Concierge – Luxury Guest Experience Specialist

About the role

The Concierge at Silvestre creates seamless, personalized luxury experiences for guests staying in our boutique hotel residences in Nosara, Costa Rica. Reporting to the Front Desk Manager, you will guide guests from pre‑arrival through post‑departure, designing itineraries and coordinating services that reflect the unique spirit of the region.

Key responsibilities

• Serve as the primary point of contact for guests from inquiry to checkout, building lasting personal connections.
• Conduct pre‑arrival calls to capture preferences and design bespoke stays, including surf lessons, spa treatments, whale‑watching, and private dining.
• Maintain up‑to‑date guest profiles and preferences in HubSpot CRM, ensuring each return visit is elevated.
• Coordinate with local providers, negotiate holds, and manage logistics for activities, transportation, and in‑residence stocking.
• Proactively anticipate guest needs, handle concerns with calm creativity, and follow up to guarantee satisfaction.
• Drive non‑room revenue by upselling experiences and tracking bookings in the CRM.

Required profile

• Minimum 2 years experience in concierge, luxury guest service, boutique hotel, DMC or travel agency.
• Advanced English (written and spoken); Spanish proficiency highly valued.
• Deep, authentic knowledge of Nosara and Guanacaste’s surf, wellness, and local provider scene.
• Strong sales instinct combined with consultative, unobtrusive selling style.
• Excellent follow‑up discipline and ability to manage multiple itineraries simultaneously.

Required skills

• Proficiency with HubSpot CRM for guest profiling and booking management.
• Experience using MEWS or similar property management/reservation systems.