Lead, Concierge

MTM Transit

68d

About The Position

The Lead Concierge serves as the primary point of contact for both guests and team members, ensuring smooth daily operations of the Sabino Canyon Crawler and Bear Canyon shuttle services. This role combines customer service excellence, operational coordination, and leadership support. The Lead Concierge oversees the concierge operations, troubleshoots service issues, manages communications, and supports ticketing and group sales functions, while upholding Forest Service regulations and assisting the General Manager with operational needs.

Requirements

• High school diploma or equivalent required
• Minimum of 2 years of customer service experience, ideally in a tourism, hospitality, or transportation setting
• Experience working in outdoor recreation or with public-facing operations is highly desirable
• Proficiency with scheduling, ticketing systems, or route tracking software is a plus
• Prior experience communicating rules and regulations to the public, preferred
• Strong organizational and multitasking skills

Nice To Haves

• Strong customer service and communication skills
• Ability to multitask and manage time effectively in a fast-paced environment
• Familiarity with trail systems and recreational amenities is a plus
• Comfortable using technology for route tracking and communication
• Experience in tourism, hospitality, or transportation operations preferred

Responsibilities

• Serves as the lead for the concierge operations, providing guidance, training, and daily support
• Assists the General Manager with operational coordination
• Ensures consistency in customer service delivery and adherence to policies
• Guides customers through the ticket purchasing process for both shuttle services
• Provides comprehensive information about trails, amenities, and recreation area policies
• Answers the main phone line and responds to general inquiries via email
• Troubleshoots customer issues and escalates complex concerns as needed
• Has full access to ticketing systems to assist with reservations, refunds, and order creation
• Supports group sales coordination and manages special booking requests
• Oversees the customer manifest and resolves reservation discrepancies
• Monitors and adheres to the operations schedule
• Tracks shuttle routes in real-time and maintains communication with drivers
• Assists drivers during onboarding and reinforces shuttle service policies to passengers
• Upholds Forest Service rules and regulations
• Educates visitors on drone usage, biking hours, and parking fees

Benefits

• Health and Life Insurance Plans
• Dental and Vision Plans
• 401(k) with a company match
• Paid Time Off and Holiday Pay
• Maternity/Paternity Leave
• Casual Dress Environment
• Tuition Reimbursement
• MTM Perks Discount Program
• Leadership Mentoring Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees