Concierge - Charles Orvis Inn

Job Summary

This role serves guests, visitors, and groups at the Charles Orvis Inn. Serve as a welcoming, knowledgeable presence before and during their stay. Identify guest needs and opportunities to enhance their experience.

About the role

Maintain alignment with Front Office SOPs and Resort service standards. Collaborate closely with Front Office and Activities Interns.

Responsibilities

• Serve as a welcoming, knowledgeable presence for guests before and during their stay.
• Proactively identify guest needs and opportunities to elevate the stay.
• Prepare and setup a continental breakfast and serve in-house guests from 7 AM to 10 AM.
• Prepare, setup, and breakdown afternoon honor bar and be available to reserve guest evening dining experiences and activities from 3 PM to 7 PM.
• Communicate with appropriate departments and employees to ensure guests' experiences are above and beyond.
• 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 guest-facing information spaces and ensure accuracy, currentness, brand alignment, and seasonality.
• Support hotel-hosted events and experiences as a guest liaison.
• Collaborate closely with Front Office and Activities Interns.
• 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.

Requirements

• 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 periods, 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.
• Frequent use of the phone and time spent calling and speaking with guests.
• Exposure to extreme temperatures and weather conditions.

Key Skills & Experience Required

• Previous hospitality or guest services experience preferred.
• Professional and warm service style.
• Organize and set up/breakdown food and drink products in a professional and presentable fashion.
• 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.

Benefits

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 part-time hours and a potential wage range of $18.00 to $22.00 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.