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Lead Guest Services Concierge - Full Time

Lead Guest Services Concierge - Full Time

Requisition ID 
# of Openings 
Job Locations 
US-FL-Amelia Island
Posted Date 
Category (Portal Searching) 
Front Office Operations

More information about this job


Amelia Island Plantation Resort


Amelia Island


The $85 million Re-Imagination of Omni Amelia Island Plantation Resort is complete and is beginning another chapter in our resort's storied history. Explore 3.5 miles of pristine beach, discover scenic marshlands and savor new culinary concepts at nine superb restaurants. Relax on the largest pool deck in Northeast Florida with two stunning pools, tiered lounge seating, three fire features, two hot tubs and a splash park for kids -- all featuring spectacular Atlantic Ocean views.


Omni Amelia Island Plantation associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Amelia Island Plantation Resort may be your perfect match.

Job Description

To provide assistance and services to guests in order to ensure that their arrival and departure experience is pleasurable and informative. Provide assistance, support and training to Concierge team.


  • Assist in making reservations for restaurants and limousines for our guests; assist in airline ticket/tour ticket requests and taxi/shuttle scheduling as needed.
  • Arrange special requests for guests including and not limited to flowers, rental cars, forwarding luggage, sight-seeing tours and advising of different quality local shopping areas.
  • Be familiar with all systems and equipments as related to the Front Office (Opera,
  • GoConcierge, Synergy, SALTO, Two-Way Radio Dispatch, ISD Firepanel).
  • Be able to assist with guests checking in and checking out as needed.
  • Ensure that the public areas (lobby) are maintained, clean and tidy by partnering with Housekeeping.
  • Ensure the delivery of parcels, mail, special deliveries, etc. to guest rooms.
  • Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
  • Be familiar with local attractions and businesses. Be sure to recommend on-site venues first.
  • Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program,    Frequent Flyer Mileage Program, Laundry Services, and Omni Kids Program).
  • Be familiar with all hotel facilities (F&B Outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space & Parking Garage).
  • Attend all designated staff meetings and training sessions.
  • Understand the importance of our Medallia scores.
  • Proper phone etiquette; answering the phone with a smile in your voice.
  • Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
  • Deliver personalized, memorable guest experiences by utilizing the Power of One.
  • Understand all Moments of Service scenarios.
  • Perform other duties & special projects as assigned by the management team.
  • Effectively delegate and supervise day-to-day operating tasks of Concierge staff.
  • Assist in the transport and storage of guests luggage (VIP’s and Select Guest members)
  • Transport to guest meeting area; Omni meeting rooms
  • Notify the Front Desk of VIP arrivals whenever possible
  • Accommodate all Select Guest privileges
  • Perform room change and lock out procedures
  • Act as an advocate and point of contact for all Select Guests
  • Resolve all Select Guest complaints on the spot.  Remember the Power of One.  You are empowered to anticipate guest desires and proactively deliver and resolve complaints with appropriate measures that match the magnitude of the complaint.
  •  Identify all arriving Select Guests; ensure they receive all of their personalized preferences.  Ensure they receive airline miles if their stay qualifies.
  • Perform Moments of Service success checklist reviews in all relevant departments regarding Select Guest standards. (Spot-check to make sure Select Guest benefits are being delivered properly.)
  • Act as liaison with the corporate office and other properties regarding Select Guests
  •  Participate in monthly Select Guest calls with counterparts at other hotels for training, to share best practices and review new initiatives and programs
  • Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.



  • Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
  • Ability to accurately and efficiently input information into computer systems
  • Ability to work cohesively with co-workers both within and outside of your department
  • Ability to compute accurate mathematical calculations
  • Ability to think clearly, quickly and make concise decisions
  • Ability to prioritize, organize and follow up
  • Ability to work well under pressure, dealing with many arrivals and departures within a short period of time
  • Previous customer service experience
  • Previous hotel front desk experience is strongly preferred
  • Previous cashiering experience is preferred
  • Fluency in a foreign language is preferred
  • Previous guest relations training is preferred