Concierge Manager

Ocean House Management

Concierge Manager

A Collection Unlike Any Other

The Ocean House Collections includes 3 luxury properties. 

The Ocean House is a Forbes 5-Star property featuring 49 luxury guest rooms, 20 signature suites.  The Cottage Collection includes 10 privately owned vacation homes.  The Ocean & Harvest Spa is a 12,000 square foot Forbes Travel Guide 5 Star rated full-service health wellness spa. Over 10,000 square feet of indoor and outdoor meeting space. Up to 8 unique dining options during summer season including Coast, a Forbes Travel Guide 5 Star rated fine dining experience.

The Weekapaug Inn offers quintessentially New England accommodations that effortlessly combine casual comfort and luxurious furnishings. The Inn features 31 unique guest rooms and 4 two-bedroom signature suites. Farm-to-table dining utilizes the finest and freshest locally sourced ingredients, and inspired amenities and resort activities are designed to create extraordinary guest experiences. 

The Watch Hill Inn established in 1845, Watch Hill Inn carries with it a unique history marked by fame, natural disasters and, among all, resilience. Chic, minimalist decor intertwines with cutting edge technology like complimentary Apple TV, Netflix and an in-room iPad program that allows guests to order food and services to their door with the touch of a button.  The Inn features 21 suite style accommodations with unrestricted access to dining, amenities, and resort activities at both Ocean House and Weekapaug Inn.

Scope of Position

The Concierge Manager organizes and manages the responsibilities of the concierge department’s on-property services and communication to maximize guest satisfaction.  The Assistant Chef Concierge is responsible for managing our guest’s itineraries and bookings throughout their visit. They will also be responsible for the effective leadership and training of the concierge team to achieve Forbes Five-Star standards and exceed our guest’s expectations. The primary focus is to navigate incoming guests requests as well as those requests that are generated once the guests are on the property.  This includes the effective input of data into Maestro, OpenTable, and Alice programs to help form a presentable itinerary for the guest’s viewing. 

Hourly Staff Schedule Requirements

All employees are kindly asked to understand that the property operation is 24 hours a day 7 days a week, inclusive of all holidays.  While the company will make every attempt to create a work and life balance, all hourly paid team members may be asked to work extended shifts and additional days based on business demands. The busiest of days during the season (Memorial Day through Columbus Day) are the weekend days from Friday through Sunday and on holiday weekends that are celebrated on Mondays, this can include Mondays.  All seasonal staff must be aware and able to work all weekends; requesting time off for a holiday weekend may not and will likely not be granted.  The more flexible you are the more you can learn, grow, earn.

Reporting Relationship

Internal:  Reports to Director of Front Office / Chef Concierge. Works closely Front Office Manager and F&B Leadership.

Key Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Oversee daily operations of the Concierge Team, including participation in desk operations.
• Ensure the highest level of professionalism is always maintained through dialogue and personal appearance.
• Assist guests with all requests for on- and off-property dining, entertainment, travel, tourism and recreation.
• Maintain extensive knowledge and awareness of resort offerings and local area attractions, ensuring all knowledge is communicated to staff members.
• Maintain healthy, mutually beneficial relationships with local vendors, guides and transportation services.
• Create weekly staff schedules in collaboration with parallel department managers and Chef Concierge.
• Ensure payroll reporting is accurate and submitted in a timely manner.
• Ensure timely and accurate posting of charges for services rendered.
• Maintain accurate digital logbook of guest itineraries, constantly updated along with our guest’s changing needs.
• Communicate effectively with Front Desk, Housekeeping, Engineering and Food & Beverage teams to ensure guest requests are fulfilled.
• Use sound judgement to juggle competing priorities that can change at a moment’s notice.
• Monitor, stock and order office supplies.
• Prepare itineraries for arriving guests 24 hours in advance.
• Responsible for practicing, managing, and promoting the Company’s Statement of Purpose, Service Excellence Pillars, and Declarations so that it becomes an intricate part of the everyday operation.
• Represent the Company with a positive attitude and professional presentation.
• Follow sustainability guidelines and practices related to the Company’s sustainability programs.
• Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.

Required Job Knowledge, Skills, Experience, Education, and Qualifications

• A minimum of 3 years of experience working in a luxury hospitality environment, demonstrating a keen understanding of the needs of elite travelers.
• Previous management, front desk or food & beverage experience is preferred.
• Proficiency in English (oral and written).
• Knowledge of Maestro PMS and ALICE Suite is preferred.
• Excellent communication and people skills.
• Higher organizational and multitasking abilities.
• Problem-solving skills, resourcefulness.
• A can-do attitude- as long as it is legal and possible, you will make every effort

• Fluency in English both verbally and in writing
• Ability to perform job functions with attention to detail, speed and accuracy under pressure of tense/confrontational situations.
• Uphold the Company standards, policies, and procedures.
• Prioritize and organize tasks and work area.
• Ability to remain calm and resolve problems using good judgement as interpreted by the management.
• Follow directions.
• Work cohesively with co-workers as part of a team
• Maintain confidentiality of guest/employee information and pertinent company data

All your information will be kept confidential according to EEO guidelines.

Please apply direct at Careers - Ocean House (oceanhouseri.com)