Concierge Manager

About the role

Silvestre, a boutique luxury hotel in Playa Guiones, Nosara, Costa Rica, is looking for a Concierge Manager to report to the Operations Manager. The role owns the guest experience strategy and leads the Concierge & Guest Services department from the ground up, blending department leadership with hands-on guest engagement. The schedule is 6 days a week, 8 hours a day, with flexibility for weekends, holidays and evenings.

Key responsibilities

• Lead, hire and develop the Concierge & Guest Services team, set staffing and shifts, run onboarding and training, and handle performance reviews and escalations
• Own the end-to-end guest journey, manage VIP and high-profile guest relationships, and set service standards across transportation, tours, spa and restaurant bookings
• Plan and run on-site events, weddings and group experiences
• Drive non-room revenue through activity bookings, private dining, tours and transportation, and oversee the concierge commission program
• Negotiate relationships with local providers and vendors, and monitor pricing and margins
• Oversee front-of-house operations, ensure accurate use of reservation software, CRM and POS systems, and keep detailed guest profiles
• Work with Housekeeping, Food & Beverage and Maintenance, and report regularly to the General Manager/Operations Manager

Required profile

• 5+ years in luxury hospitality, with 2-3 years in a management or department leadership role
• Proven experience hiring, training and managing a team
• Fluent English and Spanish, with strong communication skills
• Strong business acumen, leadership and problem-solving skills
• Flexibility to work varied hours including weekends, holidays and evenings

Required skills

• Hotel reservation software and POS systems (MEWS preferred)
• CRM platforms (HubSpot preferred) and Google Workspace
• Deep local knowledge of Nosara and its surroundings

What we offer

• Competitive salary aligned with experience and performance
• Participation in the non-room revenue commission program
• Legal employment benefits including CCSS, paid vacation, holidays and overtime pay
• Access to fitness classes and use of surfboards during downtime
• Professional growth opportunities within a Michelin-recognized brand