take full ownership of the guest experience, personally going above and beyond for all guests.
• Assists in training guest services teams in elevated concierge services. Educates Guest Services team members on how to curate guest experiences. Ensure Guest Services team members have the skills and information to be successful in providing concierge services that exceed expectations.
• Creates and continually updates informational resource documents to help Guest Services team members reference guest options for activities, dining, etc., and enhance the quality of guest experience. These may include; restaurant lists, day trip itineraries, seasonal off-site recreational activities, weather-appropriate children's activities, bike routes with mileage, jogging routes with mileage, emergency medical & dental facilities, day spa facilities, hair and nail salons, fitness & yoga centers, boat and fishing expeditions, cultural and historical activities, art galleries, antique shops, agricultural fair schedules & food festival schedules, local wineries and breweries, and other seasonal activities such as apple or berry picking.
• Provide professional guidance through leadership by example, sharing with the guest services team appropriate phrases, terminology, and manners to use during guest interaction. Elevate the cultural tone, tenor, and decorum of how team members engage and respond to guests' queries and needs.
• Lead and practice anticipation of guest needs through reading of body language, facial expressions, or attitude.
• Exercise diplomacy, courtesy, empathy, and tact as the key to seamless interactions with guest services team members and guests.
• Professionally handle guest complaints, solve problems, apologize/emphasize standards during guest complaints, and consistently follow up. Communicate any elevated complaints that could not be resolved to the Guest Services Manager.
• Assist Guest Services Manager with additional administrative assigned projects including insight on forecasting, associate scheduling, and responding to guest reviews/surveys.
• Provide telephone services for guests, vendors, and all incoming inquiries and direct calls to the appropriate personnel.
• Adhere to all provided KRC service scripts when addressing guests in person or over the phone.
• Greet and welcome all guests in a professional and hospitable manner. Interact with guests in a respectful, cheerful, and polite manner. Engage to ensure we are meeting all guests' needs.
• Build welcome packets and issue keys as assigned.
• Direct guests as they arrive onto the property accordingly.
• Check in guests upon arrival and securely provide them with a room key. Communicate all necessary property and area information for them to have a successful stay.
• Verify guests identification upon check in and as needed upon room key requests.
• Verify guest payment method at check in and check out. Complete the necessary authorization upon check in, and final processing of payment upon check out.
• Have full knowledge of all parking options on property.
• Be informed of all events taking place on property.
• Assist guests in getting luggage to their rooms. Work closely will drivers and front desk agents to maximize guest experience.
• Be fully knowledgeable of guest charges and fees and be able to explain fees and charges to guests.
• Monitor guest accounts and post necessary charges as they occur. Monitor guest room charges posted by the restaurant and through group events.
• Review accounts and charges with guests during the checkout process. Print a final folio/invoice for guests review prior to collecting final payment and answer any billing questions.
• Monitor and assign rooms in guest services system as reservations come in. Advise housekeeping staff when rooms have been vacated and are ready for cleaning.
• Working knowledge of all rates, packages, groups, and booking restrictions.
• Have a thorough working knowledge of hotel guest services/property management system.
• Awareness of guestroom availability.
• Inspect guest rooms for arrival.
• Review administered reports daily, such as in-house rooming list, arrivals and departures.
• Communicate closely with other departments, such as when a guest reports a maintenance work order or housekeeping issue to be addressed. Use Whistle to submit maintenance tickets and monitor cross-departmental communication during shift.
• Receive and expedite all guest messages, packages, and mail received.
• Make and confirm reservations over the phone as staffing allows and when the reservations department is not available. Work closely with centralized reservations team to align on room deposits, specialty reservations, VIPs, and groups.
• Interdepartmental communication via email and Microsoft teams
• Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions. Work closely with concierge when appropriate and necessary.
• Monitor completion of Front Office shift reports/communication daily.
• Maintain the lobby, sitting areas, and front desk area, ensuring beverage and snack stations are replenished and clean. Fix any uncleanliness, waste, newspapers/brochures, etc.
• Set up signage for events and prepare areas for programming or activities functions.
• Assist Guest Service Manager with inventory of breakfast/housekeeping dry good, ordering, and placing away orders.
• Handle and oversee all lost and found inquiries, following proper guidelines. Work with housekeeping to ensure all items are reported, logged, and returned to the guest as soon as possible.
• Securely retain guests valuables in hotel safes or safe-deposit boxes as requested.
• Responsible for safekeeping and issuance of managerial keys.
• Responsible for safety and handling of department banks and any cash drawers. Count bank /with witness upon shift turnover. Ensure cash and any bank keys remain secure for duration of shift.
• Post and drop/deposit all incoming revenue per shift.
• Assist in training new staff as requested.
• Review amenity orders for incoming arrivals. Make amenity deliveries to guest rooms as required.
• Set up continental-style breakfasts and breakfast delivery service for guests
• Unlock and prepare pool areas. Maintain cleanliness throughout pool use. Wash, dry, and fold guest pool towels
• Build and maintain controlled fires in guest fireplaces and outdoor fire pits.
• Deliver bikes or golf carts to guests as requested.
• Attend departmental meetings and training sessions as required.
• Demonstrate a team-focused attitude and encourage collaboration.
• Understand and use safe work practices for all safety precautions including Emergency Evacuation Procedures, Violence in the Workplace, Accident Reporting, OSHA Compliance, and Bloodborne Pathogen Procedures.
• Attend meetings and training sessions as required.
• Comply with all policies as outlined in the Handbook, Property Supplement, or otherwise issued including time and attendance expectations, uniform and dress code standards, anti-harassment policy, and substances in the workplace.

