Epic Ascent Guest Experience Concierge

Vail Resorts•Broomfield, CO

6d•$24 - $27•Remote

About The Position

The Epic Ascent Concierge Agent is a concierge-focused professional within the Product Sales & Services Department, supporting an elevated ski and snowboard private lesson experience. The role builds relationships with guests, learns their goals and preferences, and coordinates the details of their visit from pre-arrival planning through on-mountain support and departure. Serving as a central resource for guests, instructors, and resort partners, the agent coordinates private lessons, specialty experiences, guest communications, and day-of logistics to provide personalized, seamless service. The role works across departments, manages complex guest needs, supports operational workflows, and provides proactive solutions in a dynamic environment. This is a winter seasonal, full-time position. The role is described as remote, with a preferred location within commuting distance of Vail and Beaver Creek; remote work is permitted from British Columbia, Washington, D.C., and specified U.S. states where the company operates.

Requirements

3–5 years of relevant experience.
Demonstrated ability to provide personalized, high-touch service, build trust, and create memorable experiences for premium guests.
Ability to anticipate guest needs, manage multiple requests simultaneously, and coordinate across departments.
Strong verbal and written communication skills, including the ability to engage guests, influence partners, and serve as a single point of contact from booking through departure.
Strong attention to detail and high work standards.
At least 18 years of age.

Nice To Haves

Relevant experience as a concierge or in a hospitality setting.
Previous experience working remotely and navigating multiple technology platforms.
Location within commuting distance of Vail and Beaver Creek.

Responsibilities

Deliver personalized guest experiences and model Vail Resorts' commitment to Epic Service.
Serve as the primary point of contact for ski and snowboard school guests, instructors, and internal support needs 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.
Resolve escalated or complex guest issues with empathy, sound judgment, and a solution-oriented approach, partnering with leadership and cross-functional teams as needed.
Partner with Product Sales & Services, Ski & Snowboard School, Resort Operators, and leadership teams to ensure seamless guest experiences.
Manage operational workflows, tracking tools, and guest records for accuracy, accountability, and continuity of service.
Monitor daily operations, identify service risks, guest concerns, and workflow challenges, and escalate issues appropriately.
Complete accurate point-of-sale transactions, including guest profile management, payments, adjustments, exchanges, and order fulfillment.
Recommend products, services, and upgrades that align with guest needs and enhance their resort experience.
Maintain current knowledge of resort products, policies, and Ski & Snowboard School operations, serving as a resource for guests and team members.
Support a safe, organized, and high-performing work environment through daily operations, workspace readiness, and adherence to company policies and procedures.
Support evolving business needs, demonstrate accountability and a team-first mindset, and perform other duties as assigned.

Benefits

Free employee ski passes.
Discounted lift tickets for friends and family.
Free ski lessons.
Employee discounts on lodging, food, gear, and mountain shuttles.
401(k) retirement plan.
Employee Assistance Program.
Training and professional development.
Eligible seasonal employees in full-time roles may receive medical, dental, and vision insurance after working 500 hours.
Free ski passes for dependents for eligible full-time roles.
Critical illness and accident plans for eligible full-time roles.