Concierge - Homes of Distinction

Pyramid Global Hospitality is a leading hospitality management company with a portfolio of more than 200 hotels and resorts and over 18,000 associates across the United States, Caribbean, and Europe. Our platform includes Benchmark Resorts & Hotels, a collection of distinctive independent properties; Axiom Hospitality, our European hotel management company; and PYRAMIDWORKS, which provides integrated workplace and facilities services. With corporate offices in Boston, The Woodlands, Texas, and London, Pyramid combines global scale with a hands-on approach focused on exceptional service, operational excellence, and long-term partnerships.

At Pyramid, our people are at the heart of everything we do. We are committed to creating an environment where associates are respected, supported, and empowered to grow their careers. Team members have the opportunity to collaborate directly with experienced leaders, take on meaningful stretch assignments, and gain exposure to a diverse portfolio of properties, brands, and markets. Whether you are beginning your hospitality career or bringing years of experience, you'll find opportunities to learn, develop, and make an impact.

Our commitment to associates, guests, owners, and the communities we serve has helped make Pyramid and our properties among the most recognized in hospitality. From being named among the best places to work by respected publications such as USA Today, The Boston Globe, and The Houston Chronicle to earning top travel accolades from Travel + Leisure, Condé Nast Traveler, Forbes Travel Guide, and U.S. News & World Report, these recognitions reflect the culture, service excellence, and commitment to people that define the Pyramid experience.

About our property:

Welcome to South Seas, a premier resort destination in the Pyramid Global Hospitality portfolio, located on the beautiful shores of Captiva Island, Florida. Featuring 279 guest rooms and over 7,000 sq ft of meeting and event space, South Seas spans 330 acres of coastal beauty, offering a truly unique setting for hospitality professionals.

At South Seas, team members have the opportunity to be part of a resort experience unlike any other, surrounded by pristine beaches, a thriving wildlife preserve, and a setting that showcases the best of Southwest Florida. From supporting memorable events to delivering exceptional guest experiences across the resort's diverse offerings, every role plays an important part in bringing the South Seas experience to life.

Joining our team means becoming part of a people-first culture that values teamwork, growth, and a passion for hospitality. Whether you're building your career in guest services, food and beverage, recreation, housekeeping, sales, or another department, you'll find opportunities to learn, grow, and make a meaningful impact. If you're looking for a rewarding career in a unique island setting, we invite you to explore the opportunities available at South Seas and apply today.

What you will have an opportunity to do:

Our Property:

Captiva Island has been the destination of choice for generations of families. South Seas, for many, is where the destination has come to life. The 330-acre retreat and wildlife nature preserve on the Florida Gulf Coast offers elevated coastal experiences and world-class amenities designed to appeal to a multitude of guests. Join this passionate and hardworking team and enjoy working in paradise

Our Core Values:

We are in the business of creating an authentic sense of place for families to return to time and time again while committing ourselves to creating memorable and fun experiencers through passionate, attentive service. This mantra is reflected in everything we do and every interaction we have whether it be in hospitality operations management, asset management, development, or sales & marketing. Our values define who we are.

• Be Authentic
• Practice Humility
• Cultivate Teamwork
• Value Time
• Be Trustworthy

We offer a very competitive salary and generous benefits including:

• Low-cost Medical, Dental, Vision Plans
• Paid Life Insurance
• Short- and Long-Term Disability
• Paid Time Off & Holidays
• 401(k) with 100% match up to 4 percent
• Commuter and Company-paid Toll Programs
• Daily Complimentary Shift Meal

POSITION OVERVIEW

The Homes of Distinction (HOD) Concierge serves as the primary point of contact for guests staying in South Seas Resort's exclusive collection of luxury private homes. This role delivers highly personalized, elevated service before arrival, throughout the stay, and following departure to ensure an exceptional luxury vacation experience.

The HOD Concierge acts as a dedicated host and guest advocate, coordinating customized experiences, resort amenities, transportation, dining, activities, celebrations, and special requests while maintaining the highest standards of hospitality, discretion, and service excellence.

