Guest Experience & Concierge Manager

NOW HIRING: Guest Experience & Concierge Manager

M Vacation Properties & ResortsRed River, New Mexico

Pay: $22.00 per hour Potential Performance-Based Bonuses

Employment Type: Full-Time | Approximately 40 hours per week

Reports To: General Manager

Help Us Redefine the Mountain Vacation Experience!

M Vacation Properties & Resorts is seeking an enthusiastic, creative, and hospitality-driven Guest Experience & Concierge Manager to lead our front-of-house operations and help create exceptional experiences for visitors to beautiful Red River, New Mexico.

This is more than a traditional front desk management position. We're looking for a dynamic, organized, and service-oriented leader who enjoys connecting with people, developing new ideas, and turning those ideas into memorable guest experiences.

As our company continues to grow under new ownership, you'll have the opportunity to help shape our concierge services, develop unique vacation packages, build relationships with local businesses, and play an important role in launching our future café and retail space.

We're looking for someone who brings a positive attitude, an entrepreneurial spirit, and a genuine passion for hospitality.

Key Responsibilities

Guest Experience & Concierge Services

• Oversee seamless, fully contactless guest check-in and check-out experiences.
• Manage guest communications, special requests, and service recovery to ensure exceptional customer satisfaction.
• Coordinate dining reservations, excursions, recreational activities, and personalized vacation experiences.
• Promote, coordinate, and book vacation enhancements, welcome packages, and additional guest services.
• Develop strong relationships with local restaurants, activity providers, vendors, and community partners.
• Anticipate guest needs and proactively identify opportunities to enhance their stay.
• Help create personalized experiences that encourage positive reviews, repeat visits, and guest referrals.

Café & Retail Operations

• Collaborate with company leadership on the development and launch of our future café and retail concept.
• Oversee daily café and retail operations once established.
• Assist with product selection, merchandising, inventory management, and sales initiatives.
• Maintain high standards of cleanliness, presentation, organization, and customer service.
• Support inventory controls, ordering, and operational efficiency.
• Identify creative opportunities to increase retail sales and enhance the guest experience.

Front-of-House Team Leadership

• Lead, train, schedule, and support a small front-of-house team.
• Establish and maintain consistent hospitality and customer service standards.
• Delegate daily responsibilities and ensure operational accountability.
• Provide coaching, feedback, and performance support to team members.
• Foster a positive, professional, and collaborative work environment.
• Coordinate effectively with housekeeping, maintenance, reservations, and company leadership.
• Address guest concerns and operational challenges promptly and professionally.

Business Development & Revenue Growth

• Collaborate with the General Manager to develop seasonal packages, promotions, and unique guest experiences.
• Identify opportunities to increase revenue through concierge bookings, guest upgrades, retail sales, and additional services.
• Assist in developing strategic partnerships with local businesses and tourism providers.
• Monitor guest feedback, sales performance, and service trends to recommend improvements.
• Help implement new programs and initiatives that strengthen the company's brand and guest experience.
• Support marketing efforts, local events, and community engagement opportunities.

Daily Operations & Administrative Responsibilities

• Oversee daily front-of-house activities and ensure smooth departmental operations.
• Maintain accurate records of concierge bookings, guest requests, sales, and operational activities.
• Utilize reservation systems, guest communication platforms, point-of-sale systems, and other company technology.
• Assist with scheduling, reporting, inventory tracking, and departmental organization.
• Communicate operational concerns, opportunities, and recommendations to the General Manager.
• Ensure company policies, service standards, and operational procedures are consistently followed.

Qualifications

Preferred Experience & Skills

• Previous experience in hospitality, guest services, concierge services, retail, or a related field.
• Supervisory or management experience preferred.
• Experience in vacation rentals, boutique hotels, resorts, or destination hospitality is a plus.
• Experience with retail operations, merchandising, café operations, or event planning is beneficial.
• Familiarity with Red River and surrounding recreational attractions is a plus.
• Experience developing guest packages, local partnerships, or sales promotions is desirable.

Essential Skills & Attributes

• Exceptional customer service and interpersonal communication skills.
• Strong leadership, organizational, and problem-solving abilities.
• A warm, welcoming, and professional personality.
• Ability to multitask and remain composed in a fast-paced hospitality environment.
• Creative, proactive, and solutions-oriented mindset.
• Strong attention to detail and commitment to operational excellence.
• Comfortable using technology, reservation platforms, and digital communication tools.
• Ability to work independently while collaborating effectively with leadership.
• Willingness to take initiative, contribute new ideas, and help build a growing department.
• Availability to work scheduled weekends, holidays, and peak tourism periods as needed.

Compensation & Schedule

Starting Pay: $22.00 per hour

• Full-time position, approximately 40 hours per week.
• Schedule based on business needs, including some weekends and holidays.
• Overtime compensation in accordance with applicable law.
• Potential eligibility for additional revenue-based performance bonuses as an incentive program is developed and approved.
• Opportunities for professional development and growth as the company expands.

Why Join M Vacation Properties & Resorts?

M Vacation Properties & Resorts is entering an exciting new chapter under new ownership, with a vision to offer more than traditional vacation rentals.

We're creating a hospitality experience that connects visitors with the charm, adventure, and community of Red River.

From personalized concierge services and curated vacation packages to our upcoming café and retail space, we're building something special, and we're looking for the right person to help bring that vision to life.

This position offers the opportunity to contribute creative ideas, develop new services, lead a team, and make a meaningful impact on a growing hospitality company.

We value initiative, accountability, teamwork, creativity, and a genuine commitment to exceptional guest service.

We're looking for someone who doesn't just manage the guest experience, but helps create it.

How to Apply

Please submit your résumé and a brief introduction highlighting your hospitality, customer service, leadership, or relevant management experience.

M Vacation Properties & Resorts is an equal opportunity employer. We consider qualified applicants without regard to protected characteristics under applicable law.

Pay: From $22.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Employee discount
• Paid sick time
• Paid time off

Work Location: In person