Guest Experience Lead (Concierge) $28.00/hr

Salamander Hospitality, Llc•Aspen, CO

10d•$0 - $28•Onsite

About The Position

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.

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.

Nice To Haves

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.

Responsibilities

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.

Benefits

One free meal in the employee dining room per shift for all service professionals.
Discounted rates at all Salamander properties for full-time and part-time service professionals.
Free gym usage for full-time and part-time service professionals.
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.
Medical, Dental, Vision, Short-term Disability, and Long-term Disability after 90 days of employment (for full-time employees with employee contribution).
Employer-provided Basic Life Insurance and Basic AD&D after 90 days of employment.
401K eligibility for full-time employees after 90 days of employment.
401K plan participation for part-time and on-call employees after two consecutive years of working at least 500 hours or working 1000 hours in one year.
401K Match is $0.50 on the $1.00 of an employee’s contribution up to 6% (with a 5-year vesting period).