ESSENTIAL JOB FUNCTIONS

Pre-Arrival Guest Experience

• Contact guests prior to arrival to introduce concierge services and establish guest preferences.
• Coordinate pre-arrival requests, including grocery stocking, celebration packages, wine and amenity deliveries, transportation arrangements, dining reservations, and recreational activities and excursions.
• Review arrival details and special requests to ensure readiness before guest check-in.
• Partner with Reservations, Front Office, Recreation, Housekeeping, Engineering, Food & Beverage, and Owner Relations to fulfill guest requests.

Guest Arrival & Stay Management

• Personally welcome and assist arriving Homes of Distinction guests when appropriate.
• Provide resort orientation and insider recommendations.
• Serve as the primary contact for all guest needs during the stay.
• Coordinate cabana reservations, water sports, boat charters, fishing excursions, dolphin cruises, golf cart rentals, dining experiences, and resort activities and events.
• Anticipate guest needs and proactively deliver personalized service enhancements.

Luxury Guest Services

• Design customized itineraries based on guest interests and preferences. Arrange VIP experiences and special occasion celebrations.
• Promote and coordinate resort enhancements, upgrades, and ancillary revenue opportunities.
• Maintain knowledge of local attractions, restaurants, shopping, charter experience, and island activities.
• Build strong relationships with repeat guests and homeowners.

Service Recovery & Guest Satisfaction

• Resolve guest concerns promptly and professionally.
• Document and communicate service issues to appropriate departments.
• Follow through to ensure complete resolution.
• Create memorable service recovery experiences when needed.
• Monitor guest satisfaction and identify opportunities to exceed expectations.

Operational Responsibilities

• Maintain accurate records of guest communications and concierge activities.
• Track guest interactions, reservations, and sales activities.
• Prepare daily activity reports and concierge summaries.
• Support VIP arrival planning and special event coordination.
• Ensure confidentiality of guest information and homeowner-related matters.

Revenue Generation

• Promote resort experiences and enhancements.
• Drive ancillary revenue through dining reservations, water sports, cabanas, excursions, celebration packages, pre-arrival amenities, and resort activities.
• Meet established concierge sales and service goals.

What are we looking for?

Qualifications

Required

• High school diploma or equivalent and/or experience in a hotel or related field is preferred.
• Must have a valid driver’s license, motor vehicle background check will be completed.
• Minimum 2 years of luxury hospitality, concierge, guest services, hotel operations, or related experience.
• Exceptional verbal and written communication skills.
• Multilingual abilities are a PLUS.
• Strong organizational and multitasking abilities.
• Ability to work independently while coordinating across multiple departments.
• Professional appearance and demeanor.
• Strong hospitality mindset with a passion for creating memorable guest experiences.
• Proficiency with Microsoft Office, reservation systems, and guest communication platforms

Preferred

• Resort, luxury hotel, vacation rental, or destination concierge experience.
• Knowledge of Captiva Island, Sanibel Island, and Southwest Florida attractions.
• Multilingual abilities preferred.
• Experience working with high-net-worth individuals and VIP guests.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 25 pounds occasionally.
• Ability to work outdoors in varying weather conditions.
• Ability to drive a golf cart and move throughout the resort property.

Performance Expectations

The HOD Concierge will be evaluated on:

• Guest satisfaction scores
• VIP guest feedback
• Response time to guest requests
• Service recovery effectiveness
• Concierge sales and ancillary revenue generation
• Repeat guest engagement
• Accuracy of concierge reporting Cross-department collaboration

HOURS REQUIRED: Flexible schedule required, will be required to work weekends and/or holidays. Full-time, Non-Exempt

Our company (“Company”) fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law.

In compliance with the Americans with Disabilities Act (ADA) and applicable federal, state and/or local laws, it is our policy to provide reasonable accommodation upon request during the application process to applicants in order that they may be given a full and fair opportunity to be considered for employment.

As an Equal Opportunity Employer, we intend to comply fully with applicable federal, state and/or local employment laws and the information requested on this application will only be used for purposes consistent with those laws. To the extent required by applicable law, The Company maintains a drug- free workplace.

Compensation:

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Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.