ESSENTIAL FUNCTIONS OF THE JOB:

• Ability to remain standing for up to 8 hours
• Ability to remain seated for up to 8 hours
• Ability to walk the property and grounds frequently
• Ability to move up and down stairs regularly
• Ability to move quickly based on guest needs
• Ability to regularly move and lift up to 30 lbs.
• Ability to use repetitive manual dexterity, such as typing, writing, and using a computer mouse.
• Ability to visibly survey property areas clearly with an eye for detail
• Ability to view a digital computer/tablet screen for extended period of time, up to 8 hours
• Ability to communicate and exchange information effectively, often in a public/group setting
• Ability to read, write, speak, and understand English
• Ability to complete a satisfactory background check
• Ability to perform assigned tasks, operate equipment, and complete job duties in a safe manner
• Ability to work flexible hours based on business needs including midweek and weekend days

KEY SKILLS & EXPERIENCE REQUIRED:

• 3+ years direct guest service experience in a luxury hotel/resort environment
• High School diploma/GED
• Proficient with computers and learning technical systems
• Strong understanding of lodging operations; reservations, appropriate guest service etiquette, etc.
• Successful completion of satisfactory background check
• Demonstrates natural leadership qualities with a positive, team-focused attitude
• Available and willing to work flexible hours based on business needs including weekdays and weekends.
• Demonstrates strong communication, organizational, and problem-solving skills.
• Expresses sincere enthusiasm for the role and passion for guest service excellence
• Must know how to prioritize, delegate, and respond in a timely fashion. Able to work under pressure, multi-task, and stay focused while maintaining hospitality.

BENEFITS & PERKS:

• Employer-subsidized medical, dental, and vision insurance
• Company-funded $25K in complimentary life insurance and $1K/mo. in disability
• Optional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
• Additional Health & Wellness benefits including prescription and gym membership discounts
• Generous Paid Time Off package
• Flexible and understanding work-life equality
• Family Matters Program of 10+ weeks fully paid parental leave for new parents
• 401k employer match, up to 4% of salary
• Competitive wages with ongoing market analysis with annual performance evaluations and compensation adjustments
• Discounted employee and immediate family hotel rates as low as $59 per night at EOS Hospitality portfolio locations
• Food and Beverage discount of 50% Off at EOS Hospitality portfolio locations
• Pathways for growth and professional development including training and tuition reimbursement
• Incentive opportunities for both hourly and managerial roles
• Supportive, open workplace culture
• Company-funded Employee Assistance Program for life and mental health resources

ABOUT US:

Nestled in the heart of the Florida Keys, The Islands of Islamorada offers employees the opportunity to build a rewarding hospitality career in a stunning waterfront setting. Team members enjoy a welcoming, service-focused culture where collaboration, growth, and creating unforgettable guest experiences are at the center of everything they do. Whether youre looking to advance your career or embrace the laid-back island lifestyle, The Islands of Islamorada provides a unique workplace where work feels like a destination. Newly operated by EOS Hospitality in July of 2026, we look forward to ushering a new phase for this luxury service property.

Visit us online at Islands of Islamorada Resort - Official Site - A Florida Keys Luxury Resort and explore our parent company, EOS Hospitality for more information about the amazing ways we're making a difference.