Advanced Epic Ascent Concierge Agent

Vail Resorts•Vail, CO

22d•$23 - $31•Onsite

About The Position

We’re building something new to redefine the ski and snowboard private lesson experience through Epic Ascent, an elevated, premium service designed to deliver a guest’s best day on the mountain. Epic Ascent is built around the belief that extraordinary mountain experiences don't happen by accident. They are thoughtfully designed, personalized, and expertly delivered. The Epic Ascent Concierge Agent is the cornerstone of that experience. As a dedicated concierge and trusted advisor, this role develops meaningful relationships with guests, understands their goals and preferences, and coordinates every detail of their visit. From pre-arrival planning through on-mountain support, the Concierge Agent ensures guests experience the full value of Epic Ascent, delivering a seamless, elevated journey that feels effortless, personalized, and uniquely tailored to them. The Epic Ascent Concierge Agent is a concierge-focused professional within the Product Sales & Services Department, delivering elevated guest experiences through personalized support, operational coordination, and exceptional service for ski and snowboard school guests. Acting as a central resource for guests, instructors, and resort partners, this role coordinates private lessons, specialty experiences, guest communications, and day-of logistics to ensure a seamless and memorable experience from booking through departure. By partnering across departments, managing complex guest needs, and providing proactive solutions in a dynamic environment, the Advanced Concierge Agent delivers premium service that reflects Vail Resorts' commitment to Epic Service and an Experience of a Lifetime.

Requirements

3-5 years relevant experience; preferred as a concierge or in a hospitality setting.
Demonstrated ability to deliver personalized, high-touch service, building trust and creating memorable experiences for premium guests.
Ability to anticipate guest needs, manage multiple requests simultaneously, and seamlessly coordinate across departments to ensure a frictionless experience.
Strong verbal and written communication skills with the ability to engage guests, influence partners, and serve as a trusted single point of contact from booking through departure.
Strong attention to detail and high work standards in support of accurate, flawless delivery.
At least 18 years of age

Nice To Haves

preferred as a concierge or in a hospitality setting

Responsibilities

Deliver elevated, personalized guest experiences by creating meaningful connections and modeling Vail Resorts' commitment to Epic Service.
Act as the primary point of contact for ski and snowboard school guests, instructor, and internal support needs, providing concierge-level service and professional communication through phone, email, text, and in-person interactions.
Coordinate private lesson and specialty product logistics, including booking support, lesson routing, meeting location confirmation, and operational support.
Take ownership of the guest experience by resolving escalated or complex issues with sound judgment, empathy, and a solution-oriented approach while partnering with leadership and cross-functional teams as needed.
Partner closely with Product Sales & Services, Ski & Snowboard School, Resort Operators, and leadership teams to ensure seamless execution of guest experiences.
Manage operational workflows, tracking tools, and guest records to ensure accuracy, accountability, and continuity of service.
Monitor daily operations and proactively identify service risks, guest concerns, and workflow challenges, escalating issues appropriately.
Execute accurate point-of-sale transactions, including guest profile management, payments, adjustments, exchanges, and order fulfillment.
Enhance the guest experience by recommending products, services, and upgrades that align with guest needs and maximize their resort experience.
Maintain current knowledge of resort products, policies, and Ski & Snowboard School operations, serving as a resource for guests and team members.
Contribute to a safe, organized, and high-performing work environment through daily operational support, workspace readiness, and adherence to company policies and procedures.
Demonstrate flexibility, accountability, and a team-first mindset by supporting evolving business needs and performing other duties as assigned.