Concierge Manager

Job Overview

Job Summary/Essential Functions:

The Concierge Manager will be responsible for ensuring best-in-class member, guests, and prospect experience by providing personalized concierge services such as making activity and event reservations, and offering suggestions for sightseeing, transportation, dining, and accommodations.

Job Duties:

• Provides personalized and professional concierge services for members and their guests including, but not limited to:
• Books on-property activity bookings.
• Assembles lift, trail and ski condition information.
• Handles ski guide and ski/board instruction reservations.
• Schedules demo ski/board/recreational equipment reservations and fittings.
• Provides referrals for adventure and experience bookings.
• Arranges ground transportation.
• Relays shuttle information, schedules and arrangements.
• Provides restaurant referrals from Park City, Salt Lake City, and greater Morgan Valley.
• Organizes children activity requests.
• Researches and refers baby-sitting options.
• Coordinates or communicates special occasions and celebrations.
• Assists with special needs and requirements.
• Books mountain guide and mountain sports lesson reservations for members and guests, both at WPR and at Snowbasin (our partner resort).
• Manages all required member, guest and prospect pre-arrival and post-arrival communications.
• Answers incoming calls and emails expeditiously and impresses members, guests and prospects with our responsiveness and area knowledge.
• Warmly greets members, guests and prospects who are visiting the club.
• Registers members and their guests and collects guest waivers.
• Maintains a comprehensive supply of club and activity information for members and their guests; posts daily events/activities/menus/shuttle schedules.
• Procures and provides curated lists of recommendations for available activities and services.
• Provides member notifications and make sure all members/guests are thoroughly informed and have all the club offering information they need.
• Creates and maintains all member and regular guest family profiles (names, birthdays, ages, favorite foods, sports teams, music, wine, electronic games, anniversaries, ski/board abilities, outside interests, special dietary needs food and other allergies, etc.)
• Acquires pictures of all family members and guests. Prepares and sends thank-you letters, get-well cards, flowers and birthday greeting cards.
• Provides periodic family “surprises” for members/guests and fulfill unique requests including arranging for adventure experiences such as heli-skiing, hot air balloon rides, etc.; coordinates special celebrations/memories for members/guests and arranging for hard-to-find items.
• Updates the CRM, membership software and systems; maintain member and guest records (including visits by guests and member charges).
• Provides daily members/guests on-property reports to all member facing staff, informing all WPR member-facing staff about member/guest arrivals, preferences, birthdays, anniversaries, special events, etc.
• Receives, stores, and/or delivers mail and luggage. Performs appropriate on- or off-site errands for members/guests and pick up or deliver a variety of items.
• Provides a variety of business services such as shipping packages and assisting with printing needs
• Manages the club’s “lost and found” program.
• Assists the events team in planning and scheduling special events, parties, or meetings, and acts as an onsite WPR representative as needed.
• Assists the membership team with member relations, assembling/delivering member welcome packages and member orientations and tours.
• Supports peak period operations at member hosting locations (Bar W, lodge, and lifts).
• Works closely with WPR teams to consistently enhance and improve the member experience.
• Creates and manages concierge department budget, tracks and reports expenses and assists the business team with any financial or IT requests.
• Performs other duties or special projects as assigned or required.
• Attends team, department and company-wide meetings.

Licenses and Special Requirements:

• Les Clefs d’Or or Forbes training preferable.
• Experience with Microsoft programs such as Word, Outlook, and Excel.
• Creative or technical work experience with Adobe.

Physical Demands and Work Environment:

• Constantly changing work environment (location, remote, sound, etc.)
• Strong organizational and administrative skills are needed to succeed.
• Ability to view, read, and interpret from various software, online and printed sources.
• Visually inspect work areas for cleanliness, club standards, and safety.
• Must be able to hear and react to emergency signals or communications.
• Effectively use two-way radios.
• Learn and enhance current and future software implementations.
• Train subordinates on software and company programs.
• Sit, stand, socialize, walk, push, pull, lift, grasp, twist, turn, bend, and move for extended amounts of time to adapt to an ever-changing environment.
• Ability to supervise, empower, engage, and encourage a team.
• Lift up to 50lbs occasionally, 25lbs frequently, and 10lbs constantly.

Classification: Full-time, exempt

Education/Experience:

• High school diploma, GED equivalent or higher required. Bachelor’s degree preferred.
• A minimum of five years in a resort, club or hospitality industry setting preferred.
• Minimum of three years’ experience in a management or supervisory position.

Position Expectations:

• Maintains neat and professional experience and always observes personal cleanliness rules.
• Self-motivated.
• Member and guest-service oriented.
• Acts professionally.
• Displays a positive attitude toward all (staff, members, guests).
• Courteous towards others.
• Demonstrates a willingness to help others.
• Always acts ethically.
• Works well in a team environment.
• Being creative and proactive.
• Must be aware and able to abide by safety practices.
• Reliable and predictable attendance.
• Wears a clean and presentable uniform.
• Ability to exercise good judgement under pressure.
• Can prioritize needs and effectively manage resources.
• Knowledgeable about and consistently follows policies and procedures as outlined in the employee handbook.
• Must be able to work holidays, weekends, and overtime as needed.

Please forward a resume, cover letter, and three professional references to hr@wasatchpeaksranch.com