Pool Concierge

Grow with us...

Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.

POSITION OVERVIEW

The Pool Concierge curates a seamless, elevated arrival and social experience at the pool by managing guest flow, reservations, and personalized interactions. This role serves as the primary guest-facing host and experience coordinator, focusing on relationship-building, communication, and service orchestration rather than physical pool deck operations.

PRINCIPLE DUTIES AND RESPONSIBILITIES

Guest Experience & Flow Management

• Serve as the primary welcome point for pool guests, setting the tone through polished, confident, and personalized interaction
• Manage guest arrival flow, seating assignments, and cabana allocations in alignment with reservations and capacity guidelines
• Register and check in hotel guests, members, and outside reservations using designated systems
• Maintain real-time awareness of availability and wait times, clearly communicating expectations to guests

Reservations, Sales & Revenue Support

• Sell, reserve, and manage cabanas and premium seating in accordance with brand standards
• Enter and maintain accurate reservations for hotel and non-hotel guests
• Support pool retail or merchandise transactions at the concierge desk as applicable
• Assist with VIP experiences, celebrations, and special activations by coordinating details in advance

Service Coordination & Communication

• Act as the central communication hub between guests, pool attendants, servers, and leadership
• Relay guest preferences, special requests, and timing needs to operational teams
• Partner with Food & Beverage leadership to support smooth service pacing and elevated guest touchpoints
• Escalate guest concerns or service gaps promptly and professionally

Brand Standards & Oversight

• Ensure guest-facing areas reflect brand presentation standards through observation and coordination (not execution)
• Monitor adherence to policies with a gracious, guest-forward approach
• Observe and report safety, maintenance, or cleanliness concerns to the appropriate department

Luxury Service Expectations

• Deliver anticipatory hospitality through attentiveness, memory, and thoughtful personalization
• Build rapport that encourages repeat visits and brand loyalty
• Maintain discretion, composure, and confidence during high-volume service periods
• Represent the brand through presence, tone, and emotional intelligence

REPORTING RELATIONSHIPS

Reports to the Pool & Beach Manager and Director of Pool & Beach.

QUALIFICATIONS & SKILLS

REQUIRED:

• 1 year experience in hospitality, resort service, or luxury guest-facing roles preferred
• Strong communication skills and ability to connect naturally with guests
• Comfortable working outdoors for extended periods in sun/heat and wet environments
• Ability to stand/walk for long periods and lift up to 40 lbs (towels, chair adjustments, supplies)

• Strong sense of urgency, organization, and pride in maintaining a pristine environment
• Ability to work smoothly across teams (Pool, F&B, Housekeeping, Engineering)
• Flexible schedule including weekends, holidays, and seasonal peak times

PREFERRED:

• Prior experience supporting cabanas, VIP pool decks, or luxury resorts
• Familiarity with high-touch service standards and guest recovery practices
• CPR/First Aid certification
• Concierge or Host experience

Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodation, please visit People Operations.

About us...

As a mission-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, Starwood Hotels is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.

Starwood Hotels is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.