Virtual Concierge

**Upstay is looking for Virtual Concierge (Les Clefs d’Or Certified) to join our team Get Your Resume Ready****Who We Are**Upstay operates and optimizes short-term rentals to create ROI for homeowners and unforgettable vacation homes for guests. Based in Orlando, Florida, Upstay offers short-term rentals across the United States, Eastern Canada, and South America. Our team of 160+ employees manages 400+ properties on behalf of owners. We treat every property in our portfolio as an investment with a focus on maximising profit without sacrificing best-in-class hospitality for our guests.**What We Do****How We Do It**We are accountable for every aspect of our property’s creation and existence. Site selection, acquisition, development, design, construction, furniture manufacturing, laundry and property management are all looked after by our in-house teams which translates to higher standards in our properties, service, and customer expectations.**What Matters to Us**We are committed to providing compliant and locally beneficial short-term property rentals that add value to our guests. We work with local governments and homeowner associations to develop standards and provide industry-wide leadership so our guests can relax and enjoy their time with us.**What You’ll Do****Job Duties**:- Act as the primary remote point of contact for guests, delivering the same world-class service standards as an in-person concierge.- Curate personalized itineraries, dining reservations, transportation, and event access tailored to guest preferences.- Provide insider recommendations and exclusive access leveraging Les Clefs d’Or networks and partnerships.- Resolve guest inquiries and issues promptly, ensuring seamless communication and satisfaction.- Collaborate with internal teams to enhance the guest journey and ensure service consistency.- Maintain knowledge of local and international trends, venues, cultural events, and luxury experiences to deliver relevant recommendations.- Uphold and represent the values and prestige of Les Clefs d’Or while adapting them to a virtual environment.- Actively seek out partnership opportunities with vendors and net work within our communities. also negotiating deals to enhance guest service value**Job Requirements**:- Mandatory: Member of Les Clefs d’Or (current and in good standing. Upstay is open to pay for membership).- Minimum 3-5 years of concierge or guest experience in luxury hospitality environments.- Proven ability to deliver exceptional service remotely using digital platforms.- Excellent communication skills (verbal and written), with fluency in English; additional languages considered a strong asset.- Strong organizational skills and the ability to manage multiple guest requests simultaneously.- Tech-savvy and comfortable using CRM systems, communication platforms, and virtual guest engagement tools.- A passion for hospitality, problem-solving, and creating unforgettable guest experiences.**Soft Skills**:- Passionate and enthusiastic about the hospitality industry- Dependable and understanding of the team culture and dynamic- Proven verbal and written communication skills in English- Self-motivated and able to multitask in a fast-paced environment- Professional attitude with strong time management skills- Ability to solve problems using an indirect and creative approach- Flexibility to work shifts and on weekends and public holiday**Note**: This document provides guidance to the key responsibilities and the scope of work. Its content does not aim to cover 100% of the job activities, as well as it can be updated according to business needs.**Equal Employment Opportunity**We're proud to be an equal opportunity employer and all applicants will be considered. At Upstay we celebrate and support the differences between our employees' including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Diversity is essential to our growth, and we’ve concluded that we’re stronger together.**Last Thing**If this isn’t the job for you, perhaps you have a friend who would be a perfect fit? Send them this job posting.Work Location: RemotePay: From $33,736.48 per monthApplication Question(s):- Are you currently a certified member of Les Clefs d’Or, in good standing?- How many years of experience do you have working as a concierge in luxury hospitality?- Which languages are you fluent in?- Please describe a time you created a personalized and memorable guest experience. What was the outcome?Work Location: Remote