Concierge Lead

Job Details: Job Location: THE GASPARILLA INN AND CLUB - Boca Grande, FL, Salary Range: Undisclosed,

Job Title:

Concierge Supervisor

Reports to:  

Guest Experience Manager

Department/Group:

Operations

Effective Date:

October 1, 2026

Location:

On Site

Travel Required:

None

Position Type:

Non-Exempt

On Call:

No

Job Purpose:

The Concierge Supervisor is responsible for overseeing the daily operation of The Inn’s Concierge Team and department coupled with supervising, training, and supporting the concierge team. This individual ensures that guest and visitor inquiries are handled courteously, accurately, and efficiently while coordinating requests for transportation, spa services, dining reservations, special amenities, and other personalized services.  The Concierge Supervisor will ensure adherence to The Inn’s service standards and policies.

The Concierge Supervisor leads by example, maintains established service standards, supports the organization and efficiency of the department, and assists with resolving guest concerns. The purpose of this position is to ensure the team provides highly personalized service, creates memorable guest experiences, and makes each guest’s comfort, convenience, and satisfaction a priority of The Gasparilla Inn.

Job Duties:

Adheres to the Gasparilla Inn’s People’s Charter
Oversee the daily operation of the Concierge desk and ensure consistency in coverage and service.
Lead, train, coach and support Concierge team members by example while providing direction, training, coaching, and support to Concierge team members.
Assign and prioritize daily responsibilities, follow up on outstanding requests, and ensure tasks are completed accurately and promptly.
Monitor and communicate team performance concerns, compliance with hotel policies and service standards, operational challenges, guest feedback, and departmental needs to the Guest Experience Manager.
Ensure the Concierge team follows established policies, procedures, service standards, and departmental workflows.
Monitor incoming calls, emails, tasks, and guest requests to ensure timely and professional responses.
Maintain thorough knowledge of the Inn’s accommodations, dining outlets, amenities, services, rates, packages, and promotions.
Maintain current knowledge of community events, local businesses, dining options, transportation providers, and recreational opportunities.
Personalize each interaction by demonstrating warmth, care, professionalism, and proper etiquette.
Act as a liaison between guests and associates throughout The Gasparilla Inn to facilitate seamless service and effective communication.
Address and resolve guest concerns professionally and discreetly, using sound judgment and considering both guest and business needs.
Maintain an organized, clean, welcoming, and professional Concierge desk.
Complete all paperwork, data entry, documentation, and reports accurately and promptly.
Review guest documents, reservations, and itineraries to ensure accuracy.
Perform Concierge duties as operational needs require.
All other duties and special projects as assigned.

Working Conditions and Assignments:

This position operates in a luxury hotel environment and combines guest-facing, supervisory, and administrative responsibilities. Duties are primarily performed at the Concierge desk and throughout the property. The employee may occasionally assist guests outdoors and may be exposed to varying weather conditions.  This position will require an active driver license in order to be able to safely drive a golf cart

While performing the duties of this position, the employee is regularly required to communicate verbally, listen, stand, walk, sit, use a computer and telephone, and reach with hands and arms. The employee may occasionally be required to bend, stoop, kneel, or climb stairs. The employee must be able to lift and/or move items weighing up to 25 pounds.

The position requires close and distance vision and the ability to read printed and electronic information, distinguish colors, and adjust focus.

This is a full-time position that requires schedule flexibility based on business and guest needs. Early mornings, evenings, weekends, and holidays will be required.

The Gasparilla Inn is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

The Gasparilla Inn is fortunate enough to offer our employees a Drug Free Workplace.

Acknowledgement:

By signing below, I have reviewed and received a copy of this job description. I understand all the items on this job description and I acknowledge that I am responsible for fulfilling the requirements, qualifications and duties of this position.

Employee Printed:

Date:

Employee Signature:

Date:

Qualifications:

Qualifications and Requirements:

Required:

One year of experience in guest services, concierge services, front office, or related hospitality role.
Exceptional customer service and interpersonal skills.
Excellent written and verbal communication skills, strong organizational skills, and the ability to prioritize multiple requests and responsibilities.
Ability to confidentially interact with guests, members, leaders, vendors, and team members.
Ability to handle confidential guest and member information with discretion. 
High School Diploma or equivalent.

Preferred:

Three years of hospitality management or various rooms division position experience.
Previous supervisory or leadership experience.
Associate Degree in Business Administration, Hospitality Management or a similarly related field.