Guest Experience Concierge

Answer incoming guest and external telephone calls promptly, warmly, and in accordance with luxury service standards. Create welcoming experiences by using refined language, active listening, and thoughtful engagement to anticipate guest needs regarding services, amenities, dining, spa, and local experiences. Direct and document Lost & Found inquiries, connect callers efficiently to appropriate departments, and resolve routine questions while escalating complex matters. Receive, document, dispatch, and follow through on guest requests, coordinating closely with Front Office, Housekeeping, Engineering, Food & Beverage, Spa, and Security to facilitate seamless service. Maintain professional telephone etiquette, protect guest privacy, and handle suspicious calls per established procedures. Serve as a primary communications point during emergencies, including medical incidents and evacuations, while maintaining calm and accurate communication. Review daily operational information, VIP activity, and events at the start of each shift, and maintain clear communication with team members to ensure continuity.