Guest Experience Lead (Concierge)

The Guest Experience Lead is responsible for elevating and personalizing the guest journey through proactive service, guest engagement, and service recovery initiatives. This position serves as the resort’s primary advocate for exceptional guest experiences, coordinating VIP arrivals, special requests, concierge services, and guest satisfaction efforts.

What You Will Do

Lead guest experience initiatives that enhance guest satisfaction, loyalty, and overall resort reputation. Serve as the primary point of contact for VIP guests, special requests, and personalized service arrangements.

Why It Might Be a Fit

Foster a culture of exceptional hospitality through visible leadership and guest-focused service excellence. Ability to anticipate guest needs and create personalized service experiences.

Requirements

• Excellent verbal and written communication, interpersonal, conflict-resolution, and service recovery skills.
• Ability to anticipate guest needs and create personalized service experiences.
• Comprehensive knowledge of resort amenities, local attractions, dining, transportation, and recreational opportunities.
• Demonstrated ability to build rapport with guests and deliver highly personalized service experiences.
• Ability to build relationships with vendors and resort departments.
• Strong organizational skills with the ability to manage multiple requests and priorities simultaneously.
• Proficiency in Microsoft Office, hotel property management systems (PMS), and guest engagement platforms.
• Ability to maintain professionalism and discretion when handling VIP guests and sensitive situations.
• Ability to work independently and collaboratively across departments.
• Ability to work a flexible schedule, up to and including mornings, afternoons, evenings, weekends, and/or holidays.
• Valid driver's license required as the position may need to drive guests or drive themselves to/from town.

Benefits

• One free meal in the employee dining room per shift for all service professionals.
• Full-time and part-time service professionals are eligible for discounted rates at all Salamander properties.
• Full-time and part-time service professionals are eligible for free gym usage.
• Free onsite parking.
• Free ski pass for full-time service professionals during the winter; or ski pass bonus.
• 50% discount on food and beverage in West End Social.
• 25% discount on food and non-alcoholic beverages in Meadows Café.
• We-cycle program located on-site.
• Eligible for employee referral benefit.
• Employee housing when available, restrictions may apply.
• Hiking trails located directly on-site.