Pre-Arrival Supervisor

Company Description

Settled more than 150 years ago by Bishop Jean Baptiste Lamy, this iconic Santa Fe landmark is steeped in history and has undergone a sensitive restoration to preserve its distinctive Southwestern heritage for the next generation. Guests can explore our vibrant culture of discovery and expression through nature-driven adventures, visual arts, ancient healing arts, culinary arts, and the art of gathering.

Job Description

The Pre-Arrival Supervisor is responsible for supporting and enhancing the guest experience prior to arrival while assisting in maintaining the luxury service standards at Bishop's Lodge. This role supports the day-to-day operations of the pre-arrival team and assists with coordinating personalized guest experiences, including dining reservations, activities, transportation, spa appointments, special requests, and resort programming.

In addition to supporting pre-arrival operations, this position assists with Basecamp operations. The Pre-Arrival Supervisor works closely with the Pre-Arrival Manager and operational departments to help ensure guest experiences are thoughtfully coordinated, accurately communicated, and executed seamlessly in alignment with the luxury standards of the property.

The ideal candidate is highly organized, service-oriented, proactive, and passionate about creating exceptional guest experiences. Strong communication, problem-solving, and multitasking skills are essential, along with the ability to maintain attention to detail in a fast-paced luxury hospitality environment.

• Support and assist the Itinerary Designer team by providing guidance, daily support, and assistance to ensure exceptional guest service and operational efficiency.
• Assist with all pre-arrival guest communication to help create personalized and seamless guest experiences prior to arrival.
• Coordinate guest arrangements including dining reservations, spa appointments, transportation, activities, amenities, and special requests.
• Review upcoming arrivals to identify VIP guests, celebrations, preferences, and operational needs, escalating important items to leadership as needed.
• Assist with Basecamp experiences and help ensure reservations, schedules, waivers, transportation, and logistical details are organized and communicated effectively.
• Partner with Front Office, Housekeeping, Food & Beverage, Spa, Adventure, Sales, and Revenue teams to support seamless guest experiences.
• Anticipate guest needs and assist in resolving concerns prior to arrival whenever possible.
• Maintain accurate guest records, itineraries, and communication within hotel systems.
• Support departmental organization, scheduling, operational efficiency, and luxury service standards in all interactions.
• Assist in identifying opportunities to increase guest engagement, direct booking revenue, and upselling opportunities.
• Step in to support daily operations and guest needs in the absence of the Pre-Arrival Manager when necessary.
• Perform additional duties and special projects as assigned.

Qualifications

Qualifications

• 2+ years of experience in luxury hospitality, guest services, concierge, reservations, or related experience preferred.
• Prior supervisory or team support experience preferred.
• Strong communication and interpersonal skills.
• Good organizational skills with the ability to multitask and stay detail-oriented.
• Experience supporting personalized guest experiences preferred.
• Basic proficiency with hotel systems and Microsoft Office.
• Availability to work a flexible schedule, including evenings, weekends, and holidays as needed.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to sit, bend, kneel, squat, and reach throughout the workday.
• Ability to occasionally lift and carry up to 25 pounds.
• Ability to work in both indoor and outdoor environments.

Additional Information

Auberge Resorts Collection is a portfolio of extraordinary hotels, resorts, residences, and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine and spas, and gracious yet unobtrusive service. With hotels and resorts across three continents, Auberge invites guests to create unforgettable stories in some of the world's most desirable destinations. Please visit aubergeresorts.com to learn more about our Collection. Follow us on Instagram, TikTok, Linkedin, Facebook and Pinterest: @AubergeResorts and #AlwaysAuberge.

Juniper Bishops Employment LLC is an Equal Opportunity Employer, M/F/D/V. Juniper Bishops Employment LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Juniper Bishops Employment LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.