Mountain Concierge I

Highgate Hotels•Ketchum, ID

8d•Onsite

About The Position

The Mountain Concierge I serves as the senior concierge professional for The Observatory Sun Valley, curating exceptional, highly personalized luxury experiences for guests, residence owners, and VIP clientele. This role manages complex itineraries, develops strategic partnerships throughout the community, and serves as the resort's expert on destination experiences. The Mountain Concierge I anticipates guest needs before they are expressed and consistently delivers intuitive, personalized service that exceeds Forbes Travel Guide luxury standards.

Requirements

High school diploma required
Minimum three years of luxury hotel concierge or guest experience experience.
Strong knowledge of Sun Valley luxury recreation and regional tourism.
Exceptional organizational and problem-solving abilities.
Proven ability to manage multiple high-priority requests simultaneously.
Ability to exercise discretion and maintain confidentiality.
Maintain a warm and friendly demeanor at all times.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Must be able to show initiative, including anticipating guest or operational needs.

Nice To Haves

Hospitality degree preferred.
Previous Forbes-rated property experience preferred.

Responsibilities

Deliver intuitive, anticipatory service that consistently exceeds guest expectations and aligns with Forbes Travel Guide luxury standards.
Design and coordinate customized itineraries based on each guest's interests, preferences, and travel goals.
Arrange transportation, dining reservations, recreational activities, spa appointments, private tours, equipment rentals, and exclusive local experiences.
Personally manage complex requests requiring coordination across multiple resort departments and external partners.
Anticipate guest needs prior to arrival by reviewing guest history, preferences, special occasions, and VIP notes.
Create memorable experiences for celebrations including anniversaries, birthdays, proposals, honeymoons, and family gatherings.
Serve as a trusted destination expert, providing personalized recommendations for seasonal activities, local events, dining, shopping, arts, and outdoor recreation.
Create "hidden gem" recommendations that guests won't find online.
Maintain expertise in Sun Valley's outdoor conditions, weather, trail status, ski operations, and special events.
Coordinate pre-arrival planning for VIP guests, residence owners, and repeat visitors.
Collaborate with Front Office, Housekeeping, Food & Beverage, Spa, Engineering, and Residences to ensure flawless execution of guest experiences.
Arrange customized amenities and welcome experiences.
Personally oversee high-profile arrivals and departures when appropriate.
Develop and maintain relationships with local outfitters, guides, transportation providers, restaurants, entertainment venues, ski schools, and luxury service providers.
Continuously identify new experiences and seasonal opportunities that enhance the guest experience.
Maintain current knowledge of weather conditions, mountain operations, community events, and regional attractions.
Share destination knowledge and best practices to elevate the overall guest experience.
Assist with training, onboarding, and coaching new team members.
Support daily concierge operations by prioritizing requests, monitoring follow-up, and ensuring timely completion of guest services.
Handle escalated guest concerns with professionalism, discretion, and sound judgment.
Perform other duties as requested by management.