Travel Designer / Concierge

About the role

Silvestre, a luxury resort of nine residences near the surf break in Nosara, Costa Rica, is looking for a Travel Designer / Concierge. Reporting to the Guest Experience Manager and/or Operations Manager, the role is centred on the Front Desk and occasionally on private guest consultations. It covers the entire guest journey, from pre-arrival to post-departure, combining personal service, itinerary planning and sales.

Key responsibilities

• Act as the main point of contact for guests from booking through check-out, keeping detailed guest profiles and handling pre-arrival calls and video calls.
• Design and manage personalised itineraries (tours, surf lessons, restaurant reservations, spa and massage bookings, transport, special experiences) and coordinate with providers.
• Present and upsell Silvestre's services and experiences, and follow up with guests until they are closed.
• Handle pre-arrival grocery and beverage orders so each residence is ready for check-in.
• Record guest payments for activities and add-ons, and respond to guest messages by email, WhatsApp and phone.
• Maintain booking, confirmation and payment records, and help organise on-site events such as private dinners and wellness retreats.
• Assist with luggage, support other departments, and work with F&B, Housekeeping and Maintenance.
• Update HubSpot CRM accurately and keep an organised vendor directory.

Required profile

• At least 2 years of customer service or concierge experience in a luxury hospitality environment.
• Excellent written and spoken English; Spanish is highly valued.
• Strong sales skills and proven ability to close bookings and upsell.
• Detail-oriented, organised and proactive, comfortable with evening and weekend shifts.
• A passion for Nosara, Costa Rica, surfing, wellness and nature; hospitality, tourism or related studies preferred; DMC or TA background preferred.

Required skills

• CRM platforms, especially HubSpot, or quick learning ability.
• Reservation management tools and POS systems.
• Ability to make and manage phone and video calls with international guests.

What we offer

• Competitive salary and commission program.
• Professional development opportunities.
• Free exercise and wellness classes and free use of surfboards outside of hours.
• Legal employment benefits including CCSS, paid vacations and paid holidays.