Concierge/ Property Host

Opulent Vacations DBA Buckingham Tahoe Rentals is seeking a Concierge who will ensure each Guest and Homeowner is provided with 5 star service from the moment a reservation is confirmed until departure.

This Concierge will have an unwavering focus on hospitality and is responsible for ensuring complete client and owner satisfaction. Becoming part of the Opulent/Buckingham team means you are part of the booming trend in vacation home management. While we definitely want sharp skills, we’re specifically looking for a great teammate who values the guest experience and strives to make every stay the best it could be. Our team is small, we work and play hard, and we aim to build a company whose culture reflects an honest desire to deliver an extraordinary guest experience. If this sounds like a good fit, we’re excited to hear from you.

Location:
Our luxury homes are located in the Lake Tahoe region. As our Private Concierge, you will drive to greet our guests directly in their vacation homes(unless a contactless check-in is requested), as well as visit the homes for a pre-arrival & post-departure review.

Qualifications:

· Hospitality, customer service, real estate, property management, concierge, sales or related background preferred

· Excellent knowledge of Lake Tahoe and surrounding areas

· Enjoy interacting with guests

· Professional, friendly demeanor and strong attention to detail

· Professional communication skills over the phone, text, via email, and in person

· Ability to read and adapt to the guest’s personality, acting according to their preferences

· Excellent guest recovery skills

· Ability to handle stressful client interactions in a positive and pleasant manner

· Self-sufficient, highly organized, ability to multi-task and follow through

· Proficiency in Microsoft Office

· Comfort with home electronics a plus

· Have a reliable and presentable vehicle (gas stipend applies)

· Ability to work a flexible schedule that includes nights, holidays, and weekends based on occupancy

Physical Requirements

· Office environment with extensive telephone usage, and extended periods of sitting/standing

· Ability to climb stairs in our homes is necessary

· Verbal communication is necessary for interacting with guests and owners

· Potential for lifting and carrying items weighing up to 25 pounds

Position Duties (including but limited to):

Local Lake Tahoe Knowledge:

· Identify, evaluate, and develop relationships with local service providers

· Maintain awareness of local events schedule as well as community activities

· Maintain a home manual and local area guide and provide updates for Opulent website

· Maintain weekly agreements & reports

Pre-Arrival Guest Services:

· Review all guest bookings and create and deliver a Welcome Letter for each guest arrival

· Contact guests to review needs and services

· Coordinate/book all client and owner requests such as restaurant bookings, transportation, etc.

· Create and send guest itinerary and send confirmation 48 hours prior to arrival

· Enter weekly reporting into internal database

Check In / Check Out Service:

· Maintain weekly schedule, including special requests across departments

· Complete pre-arrival inspection to confirm that we have a “rent ready” home

· Meet and greet each guest in residence(unless a contactless check-in is requested), complete walk through of home making special note of A/V systems, pool and spa operations, internet connectivity, etc.

· Keep track and report on all incidental charges

· Complete post departure inspection to confirm home is free of any damages or problems

Guest Satisfaction / Recovery:

· Respond to home issues, and act in a timely matter to achieve a resolution if it can not be resolved at the time of discovery

· Resolve and/or escalate any service gaps

· Make manager aware of guest comments/complaints/issues

· Complete and update weekly reporting