Itinerary Designer

Wildflower Farms•Gardiner, NY

6d•$21

About The Position

As an Itinerary Designer, you will curate personal, one-of-a-kind itineraries for all guests traveling to Wildflower Farms through various communication channels: phone, email and text communication. You’ll create bespoke experiences for each guest traveling to Wildflower Farms by working closely with our preferred vendors, experiences, spa and culinary teams to create a memorable journey for all guests. The Itinerary Designer provides exceptional service to all guests throughout the guest journey; pre arrival, on property, and post stay, communicating with them in accordance with Auberge Resorts and Wildflower Farms standards. Additionally, you will answer all telephone inquiries professionally, direct calls appropriately, place In Room Dining orders, and will be knowledgeable about the property and surrounding area.

Requirements

1 years of experience as a hotel or resort concierge in a hospitality setting
Excellent phone etiquette for guest communication and itinerary design tasks
Comprehensive knowledge of the Hudson Valley geography, attractions, dining, events, and recreational opportunities
Ability to clearly communicate in English both verbally and in writing
Ability to manage multiple priorities in a fast-paced environment
Discretion, professionalism, and service-oriented mindset

Responsibilities

Design and manage customized guest itineraries by coordinating experiences, dining, spa services, and activities using approved booking systems.
Build genuine, personalized relationships with guests through attentive service, consistent use of guest names, and proactive engagement.
Anticipate guest preferences and needs to deliver exceptional, memorable experiences and foster guest loyalty.
Handle guest communications professionally and graciously via email and phone, including inquiries, reservations, special requests, and service follow-up.
Process and document all guest requests, feedback, issues, and service recovery actions, escalating concerns to leadership when appropriate.
Collaborate closely with Guest Services, Reservations, Housekeeping, Engineering, Culinary, In-Room Dining, Sales, and other departments to ensure seamless execution of guest experiences.
Coordinate bookings for both guests and vendors, on-site and off-site, including notable guests, owner relations, group arrivals, and multi-room stays.
Maintain strong property knowledge, including amenities, services, arrival details, and daily guest and group activity awareness.
Execute clear and effective email, departmental, and pre-shift communications.
Receive and place In-Room Dining orders using Lightspeed.
Coordinate shipping, receiving, and return of guest packages and personal items.
Maintain accurate records of guest preferences, service needs, and departmental contact information, including emergency contact protocols.
Support security and emergency response procedures, including proper handling of 911 calls.
Uphold the highest standards of confidentiality regarding guest information and internal hotel data.
Handle guest feedback, complaints, and service recovery with professionalism, care, and appropriate follow-up.