Job Description
Position Summary The Concierge is a key member of The Lakeview Guest House Front Office team, responsible for delivering personalized, professional, and knowledgeable service to enhance the guest experience. Serving as a central resource and lobby ambassador, the Concierge provides recommendations, coordinates special requests, and promotes hotel amenities. Success in this role requires a warm demeanor, deep local knowledge, excellent communication skills, and a commitment to excellence in every interaction. Essential Job Functions Greet and assist all guests and visitors with warmth and professionalism Provide knowledgeable recommendations for dining, entertainment, events, and transportation in the Madison area Liaise with hotel departments to accommodate special guest requests and ensure seamless service Support the Front Desk with check-in/check-out procedures and reservation inquiries Handle Foundry and dining reservations for both in-house and external guests Establish communication with VIP guests before arrival, during their stay, and post-departure Serve as an on-site lobby ambassador, proactively offering assistance and creating memorable moments Stay up to date with hotel services, promotions, and event schedules to accurately promote all property amenities Maintain knowledge of the local area and establish relationships with vendors and service providers Collaborate closely with all teams to ensure aligned service delivery Assist in developing and maintaining the VIP guest program Perform administrative and organizational tasks to support guest-facing operations Uphold standards in every interaction, ensuring consistency and excellence in service Communicate clearly and effectively with fellow team members and managers Attend departmental meetings and briefings as required Support other Rooms Division roles as needed to maintain smooth operations Uphold a collaborative spirit and a positive, helpful attitude toward guests and colleagues alike All other duties as assigned Qualifications Previous experience in a concierge, guest services, or front office role preferred. Strong familiarity with the Duluth area, including attractions, events, dining, and transit. Excellent verbal and written communication, organization, and customer service skills. Friendly, polished demeanor and commitment to high guest service standards. Working knowledge of Microsoft Office is a plus. Flexible schedule including nights, weekends, and holidays. Working Conditions This role is primarily indoors and uses standard office equipment such as computers, phones, and printers. Night and weekend availability is essential. Physical Abilities While performing the duties of this job, the employee is regularly required to talk and hear. The role is very active and frequently requires standing, walking, reaching, and lifting. The employee must regularly lift/move up to 10 pounds and occasionally up to 50 pounds. Specific vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. This description is not a contract. Lakeview Management Company – Duluth (LMC-D) is an at-will employer and reserves the right to modify this job description at any time without notice.