Lead Concierge

Job Title: LEAD CONCIERGE

Rate of Pay: TBD commissions

Shift: Shifts from 9:00 AM to 5:00 PM (Extended Hours for High Occupancy)

Variable days Monday through Sunday

Full-time, Year Round Position

MUST BE AVAILABLE WEEKENDS & HOLIDAYS

FLSA Status: Non-Exempt/Hourly

Summary:

The Lead Concierge plays a key role in curating unforgettable guest experiences at Sundance Mountain Resort. This role leads the Concierge team in creating meaningful connections with guests from the moment they book until long after they depart. This leadership role is part of the Lodging Leadership Team, working closely with fellow department leaders to collaborate, participate in meetings, and contribute to ongoing departmental discussions and initiatives. Through personalized pre-arrival communication, bespoke itineraries, and seamless coordination of resort activities, dining, and amenities, the Head Concierge ensures every guest feels welcomed, informed, and inspired throughout their stay. Beyond orchestrating memorable stays, the Head Concierge serves as both innovator and ambassador - cultivating vendor partnerships, curating unique in-room and on-property experiences that feel distinctly Sundance.

Key Responsibilities:

• Lead, train, and support the Concierge team to uphold exceptional service standards.
• Serve as a liaison with external vendors and ensure accurate invoicing, payments, and commission tracking.
• Guide guests with pre-arrival communications, activity reservations, transportation coordination, and dining bookings.
• Manage guest itineraries and ensure seamless communication before, during, and after their stay.
• Collaborate with the Front Desk team, Bell Captain, and Food & Beverage on logistics for high-occupancy days.
• Oversee seasonal offerings and guest programming such as Holiday Happenings.
• Maintain guest amenity programs and manage the ordering and distribution of collateral materials.
• Support development and implementation of a loyalty or repeat guest program.
• Coordinate guest amenities and handwritten welcome cards for in-room delivery.
• Share the Sundance story and commitment to land preservation and environmental stewardship.
• Provide expert knowledge on resort amenities, programming, and area activities (including Park City and Salt Lake City).
• Assist with guest billing and reservation confirmations for various activities and services.
• Utilize Stay N Touch, Fare harbor, Tock, Microsoft Office, and other platforms to support guest service.
• Maintain a professional presence at the Concierge Desk and exhibit exceptional interpersonal and communication skills.

Qualifications:

• High school diploma or equivalent required; college coursework or certification in hospitality preferred.
• Minimum of 6 months to 1 year of related experience in guest services, hospitality, or concierge roles.
• Proficiency in Microsoft Office, email, spreadsheets, and internet research.
• Experience with Stay N Touch, Fare harbor, Tock, and 2-way radios strongly preferred.
• Must be 21 years of age or older.
• Ability to lift up to 50 lbs. regularly and up to 100 lbs. occasionally.
• Ability to sit, stand, walk, talk, hear, and use hands for extended periods.
• Strong attention to detail, multitasking, and follow-through in a dynamic environment.

Work Environment:

• Indoor and outdoor working conditions, depending on guest needs and seasonal programming.
• Moderate noise levels; occasional exposure to varying weather conditions.

Benefits:

• Benefits package that includes: subsidized medical, dental, vision, 401k & paid time off policy.
• Employee discounts on dining and resort amenities
• Season Pass

Disclaimer: This job description is intended to convey information essential to understanding the scope of the Head Concierge position. It is not intended to be an exhaustive list of skills, duties, or responsibilities. Employees may be asked to perform other duties as assigned, in accordance with company policies and legal standards