Guest Experience Lead (Concierge) $28.00​/hr

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Full Time Regular Aspen, CO, US

6 days ago Requisition

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.

• 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.

• High school diploma or equivalent required;
  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.

• 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.

• Ability to stand and walk for extended periods while interacting with guests and moving throughout the resort.
• Ability to escort guests to various resort locations and amenities.
• Ability to move throughout guest rooms, public spaces, meeting areas, and outdoor resort facilities.
• Ability to use a computer, telephone, and mobile communication devices for extended periods.
• Ability to bend, stoop, reach, and climb stairs as needed.
• Ability to lift and carry up to 25 pounds occasionally, including guest materials, amenities, packages, or event supplies.
• Ability to work both indoors and outdoors in varying weather conditions.
• Visual ability to read guest information, schedules, reservations, and electronic communications.
• Manual dexterity to operate office equipment, mobile devices, and property management systems.

• Works in a guest-focused hospitality environment with extensive daily interaction with resort guests and visitors.
• Fast-paced environment requiring exceptional attention to detail and responsiveness to guest requests.
• Regularly collaborates with multiple departments to coordinate personalized guest experiences and service recovery efforts.
• Routinely interacts with VIP guests, groups, event attendees, and resort partners.

• One free meal in the employee…