Concierge - Twin Farms

Job Description
Summary:
Unlike Concierge positions in typical hotels and resorts, where the role of the Concierge is to possess the keys that open the doors to off-property activities in a given city or town, the Twin Farms Concierge focuses more on planning the guest’s stay while on-property. This, of course, is due to the Inclusive Nature of Twin Farms, where meal services, activities and entertainment are provided on-property and are included in the cost of a guest’s stay, as well as the remote nature of Twin Farms as a secluded 5-Star getaway in the Green Mountains of Vermont. The role of the Concierge at Twin Farms deals with the hour-to-hour experiences that guests have, from scheduling their arrival and departure transportation, to making meal reservations, to coordinating special events such as elopements or marriage proposals, to organizing spa treatments for guests. In essence, the Twin Farms Concierge plans all aspects of a guest’s stay prior to their arrival, so that their time at Twin Farms is a seamless and enjoyable as possible.
Essential Functions:
Connect with all Twin Farms guests once they have completed the Reservations process
Ensure that all guests have received the Concierge Form approximately three weeks prior to their arrival
Discuss travel alternatives for guests arriving by plane via Burlington Airport, Boston Logan Airport, Granite Air Center in Lebanon, NH, or Manchester Airport, NH
Offer transportation to guests through our trusted colleagues at Vermont VIP transportation from their airport of choice
Obtain guest Dietary Preferences and inform Culinary Team any food allergies, likes and dislikes that a guest may have as noted on the Concierge Form
Schedule any Activities that guests would like to participate in prior to their arrival, be them Privately Guided or Group Guided Activities
Plan Picnic Lunches for guests prior to their arrival at any of the Picnic Lunch Sites available in a particular season
Organize any Special Occasions that guests would like to celebrate while at Twin Farms
Book Dinner Reservations for all guests in either the Main Dining Room or Twigg’s, based on availability and the 30-minute seating schedule
Comply with any specific Housekeeping requests that a guest may have, from Feather Free Bedding to specific Toiletries, Humidifiers in room to split beds
Source In-Room Pre-Arrival request for guests, ranging from specific Soft Drinks to Reserve Wines, food requests to celebratory amenities
Manage Third-Party requests with individuals who would like to gift something to staying guests, from flower arrangements to Featured Dining Enhancements
Schedule off-property Private Shopping Experiences for guests with local shop owners, or reserve off-property Dining Experiences with local restaurants
Confirm all aspects of a guests stay, including Arrival Date, Special Occasion, Dietary Preferences, Featured Dining Enhancements, Dinner Reservations, scheduled Activities, Spa Treatments and Transportation, at least one week prior to their arrival
Ensure that all relevant Twin Farms Departments are aware of any guest requests outside of our Standard Operating Procedures and that relevant Departments are able to fulfill the guest’s request
Offer alternatives to guests when requests cannot be met
Keep management abreast of any incidents that do not fulfill a guest’s expectations so that management can follow up with guests and handle situations appropriately