Concierge

Concierge

Nosara

CONCIERGE:

REPORTING TO
Front Desk Manager and/or Operations Manager, within the limits established by the Company in
conjunction with internal policies and procedures.

LOCATION
Silvestre, Playa Guiones, Nosara, Guanacaste, Costa Rica.

WORK HOURS
6 days per week, 8 hours daily including a 30-minute lunch break. Schedule flexibility is required
based on operational and guest needs.

THE ROLE
The Concierge at Silvestre is not a traditional front desk role. You are the architect of our guests’
experiences, the person who makes a stay in Nosara feel like it was designed specifically for them.
You will manage the guest journey from the first point of contact through post-departure follow-up,
building genuine personal connections, curating bespoke itineraries, closing bookings with
confidence, and coordinating with our network of world-class local providers to ensure every
experience exceeds expectations.

You work primarily from the front desk and, when the moment calls for it, from a private setting for
guest consultations. Your days are dynamic: one moment you are on a call with an incoming guest
designing their week, the next you are coordinating a private surf lesson, a sunset dinner reservation
at La Luna, and an early morning whale-watching boat charter, all for the same family, arriving
tomorrow.

The ideal candidate is equal parts people person, closer, and operator. You love the details. You
follow up without being asked. You know Nosara deeply and love sharing it. You move with both
urgency and elegance. You understand that luxury is not about what you offer, it is about how it feels
to receive it.

KEY RESPONSIBILITIES
Guest Relationship & Personalized Experience
● Serve as the primary point of contact for all guests from the moment of inquiry or booking
through check-out and post-departure, building genuine, lasting personal connections at
every stage.
● Conduct pre-arrival phone or video calls with guests to understand their preferences,
interests, travel party, dietary needs, and any special occasions, and use this information to
design a truly personalized stay.
● Deliver warm, informed, and memorable guest welcomes, providing curated insider
knowledge about Nosara’s best surf breaks, beaches, restaurants, wellness experiences,
hidden gems, and local culture.
● Maintain detailed, up-to-date guest profiles and preference records in HubSpot CRM to
ensure every returning guest receives an even more elevated experience than the last.
● Proactively anticipate guest needs before they arise, from pre-stocking the residence fridge
with their preferred beverages to having their surfboard ready at the right tide.
● Handle guest concerns with calm, creativity, and good judgment, communicating solutions
to management and ensuring no issue ever diminishes the overall experience.
● Foster genuine guest loyalty through thoughtful touches, consistent follow-up, and authentic
human connection that drives outstanding reviews and repeat bookings.

Itinerary Planning & Activity Coordination
● Design and manage complete, bespoke guest itineraries including surf lessons (with Jim
Banks boards and video coaching), spa and massage bookings, whale-watching boat tours,
waterfall hikes, ATV adventures, horseback riding at sunset, zip-lining, fishing charters, turtle
watching, restaurant reservations, private chef dinners, babysitting services, and
transportation.
● Contact activity providers directly to confirm availability, negotiate holds, and coordinate all
logistics, ensuring every detail is locked in well before the guest arrives.
● Manage holds on services efficiently and follow up with providers to confirm, modify, or
release reservations in a timely and professional manner.
● Stay deeply knowledgeable about Nosara’s evolving offering, new vendors, seasonal
experiences, local events, so that every recommendation feels fresh, relevant, and exclusive.
● Maintain and continuously update an organized, tiered provider directory for all activities
and services available to Silvestre guests.
● Coordinate all pre-arrival grocery and beverage orders, ensuring every residence is perfectly
stocked, organized, and ready at check-in.

Sales, Follow-Up & Closing
● Proactively present and upsell Silvestre’s services, experiences, and add-ons with a
confident, consultative approach that feels helpful and natural rather than commercial.
● Follow up with guests quickly and consistently from initial inquiry to confirmed booking,
closing with urgency and professionalism and minimizing drop-off at every stage of the
funnel.
● Update HubSpot CRM with full accuracy throughout every stage of each guest’s deal, from
first contact to post-departure review request.
● Contribute actively to Non-Room Revenue targets through activity bookings, spa reservations,
private dining, and other add-on services, participating in the commission program.

Operations & Administration
● Manage and record all guest payments related to activities, services, and add-ons with full
accuracy and accountability.
● Respond promptly to all guest communication channels: email, WhatsApp, phone, and any
other platforms used by Silvestre, maintaining the brand’s tone: warm, sophisticated, and
attentive.
● Maintain organized, accurate records of all bookings, provider confirmations, payments,
guest preferences, and communications.
● Assist in coordinating on-site special experiences: private dinners on the rooftop, wellness
retreats, birthday celebrations, anniversary surprises, and group programming.
● Support luggage handling, check-in, check-out, and any other Front Desk responsibilities as
needed.
● Collaborate cross-functionally and with genuine team spirit with F&B, Housekeeping, and
Maintenance to ensure a seamless, coordinated guest experience at every touchpoint.

REQUIREMENTS & SKILLS
● Minimum 2 years of concierge, travel design, or luxury guest service experience, ideally
within a boutique hotel, DMC, or travel agency environment.
● Advanced English proficiency, written and spoken, is non-negotiable. Spanish proficiency is
highly valued and preferred.
● Deep, genuine knowledge of Nosara and the surrounding Guanacaste region: its surf,
wellness scene, restaurants, local providers, and seasonal experiences. You don’t just know
the list, you know what’s actually good.
● A natural sales instinct combined with the warmth and restraint to sell consultatively, you
close bookings without ever making a guest feel sold to.
● Exceptional follow-up discipline: you manage open tasks, track pending confirmations, and
close loops without being asked twice.
● Experience with CRM platforms, particularly HubSpot and reservation or property
management tools, MEWS. Fast learner if new to specific systems.
● Detail-oriented and highly organized: you can manage multiple guest itineraries, payment
records, and provider communications simultaneously without errors.
● Comfortable and polished conducting phone and video calls with international guests in
English.
● Solutions-oriented and calm under pressure, you handle the unexpected with good judgment
and a smile.
● Flexible and adaptable: Silvestre is a boutique operation and no two days are the same. You
embrace that.
● A genuine, deep passion for Nosara, the ocean, wellness, and the lifestyle that Silvestre
represents. You are not just working here, you live and breathe this place.
● Studies in hospitality, tourism, or related fields are preferred.
● Background in DMC, travel agencies, or luxury hospitality is a strong advantage.

BENEFITS
● Competitive salary commensurate with experience.
● Commission program on Non-Room Revenue, your effort directly shapes your earnings.
● Significant opportunities for professional growth and advancement within a
Michelin-recognized, rapidly growing luxury hospitality brand.
● Free access to wellness and fitness classes, and complimentary use of Jim Banks surfboards
during off-hours.
● Full legal employment benefits: CCSS enrollment, Christmas bonus, paid vacations, and paid
national holidays.

As the Concierge at Silvestre, you will be the invisible hand behind every extraordinary moment our
guests experience. The surf lesson that happened at exactly the right break. The private dinner they
still talk about. The birthday morning they didn’t expect. The whale they spotted from the boat you
booked. That is your work, and it matters more than most people will ever know.