Concierge - Luxury Resort, Nosara

About the role

Silvestre, a nine-residence luxury resort in Nosara, Costa Rica, is looking for a Concierge who acts as the architect of guests' experiences. The role covers the entire guest journey from first contact through post-departure follow-up, building personal connections, curating bespoke itineraries and coordinating with local providers. It reports to the Front Desk Manager and/or Operations Manager, works 6 days a week for 8 hours including a 30-minute lunch, and requires advanced written and spoken English.

Key responsibilities

• Be the main point of contact for guests from inquiry through check-out and beyond, and run pre-arrival calls to tailor each stay.
• Deliver personalized welcomes and anticipate needs, such as stocking fridges and preparing surfboards.
• Design and manage bespoke itineraries covering surf lessons, spa and massage bookings, whale-watching, ATV, horseback riding, zip-lining, fishing charters, restaurant reservations, private chef dinners and transportation.
• Contact providers directly to confirm availability, negotiate holds and coordinate logistics; maintain a tiered provider directory.
• Handle pre-arrival grocery and beverage orders so residences are ready at check-in.
• Present and upsell services and add-ons, follow up guests through to confirmed booking, and contribute to non-room revenue targets via the commission program.
• Maintain accurate guest profiles and deal records in HubSpot CRM, and record payments for activities and add-ons.
• Respond promptly to guest messages on email, WhatsApp and phone, and assist with luggage, check-in and check-out as needed.
• Collaborate with F&B, Housekeeping and Maintenance on special experiences and on-site events.

Required profile

• At least 2 years of concierge, travel design or luxury guest service experience, ideally in a boutique hotel, DMC or travel agency.
• Deep, genuine knowledge of Nosara and the surrounding Guanacaste region.
• Natural, consultative sales instinct and strong follow-up discipline.
• Detail-oriented and able to handle several guest itineraries and provider communications at once.

Required skills

• Advanced English, written and spoken; Spanish highly valued.
• Experience with CRM platforms, especially HubSpot, and reservation or property management tools such as MEWS.