Guest Experience Lead (Concierge) $28.00/hr

Job Description

Job Description

POSITION OBJECTIVE

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. The Guest Experience Lead partners with operational teams across the resort to create memorable experiences, resolve complex guest concerns, and continuously enhance service delivery in alignment with Aspen Meadows Resort standards.

ESSENTIAL JOB FUNCTIONS

• 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.
• Proactively engage with guests throughout their stay to identify opportunities to exceed expectations.
• Coordinate and manage service recovery efforts, ensuring timely and effective resolution of guest concerns.
• Deliver concierge services, including activity recommendations, dining reservations, transportation arrangements, and local destination expertise.
• Collaborate with resort departments to create memorable and seamless guest experiences across all touchpoints.
• Monitor guest feedback, online reviews, surveys, and satisfaction data to identify trends and recommend improvements.
• Develop and implement guest recognition, personalized amenities, and arrival experience programs.
• Coordinate VIP arrivals, group arrivals, special events, and guest celebrations.
• Assist in training team members on hospitality standards, personalization techniques, and guest engagement practices.
• Maintain expert knowledge of resort amenities, services, local attractions, seasonal activities, and community events.
• Foster a culture of exceptional hospitality through visible leadership and guest-focused service excellence.

EDUCATION/EXPERIENCE

• High school diploma or equivalent required; Associate or Bachelor’s degree with a specialization in Hospitality Management, Tourism, Communications, or a related field preferred.
• Previous experience in guest relations, concierge services, VIP services, and/or service recovery.
• Experience coordinating special requests, VIP arrivals, events, and guest recognition programs.

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.

PHYSICAL DEMANDS

• Ability to stand and walk for extended periods while interacting with guests and moving throughout the resort.
• Ability to escort guests to various resort locations and amenities.
• Ability to move throughout guest rooms, public spaces, meeting areas, and outdoor resort facilities.
• Ability to use a computer, telephone, and mobile communication devices for extended periods.
• Ability to bend, stoop, reach, and climb stairs as needed.
• Ability to lift and carry up to 25 pounds occasionally, including guest materials, amenities, packages, or event supplies.
• Ability to work both indoors and outdoors in varying weather conditions.
• Visual ability to read guest information, schedules, reservations, and electronic communications.
• Manual dexterity to operate office equipment, mobile devices, and property management systems.

WORK ENVIRONMENT

• Works in a guest-focused hospitality environment with extensive daily interaction with resort guests and visitors.
• Fast-paced environment requiring exceptional attention to detail and responsiveness to guest requests.
• Regularly collaborates with multiple departments to coordinate personalized guest experiences and service recovery efforts.
• Routinely interacts with VIP guests, groups, event attendees, and resort partners.

ASPEN MEADOWS 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

RECEIPT AND ACKNOWLEDGEMENT

I acknowledge and understand that:

• Receipt of the job description does not imply nor create a promise of employment, or an employment contract of any kind, and that my employment is at-will.
• The job description provides a general summary of the position however it is not all inclusive. I know of no limitations that would prevent me from performing these functions with or without accommodation. I further understand that it is my responsibility to inform my supervisor at any time that I am unable to perform these functions.
• Job duties, tasks, work hours and work requirements may be changed at any time.
• Acceptable job performance includes completion of the job responsibilities as well as compliance with the policies, procedures, rules, and regulations of Aspen Meadows Resort.
• I have read and understand this job description:

Benefits for full-time employees include but are not limited to the following with an employee contribution: Medical, Dental, Vision, Short-term Disability, and Long-term Disability after 90 days of employment. Employer-provided Basic Life Insurance and Basic AD&D are provided after 90 days of employment. 401K eligibility is available to full-time employees after 90 days of employment; part-time and on-call employees can qualify to participate in a 401 (k) plan after two consecutive years of working at least 500 hours or working 1000 hours in one year. Currently, 401K Match is $0.50 on the $1.00 of an employee’s contribution up to 6%; there is a 5-year vesting period. Applications for all positions are accepted on an ongoing basis.

Salamander Collection is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Salamander is a drug-free workplace and participant in E-Verify.