Reserve Ambassador / Concierge (Remote)

Turner Enterprises Inc.•Raton, NM

24d•Remote

About The Position

As a Reserve Ambassador / Concierge, you will be the face of guest services, representing Vermejo’s commitment to curating exceptional and personalized experiences for every guest. This dynamic role combines superior concierge services, comprehensive knowledge of our unique offerings, and proactive engagement to exceed guest expectations. This position is predominantly remote, with the majority of work performed from the employee’s home office. Employees must reside in one of the states where Turner Enterprises Management, LLC operates, including New Mexico, Kansas, Nebraska, South Dakota, Montana, Georgia, or Florida. On-site training at Vermejo Reserve, a Ted Turner Reserve located in Raton, New Mexico, will be required at the start of employment. Periodic in-person training, meetings, or business travel may also be required at Vermejo or other Ted Turner Reserve properties based on operational needs. This position requires approximately 10% travel, including occasional visits to Ted Turner Reserves properties for training, meetings, guest experience support, and other business needs. Travel may include overnight stays and advance planning based on operational requirements. Employees are expected to maintain reliable internet access, a professional remote workspace, and the ability to travel as needed to support guest experiences and company initiatives.

Requirements

High school diploma or general education degree (GED).
Excellent communication skills, both verbal and written.
Proficiency with Microsoft Office, Word, Excel, and Power Point.
Strong interpersonal skills with the ability to build rapport and provide exceptional service to guests.
Flexibility to work various shifts, including weekends and holidays.
You’ll need to present documentation establishing both identity and employment authorization within three days of hire pursuant to federal law.

Nice To Haves

Education in hospitality or related field
Experience working in a luxury hospitality
Proficiency in computer systems and hotel management software

Responsibilities

Overseeing external vendors by providing clear feedback and training, facilitating cross-training opportunities, conducting periodic site inspections, and ensuring timely and accurate processing of vendor invoices.
Actively promoting and booking guest reservations, activities, spa treatments, and dining experiences. Utilizing sales techniques to enhance revenue through thoughtful upselling and cross-promotions for multiple properties within the collection.
Developing a comprehensive understanding of Vermejo’s offerings and using this knowledge to guide guests in crafting unforgettable stays. Maintaining active and personalized communication from initial booking through departure.
Managing guest itineraries and corresponding with guests via phone and email to customize experiences. Serving as a friendly and knowledgeable point of contact for guests during their stay.
Working closely with Activities, Transportation, Food & Beverage, Spa, and Front Desk teams to synchronize guest experiences. Communicating itinerary changes promptly and taking initiative to ensure seamless service.
Taking ownership of guest interactions and following up proactively to ensure a flawless experience. Regularly engaging with guests to gather feedback and resolve any concerns.
Organizing and designing diverse guest events, from intimate brunches and lively barbecues to festive holiday celebrations. Managing logistics, liaising with internal operational teams, and ensuring every occasion is memorable.
Performing all other duties as assigned.