Guest Experience Liaison

As the Guest Experience Liaison, it is your job to ensure all guests have the best experience possible, exceeding all expectations to ensure they return again. You develop unmanufactured relationships, inspiring your team to create a genuine, once-in-a-lifetime experience for our guests, from arrival to departure. You are passionate, adventurous, and open-hearted, with an unrehearsed sense of hospitality, and have the ability to balance the diverse needs of your guests in the midst of constant change. As the Guest Experience Liaison, you will create genuine connections with guests and homeowners and create unparalleled experiences they will remember for a lifetime.

You are a proactive and tenacious problem solver willing to put the guest first in all circumstances. You possess strong guest service and professional bearing, a positive personality, are able to multi-task and work diligently to improve the atmosphere for guests. As Guest Experience Liaison, you are a team player who not only looks after your guests here in the hotel, but willing to work closely with other departments to ensure the guest’s overall experience is met without issue. You conduct yourself with safety in mind and undertake all job requirements in a manner which will guarantee a safe environment for yourself as well as The Blake’s guests, homeowners and fellow associates.

Essential Job Responsibilities:

• Plan, develop and execute an amenity program for guests and owners.
• Partner with local vendors and program suppliers
• Manage amenities supplies and inventory, including holiday supplies.
• Coordinate with other TSVI department leads on the execution of amenities program
• Send Pre-arrival e-mails to all guests
• Respond to guest inquiries generated from the pre-arrival e-mails and other inquiries prior to and during a guest stay.
• Assist Residential Property Manager with owner newsletter and events
• Provide grocery service for guests
• Coordinate private plane airport transfers
• Make guest dinner reservations, including those for special occasions.
• Book complimentary car service reservations
• Support front-office team with departures and arrivals on busy days
• Occasionally valet guest cars as needed
• Answer phone calls, Kipsu and Teams messages
• Deliver requested guest amenities to rooms
• Provide exemplary service for high-touch VIP’s and other notable guests
• Reliable attendance on all scheduled workdays
• Other duties as assigned

Personal Skills:

• Strong personal character and commitment to Taos Ski Valley, Inc.’s Vision, Purpose, and Values.
• Provides a guest experience that exceeds the guest’s expectations.
• Ability to gracefully and humbly accept criticism and opportunities for growth.
• Ability to stay positive, focused, and constructive when faced with setbacks, challenges, and while working in an ever-changing environment.

Qualifications/Knowledge:

• Bachelors Degree or equivalent work experience preferred.
• Excellent computer skills, including Word and Excel as well as reservations systems.
• Solid understanding of hotel reservations and revenue management, guest service, guest recovery, building a strong positive team environment
• Strong organizational skills, communication skills, attention to detail, problem-solving skills, guest service, ability to adapt to a changing environment, take constructive criticism and frequent coaching well and accurately follow instructions, both verbally and written.
• Must be willing to ask for help and/or clarification
• Possess a valid driver’s license and ability to successfully pass a MVR check.
• No less than 3 years’ experience in a hotel front office supervisory role.
• Fluent in verbal and written English, other language skills preferred
• Ability to work a flexible schedule including weekends, holidays, and evenings.

Work Environment: 

Taos Ski Valley, Inc. is often a fast-paced work environment, especially during Holiday and Peak days. TSVI is located in a high-altitude alpine environment.  Position may require travel on uneven, snow-packed, or icy terrain and may be exposed to wet, cold, and/or humid conditions. Must be able to work in close quarters and with other staff.

Physical Demands of Position Include: 

Frequently lifts 10–25 pounds and occasionally lifts 50–75 pounds. Sits approximately 30–40% of the time and walks, reaches, and bends approximately 30–40% of the time. This position requires frequent speaking and hearing when interacting with guests and may require working outdoors in winter conditions approximately 10% of the time.

Background Check:

Positions dealing with children, of safety-sensitive and/or confidential nature, require driving or positions that handle cash may require a background check and MVR check. Employment is contingent upon a favorable background check and MVR check.