FT-Concierge Lead

Description Sanctuary Camelback Mountain is an award-winning luxury boutique resort set against the iconic Camelback Mountain in Paradise Valley, Arizona. Our intimate hideaway features beautifully appointed casitas, a world-class spa, elements restaurant, jade bar, and exceptional resort amenities, all designed to deliver an effortlessly elegant guest experience.

At Sanctuary, our people are at the heart of everything we do. Guided by our North Star Vision and Spirit of Service, we believe everyone has a place with us and is valued and understood. The soul of Sanctuary sets the stage for authentic connections and intentional experiences beyond imagination, instilling a sense of spiritual belonging for our guests and one another.

We bring our North Star to life by leading with service, respect, teamwork, integrity, trust, ownership, and a spirit of fun. We are committed to developing our team members, encouraging collaboration, and creating an inspiring hospitality environment where every interaction reflects the genuine care, personalized service, and meaningful connections that define the Sanctuary experience.

JOB SUMMARY

The Concierge contributes to Sanctuary Camelback Mountain's success by creating personalized and memorable guest experiences through thoughtful recommendations, exceptional service, and seamless coordination of guest needs throughout their stay. This role serves as a trusted resource for guests by anticipating preferences, arranging experiences, and providing meaningful connections that enhance the overall resort experience.

Guided by Sanctuary's North Star Vision and Values, the Concierge brings the soul of Sanctuary to life by fostering authentic connections, delivering intentional experiences beyond imagination, and creating an environment where guests and team members feel valued, understood, and welcomed. JOB FUNCTIONS Note: the following duties and responsibilities are not all-inclusive Oversee the daily organization and presentation of the Concierge Desk, ensuring all materials, resources, and guest information are current, accurate, and readily accessible.

Provide personalized recommendations and knowledgeable guidance regarding resort activities, amenities, local attractions, shopping, dining, recreational opportunities, and points of interest. Coordinate guest services and reservations, including airport transfers, transportation, car rentals, sightseeing tours, individual excursions, and tickets to sporting events and entertainment.

Develop and maintain guest activity schedules, ensuring arrangements align with guest preferences and expectations. Establish and maintain strong working relationships with resort departments and external service providers to facilitate seamless guest experiences. Anticipate guest needs and respond to inquiries and requests promptly, professionally, and accurately.

Maintain current knowledge of resort offerings, daily activities, local attractions, and available recreational experiences. Attend Front Office, Concierge, and resort meetings as required to support operational alignment and service excellence. Communicate effectively with other departments to coordinate guest requests and ensure timely follow-through.

Maintain awareness of resort emergency procedures and follow established safety protocols. Demonstrate professionalism, discretion, and a service-oriented approach in all interactions with guests, colleagues, and business partners. Support Front Office operations and assist team members as needed to maintain efficient operations and consistent service standards.

Perform other related duties as assigned by management. SUPERVISORY RESPONSIBILITIES Lead the daily operations of the Concierge team, ensuring consistent service delivery and adherence to resort standards. Establish and maintain organized, well-stocked, and professionally presented Concierge workspaces and resources. Monitor departmental performance and support continuous improvement in service delivery, operational efficiency, and the overall guest experience.

Support employee development by identifying training opportunities and reinforcing service standards, operational procedures, and departmental expectations. Hire, train and supervise Concierge department including coaching, counseling, and discipline.

Requirements

JOB REQUIREMENTS The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. Good knowledge of our state and surrounding venues/restaurants/shops and entertainment.

Have genuine care for the guests stay as to appropriately recommend places of interest. Ability to maintain a pleasant disposition and work smoothly in high stress work environment. Computer experience needed. Good telephone voice and excellent/professional communication skills required. Attention to detail and an individual who is sales oriented.

Ability to stand, walk and/or sit continuously to perform essential job functions. Requires extending arms, bending and stooping to reach materials. Hearing and visual ability to observe and detect signs of emergency situations QUALIFICATIONS Education High School Diploma or equivalent Related Work Experience Minimum three years concierge experience.

Minimum two years supervisory experience in resort operations.