Company Description

Twin Farms is located in bucolic Barnard, Vermont, about 90 minutes from Burlington, three hours from Boston, or five from New York City. Stays are reserved for adults only and are inclusive of all meals, fine wines and spirits, as well as all activities and equipment.

As one of the world's celebrated Five Star hotels, we recognize that people are essential to our success. Indeed, the very essence of great hospitality comes from the dedication of every member of the Twin Farms team.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Description

Summary: Unlike Concierge positions in typical hotels and resorts, where the role of the Concierge is to possess the keys that open the doors to off-property activities in a given city or town, the Twin Farms Concierge focuses more on planning the guest’s stay while on-property. This, of course, is due to the Inclusive Nature of Twin Farms, where meal services, activities and entertainment are provided on-property and are included in the cost of a guest’s stay, as well as the remote nature of Twin Farms as a secluded 5-Star getaway in the Green Mountains of Vermont. The role of the Concierge at Twin Farms deals with the hour-to-hour experiences that guests have, from scheduling their arrival and departure transportation, to making meal reservations, to coordinating special events such as elopements or marriage proposals, to organizing spa treatments for guests. In essence, the Twin Farms Concierge plans all aspects of a guest’s stay prior to their arrival, so that their time at Twin Farms is a seamless and enjoyable as possible.

Essential Functions:

• Connect with all Twin Farms guests once they have completed the Reservations process
• Ensure that all guests have received the Concierge Form approximately three weeks prior to their arrival
• Discuss travel alternatives for guests arriving by plane via Burlington Airport, Boston Logan Airport, Granite Air Center in Lebanon, NH, or Manchester Airport, NH
• Offer transportation to guests through our trusted colleagues at Vermont VIP transportation from their airport of choice
• Obtain guest Dietary Preferences and inform Culinary Team any food allergies, likes and dislikes that a guest may have as noted on the Concierge Form
• Schedule any Activities that guests would like to participate in prior to their arrival, be them Privately Guided or Group Guided Activities
• Plan Picnic Lunches for guests prior to their arrival at any of the Picnic Lunch Sites available in a particular season
• Organize any Special Occasions that guests would like to celebrate while at Twin Farms
• Book Dinner Reservations for all guests in either the Main Dining Room or Twigg’s, based on availability and the 30-minute seating schedule
• Comply with any specific Housekeeping requests that a guest may have, from Feather Free Bedding to specific Toiletries, Humidifiers in room to split beds
• Source In-Room Pre-Arrival request for guests, ranging from specific Soft Drinks to Reserve Wines, food requests to celebratory amenities
• Manage Third-Party requests with individuals who would like to gift something to staying guests, from flower arrangements to Featured Dining Enhancements
• Schedule off-property Private Shopping Experiences for guests with local shop owners, or reserve off-property Dining Experiences with local restaurants
• Confirm all aspects of a guests stay, including Arrival Date, Special Occasion, Dietary Preferences, Featured Dining Enhancements, Dinner Reservations, scheduled Activities, Spa Treatments and Transportation, at least one week prior to their arrival
• Ensure that all relevant Twin Farms Departments are aware of any guest requests outside of our Standard Operating Procedures and that relevant Departments are able to fulfill the guest’s request
• Offer alternatives to guests when requests cannot be met
• Keep management abreast of any incidents that do not fulfill a guest’s expectations so that management can follow up with guests and handle situations appropriately

Qualifications

Knowledge, Skills and Abilities:

• Skilled in presenting a customer oriented disposition with a professional, positive, and proactive attitude that anticipates and serves guest needs in strict adherence to confidentiality.
• Able to establish, maintain, and follow through on priorities and management of details despite frequent interruptions and changes; can motivate to work independently as well part of a team.
• Must demonstrate excellent follow through and completion of tasks without details lost.
• Requires clear and open communication skills with team members and guests- including ability to understand and adapt to information in a manner consistent with the essential job functions.
• Ability to make sound independent decisions in a safe manner consistent with the essential job functions, policies, and procedures.
• Familiar with fundamentals in safe use of operation of various equipment/vehicles.
• Able to react quickly to changing demands and prove resourceful in taking on challenges.
• Able to maintain flexibility with work schedule and demonstrate a sincere level of reliability- including being available to work weekends/holiday periods.

Education/Training:

• Possession of a valid driver’s license and a clean driving record.
• Minimum of a High School or equivalency degree.

Working Conditions:

• Work sometimes involves prolonged sitting at a computer.
• Work involves close collaboration with a team as well as staff from other departments.
• Shift hours are typically 8-9 hours with weekend and holiday attendance most always necessary.
• Occasional availability to fill-in outside of typical shift due to unexpected staffing needs.

Additional Information

Benefits:

• Property Gratuities
• Paid time off up to 4 weeks
• Paid sick leave
• Holiday Pay
• Paid overtime
• Paid health and vision insurance
• Life Insurance
• 401k Matching
• Daily Staff Meal
• Relocation Assistance

Working Conditions:

• Tasks often conducted in the stress of a fast-paced environment with ever-changing demands.
• Predominant activity is on feet with continuous walking and standing.
• Frequent reaching, bending, and lifting of light loads with occasional lifting extremes up to approximately 50lbs.
• Work involves a good deal of independent management but also close collaboration with a team.
• Shift hours are typically long with weekend and holiday attendance most always necessary- requires ability to maintain a flexible schedule and work holidays.
• Remote hybrid position possible if candidate lives in Vermont.

STANDARD SPECIFICATIONS

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.