Description

JOB SUMMARY:

Guest Experience & Concierge Services

• Serve as a welcoming, knowledgeable presence for guests before, during, and after arrival
• Proactively identify guest needs and opportunities to elevate the stay
• Communicate with appropriate departments and employees to ensure guests’ experience are above and beyond
• Provide personalized recommendations for dining, attractions, transportation, shopping, and seasonal experiences
• Arrange special amenities, transportation, special requests, and custom guest experiences
• Support VIP, repeat, and special-occasion guests with an enhanced service level
• Assist with guest issue resolution and service recovery when appropriate
• Maintain alignment with Front Office SOPs and Resort service standards
• Collaborates closely with Front Office and Activities Interns

Knowledge Base & Information Management

• Maintain and curate guest-facing information spaces
• Be knowledgeable of information and ensure it is accurate, current, brand-aligned, and seasonally relevant
• Partnering with Reservations, Front Office, Marketing, F&B and Activities, ensure updates related to hotel offerings, hours, events, and local partnerships
• Own and utilize GIR platform to track and follow up on guest requests as a part of our commitment to delivering exceptional guest experiences

Resort-Hosted Events & Experiences

• Support hotel-hosted events and experiences
• Serve as a guest liaison during events
• Share guest feedback and insights with leadership

Collaboration & Initiative

• Operate as a self-directed role with strong ownership and accountability
• Communicate proactively with leadership regarding guest trends and opportunities
• Work collaboratively across departments to ensure consistent guest messaging

We are proud to offer competitive wellness options and perks for both our Part Time and Full Time employees;

• Time off package including state VT Sick time for all employees, as well as a generous PTO plan plus 10 paid Holidays for full-time status employees
• EOS Family Matters Program of 3+ months fully paid parental leave for new parents
• Retirement savings option of 401k with employer match of up to 4% for all employees
• Complementary $25K in Life insurance and $1K/mo. in long-term disability coverage for full-time employees
• Optional additional Disability, Life and AD&D, Critical Illness, and Accident Insurance options
• Company-funded Employee Assistance Program for life challenges and mental health resources
• Additional Health & Wellness benefits including prescription and gym membership discounts
• Competitive wages with ongoing market analysis
• Annual performance evaluations with eligible compensation adjustments
• EOS Employee/Immediate Family Lodging Rates as low as $59 per night
• EOS Friends and Family Lodging Discounts
• EOS Dining Discount of 50% Off F&B at EOS Hospitality portfolio locations during travel
• Discounted lodging rates from New England Inn & Resort Association partners
• Pathways for growth and professional development including structured training and EOS Educational Reimbursement Program
• Internal referral bonus programs up to $500 per referral
• Incentive opportunities for both hourly and managerial roles
• Supportive, open workplace culture with flexible and understanding work-life equality

Compensation

This is an hourly position with the opportunity for full-time hours and a potential wage range of $20.00 to $23.00 per hour. Final compensation package offer is subject to change based on a variety of complex factors unique to each candidate including experience, education, skill set, and applicable certifications.

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 move quickly based on guest needs
• Ability to regularly move and lift up to 50 lbs.
• Ability to bend, stretch, and reach frequently, including above head, and repetitively during a shift
• 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 work flexible hours based on business needs including midweek, weekends and holidays

TECHNOLOGY AND EQUIPMENT USED:

• Computer
• Microsoft Office (Outlook/Word/Excel)
• Printer/Scanner/Copier
• Multi-line phone system
• Point of Sale Software
• Credit Card Processor

WORKING ENVIRONMENT:

• Work will primarily take place in the hotel/resort in both guest-facing and employee back of house areas.
• Professional office environment
• Frequent use of the phone and time spent calling and speaking with guests
• Some exterior work with exposure to extreme temperatures and weather conditions

KEY SKILLS & EXPERIENCE REQUIRED:

• Previous hospitality or guest services experience preferred
• Professional and warm service style
• Proactive service style
• The ability to compose correspondence in a business professional manner
• Excellent communication, organization, and problem-solving skills
• Strong knowledge of Manchester, VT and surrounding areas
• Comfortable using hotel systems and digital platforms
• Ability to multitask in a fast-paced environment
• High School diploma/GED

Equal Opportunity Employer

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.